The Reserve Bank of India (RBI) has announced a new rule called the Reserve Bank–Integrated Ombudsman Scheme, 2026. This scheme is made to protect customers and make it easier to complain against banks and other financial companies.
The new scheme will start from July 1, 2026. It will replace the older Integrated Ombudsman Scheme of 2021. Any complaints filed before July 1, 2026, will still be handled under the old rules.
Who can use this scheme?
The scheme covers many RBI-regulated financial institutions, including:
- Commercial banks and regional rural banks
- State, central, and eligible urban cooperative banks
- Non-banking financial companies (NBFCs) that deal with customers
- Prepaid payment companies and credit information firms
What complaints can be filed?
Customers can complain about poor service, such as:
- Delays in services
- Failure to follow RBI rules
- Unsatisfactory customer support
However, the scheme does not cover business decisions, staff-related issues, disputes between companies, or cases already in court.
Before going to the ombudsman, a customer must first complain to the bank or company. If there is no reply within 30 days, or if the customer is unhappy with the reply, the ombudsman can be approached.
Is there a limit on compensation?
There is no limit on the value of the complaint.
The ombudsman can award:
- Up to ₹30 lakh for financial loss
- Up to ₹3 lakh for non-financial issues like mental stress or harassment
How to file a complaint?
Complaints can be filed:
- Online through the RBI’s Complaint Management System
- By email or post to a central processing centre
The system focuses on resolving issues through discussion first. If that fails, the ombudsman can give a final decision. Both sides can also appeal against the decision within a fixed time.
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