Reserve Bank - Integrated Ombudsman Scheme, 2026: Key FAQs

 Regulatory Update

The Reserve Bank of India (RBI) has released a detailed set of Frequently Asked Questions on the Reserve Bank - Integrated Ombudsman Scheme, 2026 (RB-IOS, 2026), which came into force with effect from July 1, 2026, replacing the Reserve Bank - Integrated Ombudsman Scheme, 2021.

Overview

RB-IOS, 2026 is a cost-free, expeditious and non-adversarial alternate grievance redress mechanism for customer complaints involving deficiency in service by Regulated Entities covered under the Scheme. Complaints received before July 1, 2026, appeals arising from decisions under RB-IOS, 2021, and execution of awards issued thereunder will continue to be governed by RB-IOS, 2021 and related RBI instructions.

Alternate Grievance Redress Framework

The AGR Framework of the Reserve Bank comprises the Offices of the RBI Ombudsman, the Centralised Receipt and Processing Centre (CRPC), Consumer Education and Protection Cells (CEPCs), and the Consumer Education and Protection Department (CEPD), which assists the Appellate Authority and processes appeal cases.

Entities Covered

RB-IOS, 2026 applies only to specified categories of Regulated Entities, namely:

• All Commercial Banks, Regional Rural Banks, State Co-operative Banks, Central Co-operative Banks, Scheduled Primary (Urban) Co-operative Banks, and Non-Scheduled Primary (Urban) Co-operative Banks with deposit size of Rs. 50 crore and above as on the date of the audited balance sheet of the previous financial year;
• NBFCs registered with RBI, excluding Housing Finance Companies, Core Investment Companies, IDF-NBFCs, NBFC-IFCs, NOFHCs, Primary Dealers and Mortgage Guarantee Companies, which either are authorized to accept deposits or have customer interface with asset size of Rs. 100 crore and above;
• Non-bank Prepaid Payment Instrument Issuers; and
• Credit Information Companies.

Complaints against RBI-regulated entities not covered under the Scheme are not maintainable and may be addressed under other applicable grievance redress arrangements, such as the Consumer Education and Protection Cells.

Procedure for Filing a Complaint

A complainant must first approach the concerned Regulated Entity. A complaint may be filed before the RBI Ombudsman only if no reply is received within 30 days (or the timeline specified by RBI, NPCI or Card Network guidelines, whichever is higher) or if the complainant is dissatisfied with the resolution provided. The complaint must be filed within 90 days from the date on which the applicable timeline expires or the date of the last communication from the Regulated Entity, whichever is later.

Complaints may be filed through the following modes:

• Online: Complaint Management System (CMS) portal
• E-mail: Addressed to the Centralised Receipt and Processing Centre
• Physical mode: Duly signed complaint form with supporting documents sent to the Centralised Receipt and Processing Centre, Reserve Bank of India, Central Vista, Sector 17, Chandigarh - 160017

There is no charge or fee for filing or resolving complaints under the Scheme.

Non-Maintainable Complaints

Certain categories of complaints are not maintainable under RB-IOS, 2026, including complaints not addressed directly to the RBI Ombudsman, complaints with incomplete information, complaints filed before first approaching the Regulated Entity, complaints relating to commercial judgment or decisions of a Regulated Entity, disputes between a vendor and a Regulated Entity, matters sub judice before a Court, Tribunal or Arbitrator, and grievances arising from compliance with orders of a judicial or quasi-judicial authority, among others.

Resolution Process

On receipt, a complaint is examined for maintainability. If found maintainable, it is forwarded to the concerned Regulated Entity for a response, following which the complaint may be resolved through:

1. Settlement — facilitation, advisory or conciliation resulting in a mutually acceptable resolution;
2. Award — where deficiency in service is established, directing the Regulated Entity to take remedial action and/or pay compensation; or
3. Rejection — where no deficiency in service is found or the complaint falls under a non-maintainability ground, with reasons recorded.

Compensation

There is no monetary limit on the amount involved in a dispute brought before the RBI Ombudsman. However, the RBI Ombudsman may award compensation up to Rs. 30 lakh for consequential loss suffered by the complainant, and up to Rs. 3 lakh for loss of time, expenses incurred, and harassment or mental anguish suffered.

Appellate Mechanism

An appeal lies only against an Award passed by the RBI Ombudsman. A complainant aggrieved by an Award may appeal to the Appellate Authority within 30 days of receipt of the Award, extendable by a further 30 days for sufficient cause. A Regulated Entity may also appeal against an Award, subject to prior sanction, except where the Award arises from the entity's failure to furnish required information or documents. The Appellate Authority may dismiss the appeal, allow it and set aside the Award, remand the matter for fresh disposal, modify the Award, or pass any other appropriate order.

Statutory Basis

The directions under RB-IOS, 2026 have been issued by the Reserve Bank of India in exercise of its statutory powers to regulate grievance redress mechanisms for customers of Regulated Entities, consistent with its consumer protection mandate.

Key Takeaway

Regulated Entities should review and update internal grievance redress standard operating procedures to align with the timelines and maintainability requirements under RB-IOS, 2026, and ensure customer-facing teams are equipped to handle complaints within the prescribed response windows to minimise escalation to the Ombudsman.