RBI to Roll Out New Integrated Ombudsman Scheme From July 1, 2026: What Bank Customers Should Know

From July 1, 2026, bank customers will see important changes in how complaints against banks and financial institutions are handled, with the introduction of the Reserve Bank-Integrated Ombudsman Scheme (RB-IOS), 2026. The new framework aims to make grievance redressal faster, clearer and more customer-friendly.

The scheme will replace the existing Integrated Ombudsman Scheme, 2021, and will apply to a wide range of entities regulated by the Reserve Bank of India (RBI).

Who Can Use the Ombudsman Scheme?

Any customer using services of an RBI-regulated entity can file a complaint about service-related deficiencies. The scheme covers:

• All commercial banks
• NBFCs with assets of ₹100 crore and above
• Non-bank prepaid payment instrument issuers
• Credit information companies

Customers must first approach the bank or financial institution directly before escalating the matter to the Ombudsman.

When and How Can Complaints Be Filed?

A complaint can be taken to the Ombudsman if the bank or institution does not respond within 30 days, or if the customer is dissatisfied with the response. The escalation must be done within 90 days of receiving the final reply or after the response deadline expires.

Complaints can be submitted through multiple channels:

• Online portal: cms.rbi.org.in
• Email: crpc@rbi.org.in
• Physical submission to the RBI’s Centralised Receipt and Processing Centre in Chandigarh

All complaints will be screened and processed centrally before being registered.

Types of Complaints Covered

The scheme allows complaints related to a wide range of banking and financial services, including:

• ATM, debit card and credit card issues
• Account operations and KYC-related problems
• Digital banking transaction failures
• Loan recovery practices
• Pension services
• Cheque clearing delays
• Wrongful selling of financial products

However, complaints related to commercial decisions, court matters, employer-employee disputes or services outside RBI regulation will not be entertained.

How Complaints Are Resolved

The Ombudsman may seek information from both the customer and the bank, attempt settlement through conciliation, or pass a formal award if resolution fails. Banks are required to cooperate and submit information within prescribed timelines.

Compensation Limits Under the New Scheme

The scheme clearly defines compensation limits:

• Up to ₹30 lakh for actual financial loss
• Up to ₹3 lakh for mental harassment and loss of time

Customers must accept the award within 30 days for it to remain valid.

What Happens to Existing Complaints?

Complaints submitted before July 1, 2026, will continue to be governed by the Integrated Ombudsman Scheme, 2021. Only new complaints filed from the rollout date will fall under RB-IOS, 2026.

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Conclusion

The RB-IOS, 2026 brings greater clarity, defined timelines and higher compensation caps for customers. By creating a single, integrated grievance redress system, the RBI aims to strengthen customer protection and improve accountability across banks and financial institutions.

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