To file a complaint with the RBI Ombudsman, first complain to your bank, NBFC, or payment service provider and wait 30 days for a response. If unsatisfied or if you receive no response, file a free complaint on the RBI Complaint Management System at cms.rbi.org.in. The Ombudsman aims to resolve complaints within 30 days, and the entire process is completely free of charge.
Who can file an RBI Ombudsman complaint
- Any individual customer of a commercial bank (public sector, private sector, or foreign bank operating in India)
- Any customer of a Regional Rural Bank or a cooperative bank
- Any customer of a Non-Banking Financial Company (NBFC) registered with RBI
- Any user of a payment system participant (including UPI apps, mobile wallets, prepaid payment instruments, and card networks)
- Any individual whose data is held by a Credit Information Company (such as CIBIL, Equifax, Experian, or CRIF High Mark)
- A non-individual (company, partnership, trust) can also file if the complaint relates to banking services
- An authorised representative or legal heir of a deceased customer
You cannot file if: (a) you have not first complained to the bank or regulated entity; (b) the same complaint is pending before any court, tribunal, or arbitrator; (c) the complaint relates to the same subject matter that has already been dealt with by the Ombudsman or any court; or (d) the complaint is frivolous or vexatious.
Documents you will need
Mandatory documents
- Copy of the complaint made to the bank/regulated entity — The original complaint you submitted to the bank, NBFC, or payment provider, including the date of submission and any reference number received
- Bank's response (if any) — The rejection letter, partial resolution letter, or any response received from the bank within the 30-day period
- Identity proof — Aadhaar card, PAN card, or passport (scanned copy for online filing)
- Account details — Bank account number, branch name, and IFSC code related to the complaint
- Transaction evidence — Bank statements, transaction receipts, UPI screenshots, or SMS alerts showing the disputed transaction
Additional documents (if applicable)
- Loan agreement or credit card agreement — If the complaint relates to lending, credit card charges, or loan recovery practices
Step-by-step process
Step 1: Complain to your bank or regulated entity first
Before approaching the RBI Ombudsman, you must first raise the complaint directly with your bank, NBFC, or payment service provider. This is a mandatory prerequisite under Clause 6 of the Integrated Ombudsman Scheme, 2021. Complain through the bank's official grievance redressal mechanism — visit the branch, call the customer care number, email the nodal officer, or use the bank's online complaint portal.
Where: Your bank branch, customer care helpline, or the bank's official complaint portal Form: No prescribed format — written complaint by email, letter, or through the bank's portal
Tip: Always get a complaint reference number or acknowledgement when you complain to the bank. Keep a copy of the complaint and the acknowledgement — you will need to provide these when filing with the Ombudsman.
Step 2: Wait 30 days for the bank's response
After submitting your complaint to the bank, you must wait for the bank's response. Under the RBI's internal ombudsman framework, banks are required to resolve complaints within 30 days. You can approach the RBI Ombudsman only if: (a) the bank does not respond within 30 days; (b) the bank rejects your complaint wholly or partially; or (c) you are dissatisfied with the bank's response.
Where: No action needed — wait for the bank's response Form: Not applicable
Tip: Mark your calendar for 30 days from the date you filed the bank complaint. If you receive no response by that date, you can immediately proceed to the next step.
Step 3: Register on the RBI Complaint Management System
Visit https://cms.rbi.org.in and register as a new user. You will need to provide your name, mobile number, and email address. The portal will send an OTP for verification. Once registered, you can log in and access the complaint filing form.
Where: https://cms.rbi.org.in Form: Online registration form Fee: Nil — the entire process is completely free
Tip: You can also call the RBI toll-free helpline at 14448 (available Monday to Friday, 9:30 AM to 5:15 PM) for guidance on filing the complaint or to file it over the phone. The helpline agents can walk you through the process.
Step 4: File the complaint on the CMS portal
Log in to the CMS portal and select "File a Complaint." Select the type of regulated entity (bank, NBFC, payment system participant, or credit information company). Provide details of the complaint — the nature of the grievance, the date of the original complaint to the bank, the bank's response (or lack thereof), the amount involved, and the relief you seek. Upload supporting documents.
