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

Question

My bank has not resolved my complaint about wrongly charged fees for over a month. How can I escalate this to the RBI Ombudsman? Before I spend money on it, I want to know whether RBI Integrated Ombudsman Scheme 2021 gives me a remedy here and what proof I would need. Any Section numbers I can quote when I write to them would be useful.

MyVakeel Legal Desk · Accepted Answer

RBI Integrated Ombudsman Scheme 2021, Reserve Bank of India Act 1934, Section 35A and Consumer Protection Act 2019 is what decides this question in India. Read it alongside the provisions named, because the relief available to you turns on the facts you can prove on paper.

The RBI Integrated Ombudsman Scheme 2021 consolidated three earlier ombudsman schemes into a single 'One Nation One Ombudsman' system covering banks, NBFCs and payment system participants for a wide range of deficiencies in service.

A complainant must first approach the regulated entity's own grievance redressal mechanism, and can escalate to the RBI Ombudsman only if the complaint is not resolved within 30 days, rejected, or the resolution is unsatisfactory.

Complaints can be filed free of cost online through the RBI's Complaint Management System (CMS) portal, and the Ombudsman can pass an award including compensation for the complainant's loss of time, expenses and harassment, subject to a monetary ceiling.

The scheme follows a 'deemed deficiency' approach, meaning the complainant does not need to specifically prove which exact ground applies, as long as service deficiency is shown broadly, simplifying the process for consumers.

An appeal against the Ombudsman's decision or the regulated entity's rejection can be filed before the Appellate Authority within the RBI within 30 days of the order.

In practice, in this order: 1) First lodge a written complaint with your bank and wait for 30 days or a rejection; 2) If unresolved, file the complaint on the RBI CMS portal with your bank's complaint reference number; 3) Attach all supporting documents such as statements, correspondence and the bank's reply; 4) If dissatisfied with the Ombudsman's decision, file an appeal before the Appellate Authority within 30 days.

Timing matters here: RBI Integrated Ombudsman Scheme 2021 works on limitation periods, so a rbi ombudsman 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.