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? What I am unsure about is the procedure — where the application goes, what it costs, and how long rbi ombudsman complaint matters usually take. A plain explanation of the steps, in order, would help more than a general answer.

MyVakeel Legal Desk · Accepted Answer

The law that applies to rbi ombudsman complaint here is RBI Integrated Ombudsman Scheme 2021, Clause 8 and RBI Integrated Ombudsman Scheme 2021, Clause 9. The detail below matters, because RBI Integrated Ombudsman Scheme 2021, Clause 8 draws the line differently depending on what your documents show.

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.

In practice, in this order: 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.

Timing matters here: RBI Integrated Ombudsman Scheme 2021, Clause 8 works on limitation periods, so a rbi ombudsman complaint claim that is right on the merits can still fail if it is brought late. 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 banking law.