How do I file a complaint under the RBI Integrated Ombudsman Scheme 2021?

Question

My bank has not resolved my complaint about wrongful charges even after 30 days. How do I escalate this to the RBI Ombudsman? I have been reading conflicting things online and I would like to understand what Indian law actually says about this, which Act and Section applies, what the realistic timelines and costs are, and what I should be doing right now to protect my position. If the matter can be resolved without litigation I would prefer that route, but I want to know what my rights are before I agree to anything or sign any document.

MyVakeel Legal Desk · Accepted Answer

How do I file a complaint under the RBI Integrated Ombudsman Scheme 2021? is governed in India primarily by RBI Integrated Ombudsman Scheme 2021, Clause 8 and RBI Integrated Ombudsman Scheme 2021, Clause 9. The short answer is set out below, followed by the practical steps most people in this situation need to take. Read it alongside the specific provisions named, because the exact relief available to you turns on the facts you can prove on paper.

Under Clause 8, a complaint can be filed with the Ombudsman if the bank does not reply within 30 days, rejects the complaint, or the complainant is dissatisfied with the reply.

Complaints can be filed online through RBI's Complaint Management System (CMS) portal, by email, or physically in the prescribed format at the nearest Ombudsman office.

Clause 9 lists grounds excluded from the scheme, such as disputes requiring elaborate evidence or matters already subjudice, so the complaint must fall within the covered grounds.

The Ombudsman can award compensation for the loss suffered and mental agony, subject to prescribed limits, and awards are binding unless appealed to the Appellate Authority.

There is no fee for filing a complaint under this scheme, making it an accessible remedy for individual banking grievances.

What to do next: 1) First lodge a written complaint with the bank and preserve proof of submission and the date; 2) Wait 30 days for a response, or note the date of an unsatisfactory reply; 3) File the complaint on the RBI CMS portal with complete details and supporting documents; 4) Track the case number and respond promptly to any queries from the Ombudsman's office.

If the other side has already issued a notice, filed a case or set a deadline, treat the matter as time-sensitive — most remedies under RBI Integrated Ombudsman Scheme 2021, Clause 8 carry limitation periods, and a delay you cannot explain weakens an otherwise strong case. You can post the details on the MyVakeel forum for a practising advocate to review, or book a paid consultation with a Bar Council verified lawyer in this practice area.