How to File a Complaint with the Banking Ombudsman: A Step-by-Step Guide

Written by Ravi Reviewed by Paras Gada June 24, 2025 No Comments

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To file a Banking Ombudsman complaint, first complain to your bank or NBFC. If it does not reply within 30 days, or you are unhappy with its answer, you can file with the RBI Ombudsman online at cms.rbi.org.in, by email to crpc@rbi.org.in, or by post to RBI’s Centralised Receipt and Processing Centre in Chandigarh. Filing is free, and you must do it within 90 days.

If your bank fails to resolve your grievance or ignores your concerns, you can take the matter further by filing a complaint with the Banking Ombudsman. You must first raise the issue with your bank and wait for their reply or the required time before submitting your complaint online for free. For example, a SingleDebt client with ₹3.57 lakh in unsecured debt fell behind on EMIs before getting help with recovery concerns. Lenders do have a right to recover dues, but they cannot ignore your complaints or use unfair methods, though the Ombudsman will reject cases that have not first been raised directly with the bank. Take a deep breath and start by gathering your bank complaint number and records so you can file your grievance calmly.

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These rules come from the Reserve Bank – Integrated Ombudsman Scheme, 2026 (RB-IOS 2026), which replaced the 2021 scheme on 1 July 2026. Under it, the Ombudsman can award up to ₹30 lakh for consequential loss, plus up to ₹3 lakh for lost time, expenses and harassment.

This guide explains how to file a complaint with the Banking Ombudsman, who is eligible, and what happens after you submit.

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Key Takeaways

Always complain to your bank first; the Ombudsman needs proof that you did.
File within 90 days of the bank’s 30-day deadline or its last reply, whichever is later.
Filing costs nothing, and you do not need an agent.
You can appeal an Ombudsman award within 30 days.

Who Can File a Banking Ombudsman Complaint, and When?

Any customer facing a “deficiency in service” from a covered bank, NBFC, prepaid payment issuer or credit information company can file a Banking Ombudsman complaint. You must first complain to that entity, then wait 30 days or receive an unsatisfactory reply, and then file within the next 90 days.

A deficiency in service is any shortfall in a service the entity must provide, whether or not it caused you financial loss. Examples include unexplained charges, failed transactions not reversed, or recovery conduct that breaches RBI rules.

What Complaints Will the Ombudsman Not Accept?

The Ombudsman will usually reject a complaint that:

was not first raised with the bank, with proof
was filed before 30 days passed without a reply
is already pending or decided in a court, tribunal or arbitration
concerns the bank’s commercial judgement, such as declining your application
is filed by an advocate on your behalf, unless the advocate is the aggrieved person

How Do You File a Banking Ombudsman Online Complaint?

The fastest route is the Banking Ombudsman online complaint form on RBI’s Complaint Management System. Keep your bank complaint number and its reply ready before you start, because the portal asks for both.

Visit cms.rbi.org.in and select the option to file a complaint.
Enter your details: name, mobile number, email and postal address.
Name the entity you are complaining about, with its branch where relevant.
Add your bank complaint number and date, and upload the complaint and any reply.
Describe the facts, the loss or inconvenience caused, and the relief you want.
Upload supporting documents, such as statements, call logs or screenshots.
Submit and save your complaint number. Track it on the portal or through RBI’s toll-free line, 14448.

If you prefer, email the same details to crpc@rbi.org.in or post a signed complaint to RBI’s Centralised Receipt and Processing Centre, Sector 17, Chandigarh 160017.

What Happens After You File, and What If You Disagree?

The Ombudsman first checks whether the complaint is maintainable, then forwards it to the bank for a response. Most complaints end in one of three outcomes, each with a clear next step.

Outcome	What it means	Your next step
Mutually agreed resolution	You and the bank accept a solution, often through conciliation	Complaint is closed
Award	The Ombudsman finds deficiency in service and directs the bank to act or pay	Accept within 30 days, or appeal
Rejection	No deficiency found, or the complaint is not maintainable	Consider other legal remedies

If you disagree with an award, you can appeal to RBI’s Appellate Authority within 30 days. It can extend that by a further 30 days if you show sufficient reason.

A Real-Life SingleDebt Case: Recovery Agents Contacting Others

A SingleDebt client with ₹3.57 lakh in unsecured debt fell behind on EMIs, and recovery agents began contacting people unrelated to his debts. SingleDebt provided financial and legal support to address the recovery concerns, and he began rebuilding his CIBIL score.

Read the Full Case Study

Conclusion: A Free, Formal Route When Your Bank Does Not Listen

The Ombudsman gives you a structured, free way to hold a bank accountable, but it rewards preparation. Complain to the bank first, keep every reference number, and file well within the 90-day window.

If your complaint involves recovery harassment or unmanageable EMIs, SingleDebt’s paralegals can help you document incidents and organise your records. You file the Banking Ombudsman complaint yourself, and SingleDebt’s Empathy-Trained Consultants can help with the debt behind it.

If recovery calls or EMIs are wearing you down, talk to SingleDebt for a free first consultation and understand your options.

FAQ

▸ What is the time limit for a Banking Ombudsman complaint?

You must file within 90 days of the bank’s 30-day response deadline or its last communication, whichever is later. Your original complaint to the bank must also fall within the Limitation Act period.

▸ Is there any fee to file a complaint with the Banking Ombudsman?

No. Filing and resolving a complaint under RB-IOS 2026 is free, and you do not need to pay any agency.

▸ Can someone else file the complaint for me?

Yes, an authorised representative can file with your written authorisation. However, an advocate cannot represent you unless the advocate is the aggrieved person.