Complaint to the RBI Ombudsman
When a bank, NBFC, payment company or credit bureau has rejected your complaint or left it unanswered for 30 days, the Reserve Bank's Ombudsman will hear it, free of charge. This is the forum at the top of the ladder, and it has the power to award compensation.
to file, at any stage of the scheme
without reply, or earlier on rejection, before you may file
after the reply to file; one year and 30 days if there was none
maximum award for consequential loss, with up to ₹1 lakh more for harassment
Who can be complained against
किसके विरुद्ध शिकायतThe Reserve Bank Integrated Ombudsman Scheme, 2021 covers the regulated entities below, for any deficiency in service.3
- BanksCommercial banks, regional rural banks, small finance and payments banks, and the larger urban co-operative banks.3
- NBFCsNon-banking financial companies regulated by the RBI, including those financing vehicles, homes and consumer goods, subject to the scheme's thresholds.3
- Payment system participantsWallet and prepaid instrument issuers, and other entities authorised to run payment systems.3
- Credit information companiesTransUnion CIBIL, Experian, Equifax and CRIF High Mark.3
Is your complaint ready?
क्या आपकी शिकायत तैयार है?Five questions that decide whether the Ombudsman will hear the matter now.
The check reflects the main conditions of the scheme and is not a decision on your complaint. Dates may be calculated on the status page.4
What the Ombudsman will not hear
लोकपाल किन मामलों पर विचार नहीं करता| The Ombudsman does not ordinarily entertain | Note |
|---|---|
| A complaint not first made to the institution | Write to the institution, then wait for its reply or 30 days. |
| A complaint out of time | One year after the reply, or one year and 30 days after the complaint where there was no reply. |
| A matter pending or decided elsewhere | Before a court, tribunal, arbitrator or another forum, or already dealt with by an Ombudsman on the same facts. |
| A complaint through an advocate | Unless the advocate is the aggrieved person. An authorised representative who is not an advocate is permitted. |
| A commercial judgement of the institution | Such as a decision whether to lend, or on what terms, as distinct from a deficiency in service. |
| An abusive or frivolous complaint | Or one that does not set out the deficiency and the relief sought. |
How to file
शिकायत कैसे दर्ज करेंFiling is free, in writing, and may be done without a lawyer.
- OnlineFile on cms.rbi.org.inThe Complaint Management System of the RBI. Select the institution, describe the deficiency, state the relief, and upload your complaint to the institution and its reply.
- By email or postOr write to the CRPCEmail crpc@rbi.org.in, or post to the Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh 160017.
- For helpCall the RBI contact centreToll free 14448, for information on the scheme and the status of a complaint already lodged.
- Through the BureauOr file as your authorised representativeUnder your Letter of Authority, the Bureau lodges the complaint with the record annexed and follows it to its end.5
After filing
शिकायत के बाद- Facilitation and conciliationThe Ombudsman first seeks a settlement between you and the institution by facilitation, conciliation or mediation.6
- An awardWhere no settlement is reached, the Ombudsman may pass an award directing the institution to remedy the deficiency and to pay compensation.6
- Compensation limitsUp to ₹20 lakh for the consequential loss suffered, and in addition up to ₹1 lakh for loss of time, expenses incurred and harassment or mental anguish.7
- Acceptance and complianceAn award lapses unless you accept it in writing within 30 days of receiving it. The institution must then comply within 30 days of receiving your acceptance.6
- AppealIf the complaint is rejected on specified grounds, or an award goes against you, an appeal lies to the Appellate Authority within 30 days of receiving the decision.6
- Internal OmbudsmanBanks and certain NBFCs must place a complaint they propose to reject before their own Internal Ombudsman before they reply.8
The complaint statement
शिकायत का विवरणA structure for the statement of complaint, to paste into the portal or send by email. Complete the bracketed particulars.
Complaint to the Ombudsman under the Reserve Bank Integrated Ombudsman Scheme, 2021 Complainant: [Name], [Address], [Email address] Regulated entity: [Name of the bank, NBFC, payment company or credit bureau], [Branch] Account: [Loan / card / account number; last four digits for a card] 1. Complaint to the regulated entity: I complained in writing on [date], reference [number]. [It replied on (date) rejecting the complaint / replying unsatisfactorily.] [It has not replied within 30 days.] 2. Deficiency in service: [Set out the facts in the order in which they occurred, with dates.] 3. Provisions engaged: [The RBI direction, code or circular that the regulated entity has not observed.] 4. Relief sought: [The correction, refund, documents or action sought.] Compensation of Rs. [amount] for consequential loss, and compensation for loss of time, expenses and harassment. 5. Declaration: The matter is not pending or decided before any court, tribunal, arbitrator or other forum, and is not the subject of an earlier complaint to an Ombudsman. Enclosures: complaint to the regulated entity; its reply, if any; supporting documents. [Name] [Date]
Documents to attach
संलग्न दस्तावेज़- Your written complaint to the institution, with its date
- The institution's reply, or proof that 30 days passed without one
- The loan agreement, statement or card statement in question
- Notices, messages and receipts that prove the facts stated
- Escalations to the Nodal and Principal Nodal Officers, if made
- Identity proof, with the Aadhaar number masked
Questions
प्रश्नDo I need a lawyer to file before the RBI Ombudsman?
No. The scheme is free and designed for the citizen to file personally. A complaint may also be lodged through an authorised representative who is not an advocate, which is how the Bureau files under your Letter of Authority.5
Can I go to the Ombudsman directly, without complaining to the bank first?
No. The complaint must first be made to the institution in writing. The Ombudsman may be approached once it rejects the complaint, replies unsatisfactorily, or does not reply within 30 days.4
How much compensation can the Ombudsman award?
Up to ₹20 lakh for the consequential loss suffered, and in addition up to ₹1 lakh for loss of time, expenses and harassment or mental anguish. The amount in dispute itself is not limited.7
What if I am not satisfied with the Ombudsman's decision?
An appeal lies to the Appellate Authority within 30 days of receiving the award or the rejection, on the grounds the scheme allows. The citizen also remains free to approach a Consumer Commission or a court.6
Other guides
अन्य मार्गदर्शिकाएँCase Registry
A grievance left unanswered is a grievance not yet registered.