WordsThe RBI's complaint service
Ombudsman
RBI’s free complaint service for customers of banks, larger card companies and other lenders, and the credit bureaus, under the Integrated Ombudsman Scheme, 2026, in force from 1 July 2026. You complain to the bank first; if it hasn’t replied in 30 days, or a longer time set by RBI, NPCI or card network rules, or you’re unhappy with its reply, you can go to the Ombudsman.
You then have 90 days to file, from the end of that wait or the bank’s last reply, whichever is later, online at cms.rbi.org.in, by email or by post. There’s no fee, and the Ombudsman can award up to ₹30 lakh for a loss that followed and up to ₹3 lakh for your time, expenses and harassment.
Where this comes from
- RBI, Integrated Ombudsman Scheme, 2026In force from 1 July 2026: clauses 1(3), 8(3), 10(1)(e) to (g) and 11
- RBI, Frequently Asked Questions on the Integrated Ombudsman Scheme, 2026Questions 1, 13, 17, 21 and 22
- RBI, Credit Cards and Debit Cards: Issuance and Conduct Directions, 2025Paragraph 85, as updated 1 October 2026
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