RBI Integrated Ombudsman Scheme, 2026
The new complaint-redressal scheme effective 1 July 2026: who is covered, when a customer can approach the Ombudsman, compensation and appeals.
Key points
- The Reserve Bank – Integrated Ombudsman Scheme, 2026 came into force on 1 July 2026, replacing the 2021 scheme.
- A customer must first complain to the bank; the Ombudsman can be approached if there is no reply in 30 days or the customer is not satisfied.
- The complaint must be filed within 90 days of the bank's final reply or of the reply period ending.
- Compensation: up to ₹30 lakh for actual financial loss plus up to ₹3 lakh for loss of time, expenses and harassment.
- Appeals go to RBI's Appellate Authority within 30 days.
Why it matters at the branch
Every unresolved branch complaint can become an Ombudsman case. Knowing the timelines helps staff resolve issues within the bank's own grievance process, which is faster for the customer and better for the bank.
Entities covered
- All commercial banks.
- NBFCs with asset size of ₹100 crore and above (as specified).
- Non-bank issuers of prepaid payment instruments.
- Credit Information Companies.
Step-by-step process
- The customer lodges a written complaint with the regulated entity (bank).
- If the bank rejects it, gives a partial resolution the customer does not accept, or does not reply within 30 days, the customer may approach the RBI Ombudsman.
- The complaint is filed online on RBI's Complaint Management System or through the Centralised Receipt and Processing Centre.
- The Ombudsman tries facilitation and conciliation first; if that fails, an Award is passed.
- The customer must accept the Award within 30 days, otherwise it lapses.
Time limits and amounts
| Item | RB-IOS 2026 |
|---|---|
| Waiting period after complaint to bank | 30 days |
| Time to approach Ombudsman | Within 90 days of the bank's final reply or of the reply period ending |
| Compensation for actual loss | Up to ₹30 lakh |
| Compensation for harassment, time and expenses | Up to ₹3 lakh |
| Customer's acceptance of Award | Within 30 days |
| Appeal to Appellate Authority | Within 30 days |
Exam tip: Complaints received before 1 July 2026 continue to be handled under the 2021 scheme. Under the 2021 scheme, compensation limits were ₹20 lakh for loss and ₹1 lakh for harassment, and the customer had one year to approach the Ombudsman.
Bank's obligations
- Display the salient features of the scheme at branches and on the website, in English, Hindi and the regional language.
- Publish the name and contact details of the Principal Nodal Officer.
- Comply with an accepted Award within the time specified, and report compliance.