Reserve Bank – Integrated Ombudsman Scheme, 2021

Key Features

Applicability

The Scheme covers all services provided by RBI-regulated entities (REs) in India, including NBFCs like Satya Capital Services Private Limited, under the RBI Act, Banking Regulation Act, Payment and Settlement Systems Act, and Credit Information Companies (Regulation) Act.

Integration and Simplification

The Scheme consolidates the previous three Ombudsman schemes—Banking Ombudsman (2006), NBFC Ombudsman (2018), and Digital Transactions Ombudsman (2019)—into a single, unified framework.

It adopts a **“One Nation One Ombudsman”** approach, removing jurisdictional boundaries and making the grievance process uniform and jurisdiction-neutral across India.

Grounds for Complaint

Any customer can file a complaint regarding **“deficiency in service”**—meaning any shortcoming or inadequacy in financial services that an RE is required to provide, whether or not it results in financial loss.

Complaints may be submitted personally or through an authorised representative (other than an advocate, unless the advocate is the aggrieved party).

Pre-conditions for Complaint

Before approaching the Ombudsman, the complainant must first write to the RE and:

  • Either receive a response that is unsatisfactory, or
  • Not receive any response within 30 days of the RE receiving the complaint.

Complaints must be lodged with the Ombudsman within one year of the RE’s reply, or within one year and 30 days if no reply is received.

Complaints must not relate to the same cause already decided or pending before another forum, must not be frivolous or abusive, and must be within the limitation period.

Exclusions (Non-Maintainable Complaints)

The Scheme does not cover matters involving:

  • Commercial or business decisions of the RE
  • Vendor disputes
  • Grievances not addressed directly to the Ombudsman
  • Management or employee-related disputes
  • Actions taken to comply with statutory or law enforcement orders
  • Services outside RBI’s regulatory purview
  • Disputes between regulated entities
  • Employee-employer issues
  • Customers not covered under the Scheme.