RB-IOS: How to Complain to RBI Ombudsman (2026 Scheme)
Independent guide. We are not part of RBI, NPCI or any bank, and we never ask for your account details, PIN or OTP.
RB-IOS stands for Reserve Bank – Integrated Ombudsman Scheme. It lets you complain free of cost to an RBI Ombudsman about a bank, NBFC, payment wallet or credit bureau. First complain to the company. If it doesn't reply within 30 days, or you're unhappy, file at cms.rbi.org.in within 90 days. Compensation can go up to ₹30 lakh.
- Full form
- Reserve Bank – Integrated Ombudsman Scheme
- Current version
- RB-IOS 2026, from 1 Jul 2026
- Cost
- Free
- Wait for company's reply
- 30 days
- Then file within
- 90 days
- Compensation
- Up to ₹30 lakh + ₹3 lakh
- Helpline
- 14448 (toll-free)
- File online
- cms.rbi.org.in
How an RBI Ombudsman complaint works
When can you complain to the RBI Ombudsman?
Your complaint is accepted only if all of these are true:
- You first complained to the bank or company, in writing or another mode you can prove.
- It didn't reply within 30 days (or a longer time set by RBI, NPCI or the card network), or you're not satisfied with its reply.
- You file with RBI within 90 days after that 30-day period ends, or after the company's last reply, whichever is later.
- You file it yourself, or through an authorised person who is not a lawyer (unless the lawyer is the affected person).
- The same issue is not already pending or decided by the Ombudsman, a court, tribunal or arbitrator. A police case for a crime does not count.
- You gave complete details, and the complaint is not abusive or frivolous.
Not covered: a bank's commercial decisions (such as refusing a loan), disputes between a vendor and the bank, complaints against bank staff personally, action taken on a court or police order, services RBI doesn't regulate, and employee disputes.
Which companies does RB-IOS cover?
- Banks: all commercial banks, regional rural banks, state and central co-operative banks, and urban co-operative banks (non-scheduled ones only if their deposits are ₹50 crore or more).
- NBFCs: those that take deposits, or deal with customers and have assets of ₹100 crore or more. Housing finance companies and a few specialised types are excluded.
- Payment wallets: all non-bank PPI issuers.
- Credit bureaus: credit information companies, such as those that issue credit scores.
How to file an RBI Ombudsman complaint
- Email: [email protected], using the complaint form in the scheme's annex.
- Post: Centralised Receipt and Processing Centre, 4th Floor, Reserve Bank of India, Sector 17, Central Vista, Chandigarh 160017.
- A posted complaint must be signed by you or your authorised representative.
- Call toll-free 14448. The automated line works 24×7.
- Agents answer Monday to Saturday, 8 am to 10 pm (except national holidays), in English, Hindi and ten regional languages.
- The helpline explains the scheme and how to file; the complaint itself is filed online, by email or by post.
Keep these ready
- Proof of your complaint to the company (email, letter, complaint number) and its reply, if any.
- Account or card details (last digits only), dates, amounts, and the UTR or RRN of the payment.
- Statements, screenshots or letters that support your complaint.
What happens after you file
The company sends its reply and documents to the Ombudsman. If it doesn't, the Ombudsman can decide without it.
The Ombudsman tries to settle the complaint by agreement, and may hold a meeting with you and the company, in person or online.
If it isn't settled, the Ombudsman hears both sides and passes an Award, which can order a refund or compensation.
Accept the Award in writing within 30 days of receiving it, or it lapses.
The company must comply within 30 days of your acceptance, or appeal.
| Compensation the Ombudsman can award | Limit |
|---|---|
| For your loss | Up to ₹30 lakh |
| For lost time, expenses and harassment | Up to ₹3 lakh more |
Appeal: if you disagree with the Award, appeal within 30 days to the Appellate Authority, the Executive Director in charge of RBI's Consumer Education and Protection Department. A further 30 days may be allowed for good reason.
How to track your complaint
Use the complaint number you received to check the status on cms.rbi.org.in, or call 14448.
Common complaints people file
Failed payments
UPI or IMPS money debited but not reversed on time.
ATM problems
Cash not dispensed, but the account was debited.
Cards
Unauthorised card transactions, wrong charges or delayed refunds.
Loans
Wrong interest, unexplained charges, or documents not returned after closure.
Charges
Fees deducted without notice or against the bank's own rules.
Credit reports
A wrong entry in your credit report not corrected by the credit bureau.
Fraud: report first, complain later
- Lost money to a fraudster? Call 1930 or report on the National Cybercrime Reporting Portal at once, and tell your bank. Speed matters for freezing the money.
- Then, if the bank handles your fraud complaint poorly (for example, refuses a refund you're entitled to), complain under RB-IOS. A police case doesn't stop you from using RB-IOS.
History of the RBI Ombudsman
RBI merges its separate ombudsman schemes for banks, NBFCs and digital payments into one: the Integrated Ombudsman Scheme, 2021.
RB-IOS 2026 replaces it, raising compensation to ₹30 lakh plus ₹3 lakh and setting a 90-day filing window.
FAQs
Is there a fee to complain to the RBI Ombudsman?
No. RB-IOS is free.
Can I go straight to the RBI Ombudsman?
No. You must first complain to the bank or company and wait 30 days for a reply, unless it replies earlier and you're not satisfied.
How long do I have to file with RBI?
Within 90 days after the company's 30-day reply period ends, or after its last reply, whichever is later.
How much compensation can I get?
Up to ₹30 lakh for your loss, plus up to ₹3 lakh for lost time, expenses and harassment.
Can a lawyer file for me?
No, unless the lawyer is the affected person. You can authorise another person who is not a lawyer.
What if I don't agree with the Ombudsman's decision?
Appeal to RBI's Appellate Authority within 30 days of receiving the Award.
Official sources
- RBI – Reserve Bank – Integrated Ombudsman Scheme, 2026 (full text) (accessed 31 Oct 2026)
- RBI – The Reserve Bank – Integrated Ombudsman Scheme, 2021 (notification) (accessed 31 Oct 2026)
- RBI – Complaint Management System (accessed 31 Oct 2026)
- RBI – RTGS FAQs (refers to RB-IOS 2026) (accessed 31 Oct 2026)
- RBI – Failed-transaction timelines and compensation (accessed 31 Oct 2026)
- Ministry of Home Affairs – National Cybercrime Reporting Portal (accessed 31 Oct 2026)
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