Customer Support & Services

RBI Integrated Ombudsman Scheme

To use the Reserve Bank - Integrated Ombudsman Scheme (RB-IOS), a customer must follow a specific escalation process. You cannot approach the Ombudsman directly without first trying to resolve the issue with your financial service provider.

Step 1: File a Formal Complaint with your Bank

• Before involving the RBI, you must submit a written complaint to your bank
• You can do this through the branch, customer care email, or the bank's official grievance portal.
• Crucial: Keep a copy of this complaint and any acknowledgement receipt as proof.

Step 2: Wait for the Mandatory 30-Day Period

• The bank has 30 days to resolve your grievance.
• You can only escalate to the RBI Ombudsman if:
  • The bank rejects your complaint.
  • You are not satisfied with their response.
  • You receive no response at all within 30 days.

Step 3: Prepare Your Documents

Before filing, ensure you have the following ready in digital format (PDF or JPEG):

• A copy of the original complaint sent to the bank.
• The bank's reply, if any.
• Supporting evidence (e.g., transaction receipts, screenshots, bank statements).
• Personal details: Name, age, gender, and contact information.

Step 4: Lodge the Complaint with the RBI

You can file your complaint through any of these three channels:

1. Online (Recommended): Visit the RBI CMS Portal and click on "File a Complaint". Follow the on-screen prompts to enter bank details, transaction info, and upload documents.
2. Email: Send your complaint with full details to crpc@rbi.org.in.
3. Physical Post: Mail a signed, physical complaint form to the Centralised Receipt and Processing Centre (CRPC), Reserve Bank of India, 4th Floor, Sector 17, Chandigarh - 160017.

Step 5: Track and Await Resolution

• After submission, you will receive a Complaint Reference Number.
• Use this number on the CMS Portal's "Track a Complaint" tab to check the status in real-time.
• The Ombudsman may facilitate a settlement through mediation or pass a formal Award (decision) if no agreement is reached.

Note on Timelines: You must file your complaint with the Ombudsman within one year of receiving a reply from the bank, or within one year and 30 days if no reply was received

RBI Integrated Ombudsman Scheme

File a Complaint RBI Integrated Ombudsman Scheme