RBI Ombudsman Complaint Guide: The 2026 Scheme Explained

Quick answer

You can complain to the RBI Ombudsman free of charge at cms.rbi.org.in, but only after complaining to your lender first. Wait 30 days for a reply, or file sooner if the lender replies and you're not satisfied. File within 90 days after that. Housing finance companies and smaller NBFCs are not covered by the 2026 scheme.

Which scheme applies

The Reserve Bank – Integrated Ombudsman Scheme, 2026 (RB-IOS 2026) came into force on 1 July 2026 and replaced RB-IOS 2021. Complaints received before 1 July 2026, appeals from decisions under the 2021 scheme and execution of its awards continue under RB-IOS 2021.

Is your lender covered?

Covered: commercial banks, regional rural banks, state and central co-operative banks, and scheduled urban co-operative banks; non-scheduled urban co-operative banks with deposits of ₹50 crore or more; RBI-regulated NBFCs that accept deposits or have a customer interface, with assets of ₹100 crore or more (from the last audited balance sheet); and other entities named in the scheme, such as non-bank prepaid instrument issuers and credit information companies.

Not covered: housing finance companies, core investment companies, IDF-NBFCs, NBFC-IFCs, NOFHCs, primary dealers, mortgage guarantee companies, and NBFCs below the thresholds above. RBI says such complaints may be handled under other RBI grievance arrangements, including Consumer Education and Protection Cells where applicable.

Example: say your home loan is with a housing finance company. RB-IOS 2026 does not cover it, so start with the company's own grievance officer and check RBI's other grievance routes.

Before you file: complain to the lender first

The Ombudsman will not accept your complaint unless you first complained to the lender and can show proof. Use the lender's official complaint channel and keep the reference number. Bank-specific routes: SBI, HDFC Bank, ICICI Bank, Axis Bank.

The 30-day wait and the 90-day deadline

You can file if the lender has not replied within 30 days of receiving your complaint (or a longer period set by RBI, NPCI or card network rules, if one applies), or if it replied and you are not satisfied. You must file within 90 days from the end of that period or from the date of the lender's last communication, whichever is later.

Example: say you complained to your bank on 1 August and got no reply. From 31 August you may file, and the 90 days run from then. If the bank replies on 20 August and you're unhappy, you can file straight away, within 90 days of 20 August.

How to file

Ways to file under the scheme:

• Online: https://cms.rbi.org.in
• Email: crpc@rbi.org.in
• Post: a signed complaint form with documents to the Centralised Receipt and Processing Centre, Reserve Bank of India, Chandigarh (full address on RBI's FAQ page).
• Cost: none; RBI describes the scheme as cost-free.
• Who files: you, or an authorised representative. An advocate cannot file on your behalf unless the advocate is the aggrieved person.

What the Ombudsman can and cannot do

It looks at deficiency in service, for example recovery conduct that breaks RBI rules, not crediting payments, or not issuing documents. It can pass awards, including compensation within prescribed limits.

It will not take up, among others: the lender's commercial judgment (such as whether to offer you a loan settlement), complaints already pending or decided in a court or tribunal (a criminal case or police investigation is not treated as the same grievance), complaints made to the lender after the limitation period, and complaints filed before the 30-day wait ends without a reply.