How do I file an RBI Ombudsman complaint online?

First, file a written complaint with your bank, NBFC or digital payment provider and wait 30 days. If it is rejected, unresolved, or the reply is unsatisfactory, register your complaint on the RBI CMS portal at cms.rbi.org.in under the Integrated Ombudsman Scheme, 2021.

Which entities are covered by the RBI Integrated Ombudsman Scheme?

All commercial banks, regional rural banks, scheduled primary co-operative banks, non-banking financial companies (NBFCs) accepting deposits or with asset size above the RBI threshold, and non-bank system participants in digital payments (PPI issuers, UPI, cards).

Is there a fee to file an RBI Ombudsman complaint?

No. The RBI Ombudsman service is completely free of cost. Any person or website charging a fee for filing an RBI Ombudsman complaint is not authorised by RBI.

How does BLACKBULL AI (LIIFT) help with an RBI Ombudsman complaint?

LIIFT helps you organise the timeline, transaction details, bank correspondence and grievance number into a neutral structured narrative you can attach or paste into the CMS portal. It is documentation assistance, not legal advice.

Guide · Updated 2026

How to File an RBI Ombudsman Complaint (Integrated Scheme)

A practical 2026 walkthrough of the Reserve Bank of India's Integrated Ombudsman Scheme — the CMS portal (cms.rbi.org.in), the mandatory 30-day bank waiting period, covered entities including NBFCs and digital payment participants, and how BLACKBULL AI (LIIFT) helps you organise the facts.

1. Complain to the bank / NBFC first

The RBI Ombudsman only takes up a complaint after the regulated entity has had a chance to resolve it. File a written complaint with the bank, NBFC or digital payment provider, keep the grievance / reference number, and wait 30 days. You can escalate earlier only if the entity rejects the complaint in writing or the reply is clearly unsatisfactory.

2. Who is covered by the Integrated Ombudsman Scheme, 2021

All commercial banks (including small finance and payments banks) and regional rural banks.
Scheduled primary (urban) co-operative banks with deposits above the RBI threshold.
Non-Banking Financial Companies (NBFCs) accepting deposits, or with asset size above the RBI threshold.
Non-bank system participants in digital payments — Prepaid Payment Instrument (PPI) issuers, UPI, cards, wallets.

3. File on the CMS portal

The official portal is cms.rbi.org.in. You register with your mobile / email, select the regulated entity, describe the grievance, upload supporting documents, and submit. A unique complaint number is generated and hearings / clarifications are handled entirely through the portal. There is no fee.

4. Grounds you can complain about

Non-payment or delay in cheques, drafts, remittances, UPI or IMPS transactions.
Unauthorised electronic transactions and wrongful debits.
Non-adherence to fair practices code, mis-selling of third-party products.
Non-refund of failed ATM / UPI / card transactions within stipulated time.
Excessive charges, wrongful reporting to credit information companies.
Non-closure of accounts, non-issue of no-dues certificates, delay in loan disbursement.

5. Documents to keep ready

Copy of the original complaint filed with the bank / NBFC and its grievance number.
The bank's reply, if any, or proof that 30 days have elapsed.
Account / loan / card statements showing the disputed entry.
Transaction receipts, UPI reference numbers, screenshots.
Your ID proof (Aadhaar / PAN) and contact details.

6. After you file

The Ombudsman may attempt a settlement by conciliation. If that fails, an Award or Order may be passed within stipulated timelines under the Scheme. If you are aggrieved by the Award, an appeal lies to the Appellate Authority (a Deputy Governor of RBI) within 30 days.

7. Common mistakes to avoid

Filing before the 30-day bank waiting period expires — the complaint will be rejected as premature.
Paying a "filing fee" to any website or agent — the RBI Ombudsman is free.
Filing for issues outside the Scheme's grounds (e.g. commercial decisions of the bank).
Missing the one-year limit from receipt of the bank's reply (or 13 months from the original complaint).

8. How BLACKBULL AI (LIIFT) helps

The CMS portal expects a clear factual narrative with dates, amounts, transaction IDs and bank correspondence. LIIFT walks you through guided questions and produces a neutral structured complaint you can paste into the CMS description field or attach as a supporting document. LIIFT does not file the complaint for you and is not a substitute for RBI, the bank, or a lawyer.

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This guide is general information and not legal advice. Portal URLs, forms and Scheme provisions may change — always confirm on cms.rbi.org.in and the official RBI website before filing.