Where: https://cms.rbi.org.in — "File a Complaint" section Form: Online form on the CMS portal Fee: Nil
Tip: The complaint must be filed within 1 year of receiving the bank's response, or within 1 year and 30 days of the original complaint if the bank never responded. Be specific about the deficiency — "the bank wrongly charged Rs 5,000 as processing fee despite the sanction letter mentioning nil charges" is better than "the bank cheated me."
Step 5: Track the complaint and cooperate with the Ombudsman
After filing, you will receive a complaint reference number. The Ombudsman will examine the complaint and may attempt to facilitate a settlement between you and the bank. You may be contacted by the Ombudsman's office for additional information or clarification. Respond promptly to any queries.
Where: Track on https://cms.rbi.org.in using your complaint reference number Form: Not applicable — respond to Ombudsman queries by email or through the portal
Tip: The Ombudsman first tries mediation and conciliation. If settlement fails, the Ombudsman passes an award which is binding on the regulated entity (up to Rs 20 lakh for banking complaints, or Rs 1 lakh for credit information company complaints, plus compensation up to Rs 1 lakh for loss of time, expenses, and mental anguish).
Step 6: Appeal if you are dissatisfied with the Ombudsman's decision
If you are not satisfied with the Ombudsman's decision, or if your complaint is rejected, you can file an appeal with the Appellate Authority (the Executive Director in charge of the Consumer Education and Protection Department, RBI). The appeal must be filed within 30 days of the Ombudsman's decision.
Where: Through the CMS portal at https://cms.rbi.org.in or by written letter to RBI, Central Office, Mumbai Form: Online appeal form on CMS portal Fee: Nil
Tip: If the Appellate Authority also does not resolve your matter, you can still file a formal consumer complaint at the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019. The RBI Ombudsman process does not bar your right to approach the consumer forum.
Fees and costs
| Item | Amount | Payment Method |
|---|---|---|
| Registration on CMS portal | Free | Not applicable |
| Filing the complaint | Free | Not applicable |
| Filing an appeal | Free | Not applicable |
| Calling the helpline (14448) | Free (toll-free) | Not applicable |
| Postal complaint (optional) | Rs 5-25 (postage) | At post office |
| Total cost | Free |
The RBI Ombudsman Scheme is entirely free for complainants. The RBI bears all costs of operating the Ombudsman mechanism.
How long does it take
| Stage | Statutory Timeline | Realistic Timeline |
|---|---|---|
| Complaint to bank (mandatory first step) | Allow 30 days | 7-30 days |
| Filing with RBI Ombudsman | Same day (online) | Same day |
| Acknowledgement from Ombudsman | Immediate (auto-generated) | Immediate |
| Ombudsman examination and resolution | 30 days from receipt | 30-60 days |
| Award by Ombudsman (if settlement fails) | Within 30 days of examination | 30-45 days |
| Appeal to Appellate Authority | 30 days to file | 30-60 days for decision |
| Total (including bank complaint stage) | 60-90 days | 60-120 days |
Can you do this online?
Yes. The entire process is designed to be completed online through the RBI Complaint Management System (CMS).
Step-by-step online process:
- Visit https://cms.rbi.org.in and click "Register" to create an account
- Verify your mobile number and email through OTP
- Log in and click "File a Complaint"
- Select the type of entity — Bank, NBFC, System Participant, or Credit Information Company
- Enter the entity name, branch, and your account or relationship details
- Describe the complaint — date of original complaint to bank, bank's response, amount involved
- Select the grounds of complaint from the dropdown (deficiency in service, unauthorised transaction, loan-related, deposit-related, etc.)
- Upload supporting documents (PDF or image format, each file under 4 MB)
- Specify the relief sought — refund, reversal of charges, compensation, or correction of records
- Submit and note your complaint reference number
- Track status through the "Track Complaint" option on the dashboard
Alternative filing methods:
- Phone: Call 14448 (toll-free, Monday to Friday, 9:30 AM to 5:15 PM)
- Email: Send a complaint to CRPC@rbi.org.in
- Post: Write to the Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh — 160017
What if things go wrong
Problem: The bank claims it has already resolved your complaint but you disagree
Solution: File with the RBI Ombudsman stating that the bank's resolution is unsatisfactory. Provide the bank's response and explain specifically why it does not address your grievance. The Ombudsman will independently examine whether the bank's resolution was adequate.
