How to File a Complaint With the RBI Banking Ombudsman

Last updated: 7 November 2026

If your bank hasn't resolved a genuine complaint, a wrongly charged fee, a failed transaction that never reversed, a service failure you've already raised and waited on, you don't have to keep calling customer care indefinitely. The RBI runs a free, independent complaint mechanism specifically for this, called the Banking Ombudsman (formally the Reserve Bank - Integrated Ombudsman Scheme). Here's exactly how to use it.

Before you can approach the Ombudsman

This is a last-resort channel, not a first stop, and the rules reflect that:

  1. Complain to your bank first, in writing, through net banking's complaint/dispute section, a written letter, or email, not just a phone call that leaves no record.
  2. Give your bank up to 30 days to respond. The Ombudsman generally won't take up a case until this window has passed, unless the bank's response is clearly unsatisfactory.
  3. Keep your complaint reference number from the bank. You'll need to show you actually complained first and when.

If after 30 days you've had no reply, an unsatisfactory reply, or the bank rejected a complaint you believe is valid, you're in a position to escalate.

How to file with the RBI Ombudsman

  1. Go to the CMS portal at cms.rbi.org.in, the RBI's official complaint management system, free to use.
  2. Register and verify using your mobile number and an OTP.
  3. Choose "File a Complaint" and select the category that matches your issue (failed transaction, unauthorised debit, mis-selling, service deficiency, and so on).
  4. Fill in your bank's details, your original complaint reference number, and the date you first complained. This is what proves you followed the required first step.
  5. Describe what happened factually, with dates, amounts, and transaction or reference numbers, rather than a general account of frustration. The clearer this is, the faster it can be assessed.
  6. Attach supporting documents if you have them: your original complaint, the bank's response (or lack of one), and statements showing the disputed transaction.
  7. Submit. Your complaint is automatically allocated to an Ombudsman office for review.

If you'd rather not use the online portal, you can also email crpc@rbi.org.in, or send a physical letter in the prescribed format to the RBI's Centralised Receipt and Processing Centre in Chandigarh. Phone assistance for filing is available on 14448.

What the Ombudsman can and can't do

The Ombudsman can investigate genuine service deficiencies, such as delayed refunds, unauthorised transactions not resolved, wrongful charges, or mis-selling of products, and can direct the bank to correct an error, refund a wrongful charge, or pay compensation for demonstrated loss caused by the bank's deficiency, generally capped at a set amount per the Scheme. What it can't do is rule on matters that are purely commercial judgement calls by the bank, like being declined a loan where no service deficiency is alleged, or matters already being heard in court, and it can't award punitive damages beyond the compensation framework the Scheme sets out.

What happens after you file

Once allocated to an Ombudsman office, the process is largely conciliatory rather than adversarial. The Ombudsman typically first tries to help you and the bank reach a mutually acceptable settlement, and only issues a formal award if that doesn't work. You may be asked for additional documents or a clarifying statement during this stage, so keep your supporting paperwork on hand even after you've submitted the initial complaint. Decisions are generally communicated in writing, and if the bank is directed to pay compensation or correct an error, it's expected to comply within the timeframe the Ombudsman sets.

Timing matters

You generally need to file within one year of the bank's final response to your original complaint, or within roughly 13 months of your first complaint to the bank if it never responded at all. Don't let a dispute drift for too long before escalating, since this window does run out.

Common questions

Does filing a complaint cost anything?

No. The Banking Ombudsman scheme is free to use at every stage.

Can I use this for a dispute with a non-bank lender or wallet app?

The Integrated Ombudsman Scheme covers banks, non-bank financial companies and certain digital payment system participants, so many, but not all, fintech disputes are covered. Check the specific entity's regulatory status if you're unsure, or file anyway and let the portal guide you.

What if my complaint is about a failed NEFT/IMPS transfer specifically?

Follow our guide on what to do when a transfer fails but money is debited first; most of these resolve at the bank-complaint stage, well before an Ombudsman complaint becomes necessary.

Will complaining affect my relationship with my bank?

No. This is a formal, RBI-run process the bank is required to co-operate with, not an informal dispute that risks your account or standing.

Can I file more than one complaint at the same time for different issues?

Yes, each unresolved issue can be filed as its own complaint, even against the same bank, as long as each one separately went through the 30-day bank-complaint step first. Keep the reference numbers for each separate so the Ombudsman's office doesn't conflate them.

Check your details are right before you need to complain

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This guide is general information, not financial or legal advice. Limits, timings and charges are set by the Reserve Bank of India, NPCI and individual banks, and can change, so confirm current details with your bank.