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RBI Ombudsman Complaint Format under the Integrated Ombudsman Scheme 2026

Reserve Bank – Integrated Ombudsman Scheme, 2026 (in force from 1 July 2026; Clause 10 on maintainability), replacing the Reserve Bank – Integrated Ombudsman Scheme, 2021

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Sample format, not legal advice. This is a sample format for general information. It is not legal advice and does not create a lawyer–client relationship. Facts, court practice, court fees and stamp duty differ by state and by case. Check the current law and your local court rules, or speak to an advocate, before you file, send or sign it.

A complaint to the RBI Ombudsman — still widely called the Banking Ombudsman — is a free way to get a grievance against a bank, NBFC, prepaid wallet issuer or credit information company resolved without going to court. From 1 July 2026, complaints are governed by the Reserve Bank – Integrated Ombudsman Scheme, 2026 (RB-IOS 2026), which replaced the 2021 Scheme. Complaints received before that date continue under the 2021 Scheme.

You must first complain in writing to the bank or other regulated entity. You can approach the Ombudsman if it rejects your complaint, gives an unsatisfactory reply, or does not reply within 30 days (or any longer period fixed by RBI, NPCI or card network rules). The complaint must reach the Ombudsman within 90 days after that period ends or after the entity's last communication, whichever is later. There is no territorial jurisdiction: under the 'One Nation One Ombudsman' approach, all complaints go through the RBI's online portal or its Centralised Receipt and Processing Centre in Chandigarh.

Filed before
RBI Ombudsman, through cms.rbi.org.in, crpc@rbi.org.in, or by post to the CRPC, Chandigarh
Filed by
The customer personally, or an authorised representative who is not an advocate
Pre-condition
Written complaint to the bank or entity first; reply or 30 days' wait
Time limit
Within 90 days after the 30-day period or the entity's last communication, whichever is later
Fee
None
Compensation
Up to Rs. 30 lakh for consequential loss, plus up to Rs. 3 lakh for time, expenses and harassment

When to use this format

  • Your bank has not reversed an unauthorised or failed electronic transaction despite a written complaint.
  • Charges, penalties or interest have been levied contrary to RBI instructions or the bank's disclosed terms.
  • A lender has not returned title documents after loan closure, or its recovery agents have harassed you.
  • A credit card, UPI, wallet or credit information dispute has not been resolved by the entity.
  • You have not yet complained to the bank — first send a complaint letter to the bank and wait 30 days.

Complaint to the RBI Ombudsman (RB-IOS 2026)

Open PDF

Replace everything in [square brackets] with your own details. Delete lines that do not apply.

COMPLAINT UNDER THE RESERVE BANK – INTEGRATED OMBUDSMAN SCHEME, 2026

Date: [DATE]

To,
The RBI Ombudsman
C/o Centralised Receipt and Processing Centre
Reserve Bank of India
Central Vista, Sector 17
Chandigarh – 160017
Email: crpc@rbi.org.in

Subject: Complaint against [NAME OF BANK / NBFC / PAYMENT SYSTEM PARTICIPANT] regarding [SHORT DESCRIPTION, e.g. unauthorised debit of Rs. [AMOUNT] / wrongful charges / non-refund of failed transaction / harassment by recovery agent]

Sir / Madam,

1. DETAILS OF COMPLAINANT
Name: [FULL NAME]
Address: [FULL POSTAL ADDRESS WITH PIN]
Mobile: [MOBILE NUMBER]
Email: [EMAIL]
[If filed through an authorised representative (not an advocate): Name, address and mobile of the representative, with the signed letter of authority enclosed.]

2. DETAILS OF THE REGULATED ENTITY
Name of bank / NBFC / entity: [NAME]
Branch or office: [BRANCH NAME AND ADDRESS, IFSC IF APPLICABLE]
Account / card / loan / wallet number: [LAST 4 DIGITS ONLY]
Type: [SAVINGS / CURRENT / CREDIT CARD / DEBIT CARD / LOAN / UPI / PREPAID WALLET / OTHER]

3. NATURE OF THE COMPLAINT
[CHOOSE AND DESCRIBE IN ONE LINE, e.g. unauthorised electronic transaction / failed transaction not reversed / charges levied without notice / non-adherence to fair practices in loans / harassment by recovery agent / delay in closing a loan or returning title documents / credit card billing dispute / mis-selling of a third-party product / wrong credit information reporting / KYC-related account freeze].