Problem: The Ombudsman rejects your complaint as not maintainable
Solution: The most common reason for rejection is that you did not first complain to the bank or the 30-day waiting period has not elapsed. Ensure the prerequisite is met and refile. If the rejection is on other grounds, you can appeal to the Appellate Authority within 30 days or file a consumer complaint at the Consumer Commission.
Problem: The bank does not comply with the Ombudsman's award
Solution: Under Clause 11 of the Integrated Ombudsman Scheme, 2021, if the regulated entity fails to comply with the award within the specified time, the RBI may take regulatory action against the entity, including imposing monetary penalties. Report the non-compliance to the Ombudsman's office through the CMS portal.
Problem: Your complaint involves an amount exceeding Rs 20 lakh
Solution: The Ombudsman can award compensation up to Rs 20 lakh (plus up to Rs 1 lakh for mental anguish and expenses). If your claim exceeds this limit, you may file a formal consumer complaint under the Consumer Protection Act, 2019 at the appropriate Commission, where there is no upper limit on compensation. You can also approach the civil court.
State-specific differences
The RBI Integrated Ombudsman Scheme, 2021 is a Central scheme that applies uniformly across India. There are no state-specific variations in the process, fees, or timeline. The entire mechanism is centralised through the Chandigarh processing centre, regardless of where you or the bank branch are located.
All complaints — whether from Kerala, Delhi, Assam, or any other state — are processed through the same CMS portal (https://cms.rbi.org.in) and handled by the same centralised Ombudsman office.
The toll-free helpline 14448 serves complainants across all states in English and Hindi. For assistance in regional languages, the RBI has regional offices that can provide guidance.
Frequently asked questions
What types of complaints can I file with the RBI Ombudsman?
You can file complaints related to: non-payment or unreasonable delay in payments (cheques, drafts, bills); failure to issue or delay in issuing bank drafts and pay orders; non-adherence to prescribed working hours; levying charges without prior notice; non-adherence to RBI directives on interest rates; delays in credit card or ATM transactions; unauthorised electronic transactions; loan recovery agent misconduct; NBFC lending irregularities; and errors in credit information reports. The scheme covers virtually any deficiency in service by an RBI-regulated entity.
Can I file a complaint against a UPI app or mobile wallet?
Yes. The Integrated Ombudsman Scheme, 2021 covers all payment system participants, including UPI apps (Google Pay, PhonePe, Paytm, etc.), mobile wallets, prepaid payment instruments, and card networks. If a UPI transaction failed but money was debited and not reversed within 5 business days, you can file a complaint after first complaining to the app provider and waiting 30 days.
Is there a minimum or maximum amount for filing an Ombudsman complaint?
There is no minimum amount — you can file for even a Rs 100 wrongful deduction. The maximum compensation the Ombudsman can award is Rs 20 lakh (the actual loss suffered or deficiency in service, whichever is lower), plus up to Rs 1 lakh for loss of time, expenses incurred, and harassment and mental anguish suffered.
What happens if I accept the Ombudsman's award?
If you accept the award, it becomes binding on the regulated entity. The bank or NBFC must comply within the time specified in the award. However, once you accept the award, you cannot pursue the same matter before any other forum — the settlement is full and final. If you reject the award, you are free to approach the consumer forum or civil court.
Can I file a complaint if my bank branch is in a different city?
Yes. Since the Ombudsman scheme is centralised, the location of the bank branch does not matter. All complaints are processed through the Chandigarh centre regardless of geography. You do not need to travel anywhere — the entire process is online.
This guide is part of Veritect's Legal Procedure Guides, a step-by-step reference for common Indian legal processes. Last updated: 2026-03-27. This content is for informational purposes and does not constitute legal advice.