{
 "name": "RBI Ombudsman / Banking Complaints (RB-IOS 2021)",
 "unit": "lakh complaints / scheme terms",
 "dashboard": "https://bankpulse.ai/dashboards/ombudsman/",
 "source": "RBI Reserve Bank - Integrated Ombudsman Scheme, 2021; RBI Annual Report of the Ombudsman (rbi.org.in)",
 "reviewed_by": "Vikram Jain",
 "license": "https://creativecommons.org/licenses/by/4.0/",
 "updated": "2026-06-22T00:11:31+05:30",
 "dateModified": "2026-06-22T00:11:31+05:30",
 "method": "Complaints received under the RBI Ombudsman mechanism by financial year, with the RB-IOS 2021 scheme terms (free; compensation up to Rs 20 lakh for loss plus up to Rs 1 lakh for time/expense/harassment; 30-day prior-complaint rule; one-year filing window). The latest year is indicative/provisional.",
 "note": "Rounded and approximate; NOT in the Verified-numbers ledger pending reviewer sign-off. RB-IOS launched 12 Nov 2021 unifying the Banking Ombudsman, NBFC Ombudsman and Digital Transactions Ombudsman schemes; covers banks, co-operative banks, NBFCs, payment-system operators and credit information companies on a single 'deficiency in service' ground; centralised receipt at the CRPC, Chandigarh; toll-free 14448; portal cms.rbi.org.in. Complaint counts ~3.0 lakh (2020-21) -> ~4.2 lakh (2021-22) -> ~7.0 lakh (2022-23) -> ~9.3 lakh (2023-24, indicative); the rise partly reflects wider coverage and centralised receipt.",
 "process": [
  {
   "step": "1. Complain to the bank / NBFC first",
   "detail": "Raise the grievance with the regulated entity (your bank, NBFC, payment operator or CIC) and keep the complaint reference"
  },
  {
   "step": "2. Wait 30 days",
   "detail": "Approach the RBI Ombudsman only if the entity rejects the complaint, gives no reply within 30 days, or gives an unsatisfactory reply"
  },
  {
   "step": "3. File with the RBI Ombudsman",
   "detail": "File free of cost online at cms.rbi.org.in, by the toll-free 14448 contact centre, or by post to the CRPC, Chandigarh — within one year"
  },
  {
   "step": "4. Resolution or Award",
   "detail": "The Ombudsman facilitates settlement or, failing that, issues a binding Award directing redress and compensation"
  },
  {
   "step": "5. Appeal",
   "detail": "Either side may appeal an Award to the Appellate Authority — the RBI Executive Director in charge of the Consumer Education and Protection Department"
  }
 ],
 "coverage": [
  {
   "item": "Regulated entities covered",
   "detail": "All commercial banks, regional rural banks, scheduled primary (urban) co-operative banks, NBFCs (taking deposits / with customer interface), payment-system operators and Credit Information Companies"
  },
  {
   "item": "Ground of complaint",
   "detail": "'Deficiency in service' — a single, broad, jurisdiction-neutral ground replacing the narrow lists in the three earlier schemes"
  },
  {
   "item": "One Nation, One Ombudsman",
   "detail": "A complainant deals with one scheme and one portal regardless of the entity or location — the RBI processes and routes it centrally"
  },
  {
   "item": "Centralised receipt (CRPC)",
   "detail": "A Centralised Receipt and Processing Centre at Chandigarh receives and processes complaints across all channels, with multi-lingual support"
  },
  {
   "item": "What is excluded",
   "detail": "Matters already before a court, complaints on commercial-judgement / pricing, staff-grievance and similar are outside the Ombudsman's remit"
  },
  {
   "item": "Binding & free",
   "detail": "The process is free to the customer and an Ombudsman's Award, once accepted, is binding on the regulated entity"
  }
 ],
 "complaints_series": [
  {
   "year": "2020-21",
   "complaints_lakh": 3.0,
   "approximate": true,
   "note": "Last full year under the three earlier schemes (Banking Ombudsman + NBFC + Digital Transactions), before integration"
  },
  {
   "year": "2021-22",
   "complaints_lakh": 4.2,
   "approximate": true,
   "note": "Transition year — RB-IOS launched 12 Nov 2021 unifying the three schemes under 'One Nation One Ombudsman'"
  },
  {
   "year": "2022-23",
   "complaints_lakh": 7.0,
   "approximate": true,
   "note": "First full year of RB-IOS with centralised receipt at the CRPC, Chandigarh; coverage extended to Credit Information Companies"
  },
  {
   "year": "2023-24",
   "complaints_lakh": 9.3,
   "approximate": true,
   "note": "Indicative / provisional — volumes keep rising as awareness and the 14448 contact centre widen access (pending confirmation)"
  }
 ]
}