The Reserve Bank of India (RBI) has released the draft Reserve Bank – Ombudsman Scheme, 2025, aimed at improving customer grievance redressal and enhancing accountability among regulated entities such as banks, NBFCs, and payment system operators.
🔑 Key Highlights
* Higher Compensation Limits:
Customers can now receive compensation of up to **₹30 lakh for financial losses due to deficiency in banking services.
* Additional Relief for Harassment:
The Ombudsman can also award up to ₹3 lakh for harassment, inconvenience, or time spent in pursuing a grievance.
* Wider Coverage:
Starting November 1, 2025, customers of State and Central Co-operative Banks will also be able to raise complaints under the ombudsman mechanism.
* **Faster Escalation:**
Customers can approach the Ombudsman if their bank fails to respond or resolve the complaint within 30 days of filing it.
🧾 How to File a Complaint
Customers can file complaints:
* Online: via the RBI’s Complaint Management System (CMS) portal — [https://cms.rbi.org.in](https://cms.rbi.org.in)
* Offline: by sending a signed complaint to the Centralised Receipt and Processing Centre (CRPC).
Complaints can be filed by customers themselves or through an authorised representative (other than an advocate, unless the advocate is the aggrieved person).
⚖️ Eligibility and Grounds
A complaint is maintainable if:
* The customer first complained in writing to the bank/NBFC and received no satisfactory response within 30 days.
* It is filed within one year from the date of the original complaint or last communication from the entity.
* It is not pending before any court, tribunal, or other legal forum.
* It is not frivolous, abusive, or repetitive.
Complaints not related to deficiency in service, or those involving internal management issues, vendor disputes, or non-RBI regulated services, are excluded.
⚙️ Complaint Resolution Process
* The Ombudsman examines the complaint and seeks a written response from the regulated entity within 10 days.
* Wherever possible, the Ombudsman facilitates conciliation or settlement between the customer and the entity.
* If unresolved, the Ombudsman may issue an Award, directing the entity to compensate or take corrective action.
* If either party disagrees, the complainant can appeal the decision within 30 days** to the Appellate Authority.
📢 Responsibilities of Banks and Regulated Entities
All regulated entities must:
* Appoint a Principal Nodal Officer (minimum General Manager rank) to handle complaints.
* Display the Ombudsman’s contact details, CMS portal link, and nodal officer information prominently at all branches and on their websites.
* Make copies of the scheme available in English, Hindi, and regional languages.
🏁 Transition from Previous Scheme
The new Ombudsman Scheme, 2025 will replace the Integrated Ombudsman Scheme, 2021.
However, complaints and appeals already in process under the 2021 framework will continue under the earlier provisions until resolved.
💬 In Summary
RBI’s proposed Ombudsman Scheme 2025 is a step toward **faster, fairer, and more inclusive consumer grievance redressal. With higher compensation limits and broader coverage, it seeks to ensure that every bank customer — including those in co-operative banks — has an accessible and effective channel for resolving issues.
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