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How to file a complaint against a bank / NBFC / PPI / CIC?

Account debited without dispensing cash from an ATM? Having discrepancy in your credit card statement? Having issues regarding your loan account with NBFC? Funds debited from your prepaid card, but beneficiary account not credited? What should you do? Where can you file the complaint?

Where should you file your complaint?

If you are having a complaint against an entity regulated by Reserve Bank of India (like banks, NBFCs, PPI Issuers) in respect of a deposit account (savings, current, FD, RD, etc.) or a credit facility (loan, credit card, overdraft, etc.) or any other services, you shall first file a complaint with the concerned regulated entity. 

How to file a complaint with the regulated entity?

The complaint can be filed by sending an email to the regulated entity or by submitting a written compliant to the branch of the regulated entity against an acknowledgement. The complaint shall include the details of your account (savings / FD, loan, credit card, etc.), description of the issue faced, resolution sought and your contact details.

The list of customer care contacts details is available at –

What if complaint is not resolved by the regulated entity?

You can approach the RBI Ombudsman under the Integrated Ombudsman Scheme, 2021, if –

  1. The regulated entity does not resolve your complaint within 30 days of receiving the complaint, or 
  2. The resolution offered by the regulated entity is not satisfactory, or
  3. The compliant is wholly / partially rejected by the regulated entity

What is RBI Integrated Ombudsman Scheme (RBI-IOS), 2021?

  • RBI-IOS was launched on November 12, 2021, by integrating the existing 3 Ombudsman schemes of RBI. 
  • It adopts ‘One Nation One Ombudsman’ approach by making the RBI Ombudsman mechanism jurisdiction neutral. 
  • It provides cost-free redress of customer complaints involving deficiency in services rendered by entities regulated by RBI.

Which schemes are integrated in RBI-IOS?

RBI-IOS integrates the following existing schemes of RBI –

Schemes Powers derived from Entities covered
Banking Ombudsman Scheme, 2006 Section 35A of BR Act, 1949 Scheduled Commercial Banks (SCBs), Scheduled UCBs, RRBs, Small Finance Banks (SFBs) and Payment Banks (PBs)
Ombudsman Scheme for NBFCs, 2018 Section 45L of RBI Act, 1934 NBFCs which are authorized to accept deposits
NBFC-NDs having customer interface, with asset size of ₹100 crore or above
Ombudsman Scheme for Digital Transactions, 2019 Section 18 of Payment and Settlement Systems Act, 2007 Non-bank System Participants (issuers of Pre-paid Payment Instruments (PPIs)) regulated by RBI

In addition to integrating the existing 3 schemes, RBI-IOS also includes under its ambit Non-Scheduled Primary Co-operative Banks with a deposit size of ₹50 crore and above. 

W.e.f. September 01, 2022, RBI-IOS shall also be applicable to Credit Information Companies (CICs).

The list of entities covered under RBI-IOS is available at https://cms.rbi.org.in/cms/assets/Documents/RBIO_English_Portal.pdf

Which entities are not covered by RBI-IOS?

RBI-IOS doesn’t apply to –

  1. A bank in resolution or winding up or under directions
  2. Core Investment Company (CIC)
  3. Infrastructure Debt Fund - NBFC (IDF-NBFC)
  4. NBFC - Infrastructure Finance Company (NBFC-IFC)
  5. A company in resolution or winding up / liquidation

The list of entities not covered under RBI-IOS is available at https://cms.rbi.org.in/cms/assets/Documents/CEPC_English_Portal.pdf

What is deficiency in service?

Deficiency in service means a shortcoming or an inadequacy in any financial service, which the regulated entity is required to provide statutorily or otherwise, which may or may not result in financial loss or damage to the customer.

How to file a complaint under RBI-IOS?

Complaints can be filed in any of the following ways –

  1. Online on portal https://cms.rbi.org.in.
  2. Through the dedicated e-mail crpc@rbi.org.in.
  3. Sent in physical mode to Centralized Receipt and Processing Centre (CEPC), Reserve Bank of India, Central Vista, Sector 17, Chandigarh – 160017.

Whom can you contact for help with your complaints?

Contact Centre with a toll-free number – 14448 (9:30 am to 5:15 pm) is being operationalized in Hindi, English and in 10 regional languages to provide information / clarifications regarding the alternate grievance redress mechanism of RBI and to guide complainants in filing of a complaint.

How much compensation can be granted under RBI-IOS?

A compensation of up to Rs.20 lakh can be awarded by RBI Ombudsman. In addition to this, a compensation of up to Rs.1 lakh may be granted for the loss of the complainant’s time, expenses incurred and for harassment / mental anguish suffered by the complainant.

What if you are not satisfied with the resolution offered by RBI Ombudsman?

In case the resolution offered by RBI Ombudsman is not satisfactory or the complaint is rejected by RBI-IOS, an appeal can be filed with the Appellate Authority of RBI within 30 days of receiving reply / rejection from RBI Ombudsman. Appellate Authority is the Executive Director in-Charge of the Department of RBI administering the RBI-IOS.


References

Reserve Bank of India. (2021, November 12). 'The Reserve Bank - Integrated Ombudsman Scheme, 2021'. Retrieved from https://www.rbi.org.in/Scripts/BS_PressReleaseDisplay.aspx?prid=52549

Reserve Bank of India. (2021, November 12). 'THE RESERVE BANK - INTEGRATED OMBUDSMAN SCHEME, 2021'. Retrieved from https://rbidocs.rbi.org.in/rdocs/content/pdfs/RBIOS2021_121121.pdf

Reserve Bank of India. (2022, August 05). 'Reserve Bank - Integrated Ombudsman Scheme, 2021 (RBIOS, 2021)'. Retrieved from https://www.rbi.org.in/Scripts/NotificationUser.aspx?Id=12371&Mode=0

Reserve Bank of India. (2023, January 04). 'RBI releases Annual Report of Ombudsman Schemes, 2021-22'. Retrieved from https://www.rbi.org.in/Scripts/BS_PressReleaseDisplay.aspx?prid=54989


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