Ombudsman

RBI data shows bank complaints rose 13.6% in FY25, with loans leading grievances as the central bank pushes lenders to strengthen internal ombudsman mechanisms

RBI Deputy Governor says boards and senior management should ensure Internal Ombudsmen function independently and use complaint data to improve governance and customer service

RBI Deputy Governor Swaminathan J has urged internal ombudsmen to identify recurring complaints, conduct root-cause analysis and help strengthen grievance redress across regulated entities

The RBI Integrated Ombudsman Scheme, 2026, introduces higher compensation, shorter complaint timelines and a streamlined grievance process for customers of regulated entities

Complaints filed online will be registered on the RBI's Complaint Management System portal, while those received through email or post will be processed centrally by the CRPC

The RBI has directed banks and eligible NBFCs to automatically escalate partially resolved or rejected complaints to the internal ombudsman and convey final decisions within 30 days

Private banks drew more complaints than state-owned lenders for the first time in FY25, as overall grievances under RBI's Ombudsman Scheme rose sharply

"In this age of competition, we will not survive long if we do not provide quality service to our consumers," Malhotra said in a speech on Monday at the annual conference of the RBI Ombudsmen

Complaints rise 32 per cent in FY24

The RBI on Friday said the ombudsman disposed of 95.1 per cent of the complaints it received between April 1, 2023 and March 31, 2024. Under the Reserve Bank - Integrated Ombudsman Scheme (RB-IOS), a total of 9,34,355 complaints were received by the Office of Reserve Bank of India Ombudsman ORBIOs and the Centralised Receipt and Processing Centre (CRPC), said the Annual Report of the Ombudsman Scheme for the period April 1, 2023 to March 31, 2024. "A total of 2,84,355 complaints were disposed by the ORBIOs during the year, thereby achieving a disposal rate of 95.10 per cent," it said. Out of the total complaints received at the ORBIOs, 88.77 per cent were received through digital modes, including on the online Complaint Management System (CMS) portal, email, and Centralised Public Grievance Redress and Monitoring System (CPGRAMS). The share of complaints from individuals in the total complaints was the highest at 2,56,527 (87.27 per cent) in the financial year 2023-24. Complaints

When a bank does not respond to the consumers regarding their issues, then they can get help from this RBI Ombudsman

A guide to how banks, insurers, brokers and tax officials are supposed to listen to you

Our top stories this week explain how financial institutions are supposed to solve customers' complaints and what to wear in summer

Ombudsman for aviation sector a good move

Move to address flier grievances

The suspension will not affect the company's performance, Chairman Amarendu Prakash said in a statement

"A well-functioning Internal Ombudsman mechanism is beneficial for all stakeholders"

Airlines free to charge fees for preferential seats during web check-in: Aviation secretary

A policyholder in India can now register complaints that are related to compensation claims of up to Rs 50 lakh with insurance ombudsman offices in India. Earlier, the maximum compensation that ombuds

Insurance companies have to keep a check on incidents of mis-selling, Insurance Ombudsman Delhi region Sunita Sharma said on Monday. Stressing that customers are the king and insurers are in existence because of customers, she said companies should avoid mis-selling products. Sharma, a former LIC MD, said usually companies engage customers till the free look period and disappear after that as they cannot make a claim of mis-selling after that. Policyholders are allowed a period of at least 15 days (30 days in case of electronic policies and policies sourced through distance mode) from the date of receipt of the policy to review its terms and conditions and to return the same if not acceptable. Insurance Ombudsman is a quasi-judicial grievance redressal machinery to redress complaints of insured persons against life and non- life insurance companies. Observing that the Self Contained Note (SCN) does not come on time from insurers, she said it is advised that these should be sent to