First submit a written complaint to the relevant bank or covered entity. If its response is unsatisfactory or no response is received within the prescribed time, an eligible complaint may be filed with the RBI Ombudsman through the CMS facility.
The RBI Integrated Ombudsman Scheme, 2026 is in force from 1 July 2026; transition rules apply to older cases. If no response is received, 30 days will generally be relevant, or a longer period prescribed by the applicable RBI/NPCI/Card Network may apply. Not every lender, dispute or commercial decision is covered by the Scheme.
What should you do now?
- Keep the date and reference number of your first complaint, along with the institution’s response.
- Check eligibility and the current filing requirements on the official CMS portal.
- Submit a complaint with a clear chronology, the relief sought and supporting documents.
Which documents should you keep?
The bank complaint, response, statements, transaction IDs and calculation of the loss.
Avoid this mistake
Do not treat a verbal conversation with a branch as sufficient proof of a formal complaint.
A hypothetical example
There have been several phone calls with the branch, but there is no complaint receipt. The customer should now submit a written grievance and keep its date and reference number. The record of the first formal complaint and the response is important for showing eligibility for the RBI route.
Is an agent’s fee necessary to file a complaint with the Ombudsman?
The RBI’s complaint facility is cost-free; use the official channel.
Legal basis and useful source
This is general legal information. Advice may differ depending on your facts, the applicable law and the rules of your state.