The Banking Ombudsman and Grievance Redressal
The Reserve Bank – Integrated Ombudsman Scheme, 2021: the 'One Nation, One Ombudsman' design, the escalation ladder from the bank's own complaint desk to the Ombudsman, what counts as a 'deficiency in service', the compensation limits, and the appeal to a Deputy Governor.
What you will be able to do
- Describe the 2021 Integrated Ombudsman Scheme and the role of the CRPC and CMS portal.
- Order the escalation steps a customer must follow before approaching the Ombudsman.
- Distinguish a 'deficiency in service' from an excluded commercial decision.
- State the compensation ceilings and the appeal route against an Award.
What is inside this lesson
- 1The Integrated Ombudsman Scheme
- 2The escalation ladder
- 3Grounds, exclusions and fee
- 4Process, remedy and appeal
- 5Walking a grievance through the ladder
- 6Common confusions
- 7Quick revision
- 8Practice
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The Integrated Ombudsman Scheme
The Reserve Bank – Integrated Ombudsman Scheme, 2021 gives bank customers a free, external forum to escalate complaints the bank has not resolved. It merged three earlier schemes — for banks, for NBFCs, and for digital transactions — into one, on a 'One Nation, One Ombudsman' basis: the customer no longer has to work out which ombudsman office or which territorial jurisdiction applies.
Complaints are received centrally at the Centralised Receipt and Processing Centre (CRPC) and assigned to an Ombudsman. Filing is online through the RBI's Complaint Management System (CMS) portal, or by post or email.
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