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? 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, Reserve Bank of India Act 1934, Section 35A and Consumer Protection Act 2019. 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.

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.

What to do next: 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.

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 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.