Integrated Ombudsman Scheme, 2026

The Integrated Ombudsman Scheme, 2026 is an RBI initiative aimed at making the resolution of customer complaints against banks and other regulated entities simpler, faster and more effective. It will come into force on 1 July 2026, replacing the Integrated Ombudsman Scheme, 2021.

Key Features of the Scheme

Summary Proceedings: Proceedings under the Scheme will be summary in nature and will not be bound by the formal rules of evidence.

RBI Ombudsman: The RBI will appoint RBI Ombudsman and Deputy Ombudsman to handle complaints under the Scheme. Their appointments will generally be for three years at a time.

Centralised Complaint Centre: The RBI will establish a Centralised Receipt and Processing Centre to receive and process complaints.

Who is Covered?

The Scheme covers major categories of regulated entities, including:

• Commercial Banks
• Regional Rural Banks (RRBs)
• State and Central Co-operative Banks
• Urban Co-operative Banks (UCBs) with deposits of ₹50 crore or more
• NBFCs that accept deposits or have assets above ₹100 crore and deal with customers
• Non-bank Prepaid Payment Issuers, including digital wallet providers
• Credit Information Companies

Excluded Entities: Housing Finance Companies and Core Investment Companies are outside the scope of the Scheme.

What Complaints Can Be Filed?

Customers can approach the Ombudsman for complaints involving deficiency in service, such as:

• Delay in providing services
• Failure to follow applicable RBI directions
• Inadequate customer service
• Other service-related deficiencies

What Complaints are Excluded?

The Scheme does not generally cover:

• Matters involving the commercial judgment of regulated entities
• Disputes between regulated entities
• Employer–employee disputes
• Matters already pending before a court, tribunal or other judicial authority

When Can a Customer Approach the Ombudsman?

A customer must first approach the concerned regulated entity.

The Ombudsman can be approached when:

• The entity does not respond within 30 days, or
• The customer is dissatisfied with the response received.

Is There a Compensation Limit?

There is no monetary limit on the value of the dispute that can be brought before the Ombudsman.

However, the compensation that may be awarded is subject to specified limits:

• Up to ₹30 lakh: For consequential financial loss.
• Up to ₹3 lakh: For non-financial losses such as harassment, mental anguish or loss of time.

How Can Complaints Be Filed?

Complaints can be submitted through:

• RBI’s Complaint Management System (CMS) portal
• Email
• Post to the Centralised Receipt and Processing Centre

How Does the Complaint Process Work?

Conciliation and Settlement: The Ombudsman first focuses on resolving the dispute through conciliation and settlement between the customer and the regulated entity.

Ombudsman Award: If settlement is not possible, the Ombudsman may issue an award after giving both sides an opportunity to present their case.

Appeal: A dissatisfied customer can appeal to the Appellate Authority, i.e. an RBI Executive Director, within 30 days.

The regulated entity may also appeal, subject to the conditions prescribed under the Scheme. The appellate authority may uphold, modify or remand the case.

Why is the Scheme Important?

Single and Integrated Framework: It provides a common mechanism for resolving complaints across different categories of RBI-regulated entities.

Faster Grievance Redressal: Summary proceedings and greater emphasis on settlement can help reduce the time taken to resolve complaints.

Better Consumer Protection: The framework strengthens the mechanism available to customers when regulated entities fail to provide adequate services.

Digital Accessibility: Online complaint filing through the RBI’s CMS makes grievance redressal more accessible to customers.

FAQs

What is the Integrated Ombudsman Scheme, 2026?

It is an RBI framework for quick and effective resolution of customer complaints against covered regulated entities.

When will the Scheme come into force?

It will come into force on 1 July 2026.

Which scheme will it replace?

It will replace the Integrated Ombudsman Scheme, 2021.

What is the first step before approaching the Ombudsman?

The customer must first complain to the concerned regulated entity.

When can the Ombudsman be approached?

The Ombudsman can be approached if there is no response within 30 days or if the customer is dissatisfied with the response.

Is there a limit on the value of the dispute?

No. There is no monetary cap on the value of the dispute that can be brought before the Ombudsman.

How much compensation can the Ombudsman award?

Up to ₹30 lakh for consequential financial loss and up to ₹3 lakh for non-financial losses, subject to the Scheme’s provisions.

Where can complaints be filed?

Complaints can be filed through the RBI Complaint Management System, email or post.