In India’s dynamic financial landscape, trust remains the cornerstone of banking. To safeguard this trust and strengthen customer protection, the Reserve Bank of India (RBI) has established the **Banking Ombudsman framework**—an institutional mechanism to resolve complaints fairly, quickly, and transparently.
Appointment of the Banking Ombudsman
The Banking Ombudsman is a senior official appointed by the RBI under the Ombudsman Scheme. Usually chosen from among seasoned executives with deep banking or regulatory experience, the Ombudsman is expected to balance expertise with impartiality and customer sensitivity.
Once appointed, the Ombudsman functions independently, ensuring that banks:
* Address grievances transparently.
* Resolve disputes without undue delay.
* Remain accountable under RBI’s customer protection mandate.
This appointment reaffirms RBI’s commitment to making banks more customer-centric and accountable.
Location of Ombudsman Offices
To make the mechanism accessible nationwide, the RBI has established Ombudsman Offices across key cities. These offices are strategically placed to cover different states and regions—for example, in metros like Mumbai, Delhi, Kolkata, and Chennai, along with several other regional hubs.
Each office handles complaints from its assigned jurisdiction, ensuring that every customer has access to a nearby forum for redressal. The design emphasizes regional reach and convenience for complainants.
Centralized Receipt & Processing Centre (CRPC)
Recognizing the shift toward digital banking, the RBI introduced the Centralized Receipt and Processing Centre (CRPC) to streamline grievance management. The CRPC serves as a digital gateway, receiving complaints submitted online or via email and routing them to the appropriate Ombudsman office.
The CRPC ensures that:
* Complaints are logged and processed without duplication.
* Issues are directed to the right jurisdiction promptly.
* Customers can track their complaint status transparently.
This centralized approach eliminates delays caused by jurisdictional confusion and provides a customer-friendly, tech-driven complaint channel.
Why It Matters
For customers, this framework means free, fair, and efficient dispute resolution. For banks, it builds a culture of accountability. By combining **local access (Ombudsman Offices) with central efficiency (CRPC), the RBI has created a hybrid redressal system that reassures customers their concerns will be heard—no matter where they live.
Banking Ombudsman Framework – At a Glance
| Aspect | Details |
| Appointment | Senior official appointed by the RBI, usually from banking/regulatory background; works independently to ensure fair and timely grievance redressal. |
| Office Locations | Ombudsman Offices set up in major cities like Mumbai, Delhi, Kolkata, Chennai, and regional hubs; each covers multiple states/regions for easy customer access. |
| Centralized Receipt & Processing Centre (CRPC) | Digital gateway for online/email complaints; routes grievances to the right Ombudsman office, avoids duplication, and enables tracking. |
| Benefits | Customers: Free, fair, and quick dispute resolution. Banks: Structured accountability framework. Overall: Hybrid system combining local accessibility with centralized efficiency. |
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