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Nodal officer

The senior officer who represents a bank or card company on complaints filed against it with the RBI Ombudsman. RBI’s rules make each one covered by the Ombudsman scheme appoint a principal nodal officer at head office, at least a general manager in rank, and show their name, phone number and email on its website and in its branches.

Banks also make them the last step of their own complaints ladder; HDFC Bank’s grievance policy, for example, goes from customer care to its grievance redressal cell to the principal nodal officer.

Where this comes from

  1. RBI, Integrated Ombudsman Scheme, 2026In force from 1 July 2026: clauses 1(3), 18(2), 18(3) and 18(6)
  2. HDFC Bank, Grievance Redressal PolicyVersion 1.13, 26 November 2024, section 5(f)

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