Grievance redressal relating to financial services, including banking and digital payments is set to become easier as the Reserve Bank of India’s (RBI’s) integrated ombudsman scheme (ISO) is now operational.
Under ISO, you can lodge your complaints related to banks, non-banking financial companies (NBFCs) and digital transaction companies at one place. The scheme will have one portal, one email and one address where you can report your complaint, track its status, submit related documents and even receive feedback.
You can file the complaint with the ombudsman in multiple ways. To file the complaint online, visit the website https://cms.rbi.org.in .You can also register your complaint through an email at CRPC@rbi.org.in or by calling the contact centre on toll-free number 14448. You can also send your complaint physically by filling the form and sending it to the ‘Centralised Receipt and Processing Centre’ set up by RBI in Chandigarh.
On the CMS website of RBI, to register the complaint, you need to validate your mobile number with OTP. Then fill personal details on the online form and select the regulated entity against which the complaint is being filed. Provide details of the complaint with the date you had first filed it against the regulated entity and upload the copy of the complaint.
Provide the card number or loan or deposit account details to lodge a complaint. Then select the complaint category, for instance, loans and advances or mobile banking. You can select one of the options from the drop-down menu.
Then select an appropriate sub-category. For instance, if you have selected a complaint regarding fees charged in sub-category 1. In the following drop-down, you need to select the reason for complaint, i.e. charges for issuance of no due certificate, annual charges on a credit card, etc.
Provide factual details of the complaint. Mention the dispute amount and compensation sought (if any).
Review the summary of the complaint, and then submit it. Download and save the pdf copy of the complaint to keep in your records.
The integrated ombudsman scheme puts in place a robust mechanism, driving simplicity and transparency for complaints, redressal and dispute resolution.