4. FACTS OF THE COMPLAINT
(a) On [DATE], [WHAT HAPPENED, WITH TRANSACTION REFERENCE / UTR / RRN NUMBERS AND AMOUNTS].
(b) [FURTHER EVENTS IN DATE ORDER].
(c) The above is a deficiency in service on the part of the regulated entity because [ONE OR TWO LINES, e.g. it failed to reverse the amount within the time fixed by RBI / it levied charges not disclosed in its schedule of charges].

5. COMPLAINT FIRST MADE TO THE REGULATED ENTITY
(a) Date of written complaint to the entity: [DATE]
(b) Mode: [BRANCH LETTER / EMAIL / ONLINE PORTAL / NODAL OFFICER]
(c) Complaint / ticket reference number: [NUMBER]
(d) Reply received: [NO REPLY WITHIN 30 DAYS / REPLY DATED [DATE] REJECTING THE COMPLAINT / REPLY DATED [DATE] — NOT SATISFACTORY BECAUSE [REASON]]
(e) Date of the last communication from the entity: [DATE]
[A copy of the complaint and of the entity's reply, if any, is enclosed.]

6. AMOUNT INVOLVED AND RELIEF SOUGHT
(a) Amount involved in the dispute: Rs. [AMOUNT]
(b) Relief sought: [REFUND / REVERSAL OF Rs. [AMOUNT] / WAIVER OF CHARGES / CORRECTION OF CREDIT INFORMATION / RETURN OF TITLE DOCUMENTS / OTHER SPECIFIC DIRECTION]
(c) Compensation for consequential loss: Rs. [AMOUNT] [BRIEF BASIS]
(d) Compensation for loss of time, expenses incurred and harassment: Rs. [AMOUNT]

7. DECLARATION
I declare that:
(a) the information given above is true and correct to the best of my knowledge, and I have not concealed or misrepresented any fact;
(b) I first complained in writing to the regulated entity on the date stated above, and this complaint is made after the regulated entity's reply, or after 30 days without a reply, and within 90 days of the later of the expiry of that period or the entity's last communication;
(c) the subject matter of this complaint is not pending before, and has not been decided on merits by, any court, tribunal, arbitrator or other forum, and is not pending before or already dealt with by the Office of the RBI Ombudsman;
(d) this complaint is not filed through an advocate; and
(e) I will inform the RBI Ombudsman at once if I file any proceeding on the same grievance in any court, tribunal or other forum.

Enclosures:
1. Copy of my written complaint to the regulated entity, with proof of submission
2. Copy of the entity's reply, if any
3. Account statement / transaction proof showing the disputed entries
4. [OTHER DOCUMENTS — SMS alerts, screenshots, loan agreement, schedule of charges, police or cyber complaint acknowledgement]
5. [Letter of authority, if filed through a representative]

Yours faithfully,

[SIGNATURE]
[NAME OF COMPLAINANT]
Place: [PLACE]

How to fill it in

  1. Check that the entity is coveredRB-IOS 2026 covers commercial banks, regional rural banks, state and central co-operative banks, scheduled urban co-operative banks and non-scheduled urban co-operative banks with deposits of Rs. 50 crore or more, NBFCs that are authorised to accept deposits or that have a customer interface and assets of Rs. 100 crore or more, non-bank prepaid instrument issuers and credit information companies. Housing finance companies, core investment companies and a few other NBFC categories are not covered.
  2. Count the 30-day and 90-day periodsWait 30 days after the entity received your written complaint, unless it replied earlier and you are dissatisfied. Then file within 90 days of the end of that period or of the entity's last communication, whichever is later. Also make sure your original complaint to the bank was within the limitation period under the Limitation Act.
  3. Prefer online filingFile at cms.rbi.org.in, where the form validates basic details and you can track the complaint. You can also email crpc@rbi.org.in, or post a signed complaint form to the CRPC, Reserve Bank of India, Central Vista, Sector 17, Chandigarh – 160017. The Scheme prescribes a complaint form for online and offline filing; use this format as the statement of facts to attach to it.
  4. Give transaction referencesQuote dates, amounts and transaction reference numbers (UTR, RRN, card transaction ID). Give only the last four digits of account and card numbers.
  5. Quantify the reliefState the disputed amount, any consequential loss and a separate figure for loss of time and harassment, within the Scheme's limits.
  6. Do not use an advocateUnder RB-IOS 2026, a complaint filed through an advocate is not maintainable unless the advocate is the aggrieved person. You may authorise a family member or other person in writing.
  7. Track and respondThe Ombudsman's office may ask the entity for its reply and try to settle the matter. Respond promptly to any request for documents. If an award is passed, accept it in writing within 30 days, or appeal.

