How to Use the RBI Ombudsman for a Credit Card Complaint (2026 Scheme)

If your bank won't fix a credit card problem, like a wrong charge, an unfair fee, a fraud refund or harassment by recovery agents, you can take it to the RBI Ombudsman. It's free, it doesn't need a lawyer, and it can award compensation. Everything below is from RBI's official FAQ on the 2026 scheme.

What is RB-IOS 2026?

The Reserve Bank – Integrated Ombudsman Scheme, 2026 is RBI's free, "non-adversarial" grievance mechanism for complaints about deficiency in service by banks and other regulated entities. It came into force on 1 July 2026, replacing the 2021 scheme. Complaints received before that date continue under the old scheme.

Who it covers

• All commercial banks (which covers most credit card issuers), regional rural banks and many co-operative banks.
• Many RBI-registered NBFCs, including card-issuing NBFCs, subject to size criteria.
• Non-bank prepaid payment instrument (wallet) issuers.
• Credit information companies (credit bureaus).

Step 1: Complain to your bank first

The Ombudsman won't take your complaint unless you've complained to the bank first, in writing, with proof. Use the bank's grievance channel (app, email or website form) and escalate to its grievance or nodal officer if needed. Keep the complaint number.

Step 2: Wait for the reply (up to 30 days)

You can go to the Ombudsman if:

• the bank hasn't replied within 30 days (or a longer period set by RBI, NPCI or card network rules, where applicable), or
• the bank replied but you're not satisfied with the resolution.

Step 3: File within 90 days

File with the Ombudsman within 90 days of the date the 30-day period ended, or the date of the bank's last reply, whichever is later.

How to file

1. Online (fastest): cms.rbi.org.in, RBI's Complaint Management System. You get a complaint number and can track status online.
2. Email: crpc@rbi.org.in, to the Centralised Receipt and Processing Centre.
3. Post: a signed complaint form with documents to the Centralised Receipt and Processing Centre, Reserve Bank of India, Central Vista, Sector 17, Chandigarh – 160017.

For help with the process, call RBI's contact centre on toll-free 14448. It can guide you and give status updates, but you can't file a complaint by phone.

What to include

• Your name, mobile number, email and address.
• The bank's name and branch, if relevant.
• Your complaint number with the bank, its date and a copy of your complaint.
• Card and transaction details, with dates and reference numbers.
• The bank's reply, if any.
• What happened, your loss or inconvenience, and the relief you want.
• Supporting documents: statements, emails, screenshots.

Compensation

There's no limit on the amount in dispute. The Ombudsman can award up to ₹30 lakh for consequential loss, plus up to ₹3 lakh for loss of time, expenses and harassment or mental anguish.

Complaints that aren't accepted

• Complaints not first made to the bank, or filed before the 30-day period ends without a reply.
• Complaints filed more than 90 days after the bank's reply or deadline.
• Complaints already being handled by a court, tribunal or arbitrator, or already decided by the Ombudsman.
• Matters of the bank's commercial judgment, such as a decision not to approve your card application.
• Complaints filed through an advocate, unless the advocate is the aggrieved person.

After you file

The Ombudsman first checks whether the complaint can be taken up, then may facilitate a settlement or pass an award. The scheme includes an appeal mechanism against awards. Keep all correspondence, and respond promptly to any requests from the Ombudsman's office.

Good reasons to complain about a credit card

• A fraud refund or shadow credit not given despite reporting within 3 days.
• Charges or fees you didn't agree to, or that weren't disclosed.
• A card or limit increase issued without your consent.
• Card closure not processed after you asked and cleared your dues.
• Incorrect reporting to credit bureaus.
• Harassment by recovery agents.

A hypothetical example

Say Priya reports an unauthorised ₹18,000 transaction on her credit card the same day she gets the alert, and files a complaint with her bank. Thirty days later, the bank hasn't reversed the amount and keeps charging interest. She files on cms.rbi.org.in within the 90-day window, attaching her complaint to the bank, the fraud alert SMS, her 1930 acknowledgement and her statements. She asks for the ₹18,000, reversal of interest and late fees, and compensation for harassment. Because she reported within 3 working days and wasn't negligent, RBI's zero-liability rules strongly support her case.

FAQs

Sources

• RBI: Reserve Bank – Integrated Ombudsman Scheme, 2026 FAQ
• RBI Complaint Management System
• Upstox: new RBI Ombudsman scheme explained