If you've ever faced an issue with banking services — unfair charges, delayed services, an unresolved dispute — knowing whom to approach, when, and how matters. In this episode of RBI Talks – From Paisa to Policy, host Achan Sharon speaks with consumer protection expert Betsy Raj Gopal about how to navigate RBI's grievance redressal system, from your first complaint to final resolution.
Step One: Always Start With Your Bank or Service Provider
Before approaching RBI, you must first file a complaint directly with your bank or financial service provider. This can be done through multiple channels:
- In writing to your branch
- Through the provider's official website
- Via their mobile app
- By calling their contact center / call center
Whichever channel you use, always remember to get an acknowledgement of your complaint — this becomes important if you need to escalate the matter later.
When to Approach the RBI Ombudsman
If your complaint isn't resolved within 30 days, or if you're unsatisfied with the resolution provided, you can escalate to the RBI Ombudsman.
What Is the RBI Ombudsman?
The RBI Ombudsman is a senior RBI official appointed to redress complaints from customers of RBI-regulated entities. India currently has multiple RBI Ombudsmen positioned across different states to handle complaints regionally.
How to File a Complaint With the RBI Ombudsman
There are three ways to lodge a complaint:
- Online — through RBI's Complaint Distribution System (CMS) portal at cms.rbi.org.in
- By email — to
This email address is being protected from spambots. You need JavaScript enabled to view it. - By written/postal complaint — sent directly to the RBI Ombudsman's office
Whichever method you choose, make sure to include:
- Your name and contact details (mobile number, email, etc.)
- The name of the regulated entity you're complaining against
- A brief description of the issue and the relief you're seeking
- A copy of the original complaint you filed with the entity
- Any response you received from the entity (if applicable)
Providing your contact information is especially important — it allows the Ombudsman's office to reach you quickly if any clarification is needed.
Important: File With the Entity First
If you approach the RBI Ombudsman directly without first filing a complaint with your bank or service provider, your complaint can be rejected. Always complete step one before escalating.
For Those Without Internet Access
Recognising that many people in rural India don't have access to the internet, smartphones, or computers, complaints can also be sent by post to RBI's Centralised Receipt and Processing Centre (CRPC).
Language Is Not a Barrier
You can file a written complaint in any language. If filing through the CMS portal, you can simply upload a scanned copy of your written complaint in your preferred language.
Do You Need to Visit the Ombudsman's Office?
No — you don't need to visit in person to lodge a complaint. However, if the Ombudsman feels a meeting is necessary while examining your case, you may be called in. This meeting can happen either physically or virtually, depending on your convenience.
No Agents, No Advocates Required
The RBI Ombudsman scheme is designed for the common person to approach directly — RBI does not have any authorized agents who file complaints on your behalf. You may have someone represent you, such as a family member, friend, or close relative, but a complaint filed through an advocate is not eligible under the RBI Ombudsman scheme.
If You've Already Gone to Court
If your complaint is already pending before a court, tribunal, or any other forum, it is not eligible to be examined under the RBI Ombudsman scheme.
Which Entities Can You Complain Against?
The RBI Ombudsman only handles complaints against entities regulated by RBI. This includes:
- All categories of banks — public, private, urban cooperative banks, regional rural banks, payment banks, and small finance banks
- Non-Banking Financial Companies (NBFCs)
- Payment system operators
- Credit Information Companies
Complaints against entities RBI doesn't regulate — such as mutual funds or insurance companies — cannot be examined under this scheme. The full list of RBI-regulated entities is available on RBI's website.
Quick Recap: How to File a Complaint
- File your complaint with the regulated entity first.
- If it's not resolved within 30 days, or you're unsatisfied with the resolution, approach the RBI Ombudsman.
- Use the CMS portal, email, or post — whichever suits you.
- Provide complete details and supporting documents.
- The entire process is free of cost — no agent or advocate is required.
Need Help? Call RBI's Toll-Free Number
For assistance with filing a complaint, you can call RBI's toll-free contact center at 14448. The automated IVR system is available 24/7, while live contact center support is available from 8:00 AM to 10:00 PM, Monday through Saturday (excluding national holidays). The facility supports English, Hindi, and regional languages including Assamese, Bengali, Odia, Punjabi, Marathi, Gujarati, Kannada, Tamil, Telugu, and Malayalam.
Best regards,
Written By Samyak Naik