Documents to attach

  • Copy of the written complaint to the bank or entity, with proof of submission or acknowledgement
  • Copy of the entity's reply, if any
  • Account or card statement showing the disputed transactions
  • SMS or email alerts, screenshots and transaction references
  • Loan agreement, sanction letter, key fact statement or schedule of charges, where relevant
  • Acknowledgement of police or cyber crime complaint, for fraud cases
  • Letter of authority, if filed through a representative
  • Identity proof, if asked for

After the complaint: award, appeal and other remedies

The Ombudsman first checks maintainability, then seeks to resolve the complaint by facilitation or settlement. If that fails and a deficiency in service is found, the Ombudsman passes an award after hearing both sides. Under RB-IOS 2026 there is no cap on the amount in dispute; compensation for consequential loss can go up to Rs. 30 lakh, and up to Rs. 3 lakh for loss of time, expenses, harassment and mental anguish.

A complainant who is dissatisfied with an award may appeal to the Appellate Authority (the Executive Director in charge of the RBI's Consumer Education and Protection Department) within 30 days of receiving it, extendable by a further 30 days for sufficient cause. The Ombudsman route does not bar a consumer complaint or civil suit, but you cannot pursue the same grievance in two forums at once.

Common mistakes

  • Going to the Ombudsman without first complaining in writing to the bank.
  • Filing before 30 days have passed, when the bank has not yet replied.
  • Filing more than 90 days after the 30-day period or the bank's last communication.
  • Filing through an advocate, which makes the complaint non-maintainable.
  • Marking the RBI only in copy of a letter to the bank; the complaint must be addressed to the RBI Ombudsman.
  • Filing the same grievance in a Consumer Commission or court at the same time.

Frequently asked questions

What changed with the Integrated Ombudsman Scheme, 2026?
RB-IOS 2026 came into force on 1 July 2026 and replaced the 2021 Scheme. It requires the complaint to be filed within 90 days after the 30-day waiting period or the entity's last communication, raises compensation limits to Rs. 30 lakh for consequential loss and Rs. 3 lakh for harassment and expenses, and keeps filing centralised. Complaints received before 1 July 2026 are still dealt with under the 2021 Scheme.
Is there a fee to complain to the RBI Ombudsman?
No. Filing and resolution are free. You do not need to pay any agent or consultant, and the RBI warns against third parties who charge for filing.
Can a lawyer file the complaint for me?
No. Under RB-IOS 2026, a complaint filed through an advocate is not maintainable unless the advocate is the aggrieved person. You may authorise another person in writing, such as a family member.
Which complaints will the Ombudsman not take up?
Among others: complaints not first raised with the entity, those filed too early or too late, matters pending or decided in a court or other forum, disputes about the entity's commercial judgment (such as refusing a loan), vendor or employee disputes, and services outside RBI's regulatory purview.
What can I do if I am not satisfied with the Ombudsman's decision?
If an award is passed, you can appeal to the Appellate Authority within 30 days of receiving it. If the complaint is rejected or you choose not to appeal, you can still approach a Consumer Commission or civil court within the limitation period.
Is there a helpline?
Yes. The RBI Contact Centre on toll-free number 14448 guides complainants and gives status updates. It does not register complaints; those must be filed online, by email or by post.

Reminder: This is a sample format for general information. It is not legal advice and does not create a lawyer–client relationship. Facts, court practice, court fees and stamp duty differ by state and by case. Check the current law and your local court rules, or speak to an advocate, before you file, send or sign it. Spotted an error? Tell us.