Archive · 15 Jan 2026
RBI Strengthens Grievance Redressal with Internal Ombudsman Guidelines
The Reserve Bank of India (RBI) has made new rules for banks and NBFCs to have an internal ombudsman.
This person will help solve customer complaints that the bank or NBFC couldn't fully resolve.
The ombudsman should be a senior officer with at least seven years of experience in areas like banking, finance, or customer protection.
Every bank and NBFC must have at least one such ombudsman.
The RBI will also check how well these rules are being followed.
This is to make sure customers have a fair way to solve their problems with banks and NBFCs.
RBI issued guidelines for internal ombudsman in banks and NBFCs to strengthen grievance redressal.
Internal Ombudsman (IO) should be a retired or serving officer with at least 7 years of relevant experience.
Every regulated entity must appoint at least one IO.
IO will handle complaints that have been partially resolved or wholly rejected by the entity.
RBI's Department of Supervision will review the implementation of these directions.
- Who
- Reserve Bank of India (RBI)
- What
- Issued guidelines for internal ombudsman in banks and NBFCs
- When
- Wednesday (specific date not mentioned)
- Where
- Mumbai, India
- Why
- To strengthen the mechanism for resolution of customer grievances within regulated entities
- Authorizing Body
- Reserve Bank of India (RBI)
- Affected Entities
- Banks and NBFCs
- Purpose
- Strengthen internal grievance redressal mechanism
- Appointment Requirement
- At least one Internal Ombudsman (IO) per entity
- IO Qualifications
- Retired or serving officer with at least 7 years of relevant experience
- IO Rank
- Equivalent to a General Manager
- Complaint Handling
- Only for partially resolved or wholly rejected complaints
- Supervisory Review
- Department of Supervision, RBI