Why in news?
The Reserve Bank of India (RBI) has released the Reserve Bank – Integrated Ombudsman Scheme (RB‑IOS), 2026, replacing the RB‑IOS 2021. The revised scheme, effective from 1 July 2026, aims to simplify complaint resolution and provide a “One Nation, One Ombudsman” framework for customers of banks and financial institutions.
Background
The RBI has long operated multiple ombudsman schemes for banks, non‑bank financial companies (NBFCs) and digital payment operators. In 2021 it merged these into the Integrated Ombudsman Scheme. The 2026 update further strengthens the mechanism by increasing compensation limits, clarifying coverage and establishing a centralised complaint processing centre.
Key provisions
- Unified framework: The RB‑IOS 2026 consolidates grievance‑redress mechanisms for banks (commercial, regional rural, state cooperative and urban cooperative), eligible NBFCs, prepaid payment instrument issuers and credit information companies.
- No monetary cap: There is no upper limit on the amount in dispute that can be brought before the Ombudsman. However, compensation for consequential loss is capped at Rs 30 lakh (up from Rs 20 lakh), while compensation for mental anguish or expenses is capped at Rs 3 lakh (up from Rs 1 lakh).
- Centralised Receipt and Processing Centre (CRPC): A central facility will receive complaints filed online via the RBI’s Complaint Management System or sent by post or email and screen them for admissibility.
- Appeal mechanism: Both complainants and regulated entities can appeal decisions to an Appellate Authority within a prescribed period.
- Ombudsman appointment: The RBI will appoint ombudsmen and deputy ombudsmen from among its officers for terms generally of three years.
How it works
- Filing a complaint: Customers first approach their bank or financial institution. If unsatisfied after 30 days, they may lodge a complaint with the RBI’s ombudsman through the Complaint Management System.
- Processing: The CRPC screens the complaint. If admissible, the ombudsman seeks a resolution through mediation. If no settlement arises, the ombudsman can issue an award.
- Compensation: Awards may include monetary compensation as per the specified caps. The scheme also encourages early settlement without legal costs.
Conclusion
The RB‑IOS 2026 aims to offer bank customers an accessible and speedy route for resolving grievances. By raising compensation ceilings and centralising complaint processing, the RBI seeks to build public trust in financial services and encourage fair practices across the sector.
Sources: DEVD
