How to File Online or physical Complaint with RBI Banking Ombudsman?

Regulator of Bank

What if you are not satisfied with the response of a bank on a complain made to it? You have the remedies for this. You can register complain to the Reserve Bank of India banking ombudsman. The Reserve Bank of India is the controlling authority of Banks/Small Finance banks/Payment banks/RRBs/Cooperative banks/NBFCs/Payment system providers etc. The Reserve Bank of India in the capacity of regulator has the power to address the concern of the customers.

Grounds of Complain

A complaint to Banking Ombudsman on any one of the following grounds alleging deficiency in banking service in respect of loans and advances:

(a) non-acceptance of loans application without furnishing valid reasons to the applicant:

(b) delays in sanction, disbursement or non-observance of prescribed time schedule for disposal of loan applications;

(c) non-observance of Reserve Bank Directives on interest rates; and

(d) non-adherence to the provisions of the fair practices code for lenders as adopted by the bank or Code of Bank’s Commitment to Customers, as the case may be;

(e) non-observance of Reserve Bank guidelines on engagement of recovery agents by banks; and

(f) non-observance of any other direction or instruction of the Reserve Bank as may be specified by the Reserve Bank for this purpose from time to time.

What are the Pre-conditions for Filing Complaints?

Following are the pre-conditions followed and satisfied by the customers of the bank in order to file complaints with the Banking Ombudsman against a bank:

• The complaint should have made written representation to the bank and that complaint has been rejected or the complainant has not received any reply within a period of 1 month from the date the bank has received his/ her representation or he is not satisfied with the reply provided.
• The complaint is not made later than one year after the complainant has received the reply of the bank on his complaint.
• The complaint does not pertain to the same subject matter for which the suit proceedings are pending before any Court, Tribunal, or Arbitrator, etc. or decree or award or order has already been passed by such authorities.
• The complaint should be genuine and not a silly one with inappropriate intentions.

Procedure for Filing a Complaint

i.  The complaint may be lodged online through the portal designed for the purpose (https://cms.rbi.org.in).

ii. The complaint may also be submitted through electronic or physical mode to the Centralised Receipt and Processing Centre as notified by the Reserve Bank. The complaint, if submitted in physical form, shall be duly signed by the complainant or by the authorised representative. The complaint shall be submitted in electronic or physical mode in such format and containing such information as may be specified by Reserve Bank.

In order to file an online complaint with the RBI Ombudsman, follow these steps:

• Log on to the official website https://cms.rbi.org.in and submit the details of your complaint,
• Upload the complaint letter explaining the problem,
• Upload any supporting documents to support your complaint,
• Insert a copy of the original complaint written to the concerned bank,
• Also, insert a copy of the response received from the concerned bank, and
• All these documents need to be uploaded on the website in pdf or .txt format only.
• Complainant can track the status of complaint by visiting the official website.

Complaint through Physical or electronic mode can be made to the Centralised Receipt and Processing Centre at following address of Banking Ombudsmen.