Introduction
The Banking Ombudsman scheme provides Indian customers with a free and efficient mechanism to resolve disputes with banks and financial institutions. Established by the Reserve Bank of India (RBI), this grievance redressal system helps customers address issues ranging from unauthorized transactions to loan-related complaints without going to court.
Key Features of the Banking Ombudsman Scheme
- Cost-free complaint resolution process
- No legal representation required
- Digital tracking of complaint status
- Time-bound resolution (typically within 90 days)
- Covers banks, NBFCs and payment system providers
- Provides remedies including refunds, compensation and corrective actions
When to Approach the Ombudsman
You can file a complaint with the Banking Ombudsman if:
- Your bank hasn’t responded to your complaint within 30 days
- The bank’s response is unsatisfactory
- The bank refuses to resolve your grievance
- You experience unfair banking practices or service deficiencies
Common Banking Issues Covered
- Failed or delayed fund transfers (NEFT/RTGS/IMPS)
- Unauthorized ATM or credit card transactions
- Loan sanction or disbursement delays
- Wrongful account freezes or closures
- Unjustified service charges or fees
- Mobile/internet banking access issues
- Fraudulent transactions without refund
How to File a Complaint – Step by Step
Step 1: First Approach Your Bank
- Lodge a formal complaint through:
- Bank branch (written complaint)
- Email (customer care)
- Online banking portal
- Always obtain and preserve acknowledgment proof
Step 2: Wait for Bank’s Response
- Allow 30 days for the bank to respond
- If no response or unsatisfactory resolution, proceed to RBI Ombudsman
Step 3: File with RBI Ombudsman
Choose any of these methods:
Online (Recommended)
- Visit RBI Complaint Portal
- Register as new user
- Fill complaint form with all details
- Upload supporting documents
- Submit and note reference number
Send complaint to: crpc@rbi.org.in
Include:
- Your contact details
- Bank and branch information
- Detailed complaint description
- Supporting documents
Offline (Post)
Download complaint form from RBI website and mail to:
Centralised Receipt and Processing Centre (CRPC), Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017
Documents Required
- Copy of complaint filed with bank
- Bank’s response (if any)
- Account statements
- Transaction proofs
- Communication records with bank
- Any other relevant evidence
After Filing – What to Expect
- Acknowledgement with reference number
- Bank’s response sought within 15-20 days
- Mediation/conciliation process if needed
- Final decision (Award) if unresolved
- Option to appeal to RBI Deputy Governor
Who Can File Complaints?
- Individual bank customers
- Small business owners
- NRIs (through representatives)
- Sole proprietorships and partnerships
- Startups and MSMEs
Important Tips
✔ Always exhaust bank’s grievance mechanism first
✔ Maintain complete documentation
✔ Be specific about compensation sought
✔ Follow up using your reference number
✔ If unsatisfied with Ombudsman’s decision, you can approach consumer court
Need Legal Assistance?
B S Makar, Advocate
📞 +91-9878131111 | 🌐 www.makarlaws.com
Specializing in Banking Disputes, Consumer Protection & Financial Fraud Cases
