The Reserve Bank of India has issued the Reserve Bank of India (Internal Ombudsman) Directions, 2026 after examining stakeholder and public feedback on the draft Master Direction released on October 7, 2025. The final framework incorporates necessary modifications based on the feedback received, details of which are provided in an annexed statement. Separate but aligned Master Directions have been notified for six categories of regulated entities—commercial banks, small finance banks, payments banks, non-banking financial companies, non-bank prepaid payment instrument issuers, and credit information companies. These Directions institutionalise a strengthened Internal Ombudsman mechanism within regulated entities, aimed at ensuring an independent, objective, and timely review of customer grievances before their rejection. By mandating internal escalation and oversight, the Directions seek to improve the quality of grievance redressal, reduce external complaints, and enhance consumer protection standards across the financial sector. The framework marks a significant step towards consistent and accountable internal dispute resolution across diverse regulated entities.
Reserve Bank of India
RBI issues Reserve Bank of India (Internal Ombudsman) Directions, 2026
The Reserve Bank of India had on October 07, 2025, issued the draft Master Direction – Reserve Bank of India (Internal Ombudsman for Regulated Entities) Directions, 2025, seeking feedback from the stakeholders and the public.
2. Feedback received on the draft Master Direction has been examined and necessary modifications have been suitably incorporated in the final Master Direction. A statement on the feedback received for the draft Master Direction and action taken is provided in the Annex.
3. Accordingly, the Reserve Bank of India has today issued the following Master Directions, specific to each category of regulated entity:
a. Reserve Bank of India (Commercial Banks – Internal Ombudsman) Directions, 2026
b. Reserve Bank of India (Small Finance Banks – Internal Ombudsman) Directions, 2026
c. Reserve Bank of India (Payments Banks – Internal Ombudsman) Directions, 2026
d. Reserve Bank of India (Non-Banking Financial Companies – Internal Ombudsman) Directions, 2026
f. Reserve Bank of India (Credit Information Companies – Internal Ombudsman) Directions, 2026
The aforesaid directions are expected to strengthen the internal mechanism for resolution of customer grievances within the regulated entities.
(Brij Raj)
Chief General Manager
Press Release: 2025-2026/1918
