One Nation One Ombudsman scheme: How to file complaint under One Nation One Ombudsman scheme of RBI: 10-step guide

On November 12, 2021, Prime Minister Narendra Modi launched the Integrated Ombudsman Scheme. Thanks to the Integrated Ombudsman Scheme, consumers who have complaints against a Reserve Bank of India (RBI) regulated entity (like a bank or NBFC) now have a single point of reference to file complaints, submit documents, track the status of complaints and receive feedback.

Here is a look at how you can file a complaint under the RBI’s One Nation, One Ombudsman scheme.

When to take the One Nation One Ombudsman route

This is a scheme for escalation of your complaint and not the fist point of complaint. If you have any grievances against RBI-regulated financial institutions such as banks, NBFCs or a payment service operator you first need to make a formal complaint with that institution itself.

The RBI has also made it necessary for all these institutions to have an internal ombudsman. In case you find it difficult to file a complaint with the financial institution regulated by the RBI you can also approach its internal ombudsman.

In case you do not get a resolution within 30 days from the respective entity including its internal ombudsman or you are not satisfied with the resolution provided by them you can escalate your complaint to the integrated Ombudsman under the new scheme.

Filing complaint under new One Nation, One Ombudsman Scheme

There fours ways to file a complaint using the One Nation One Ombudsman Scheme.

1. You can call on the toll-free number 14448 between 9:30 am and 5:15 pm.
2. You can send the complaint to this email address: CRPC@rbi.org.in.
3. You can send a physical complain through post to the address: ‘Centralised Receipt and Processing Centre’, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017 in the format given as annex at the link https://rbidocs.rbi.org.in/rdocs/content/pdfs/RBIOS2021_121121.pdf
4. You register a complaint online at https://cms.rbi.org.in

Here is step-by-step guide on how to file a complaint online using the Integrated Ombudsman Scheme.

Step 1: Visit https://cms.rbi.org.in and click on the option ‘File a complaint’ on the homepage.

Step 2: A separate tab will open wherein you will have to enter the Captcha code. Do keep in mind that the Captcha code is case sensitive.

Step 3: Once you enter the correct Captcha code, another tab will open where you will be required to enter your name and mobile number.

Step 4: Once you enter your name and mobile number click on the ‘Get OTP’ option. You will receive the OTP on the mobile number you have entered (do make sure it is an active one). Once you receive the OTP and enter it, a new tab will open to enter further details.

Step 5: You will need to enter your email ID and select the right ‘Complainant Category’ from the drop-down menu. If you select the category as Individual, it will ask you to enter your age and gender. Other categories include Individual-Business, Proprietorship Partnership, Limited Company, Trust, Association etc.

Step 6: Next, you will need to select your state and district of residence from the drop-down menu. You then need to enter your address and pin code. At the bottom of the page, you will be required to select the name of the regulated entity from the drop down menu, against which you intend to register the complaint. This list is quite long and finding the name by scrolling could be quite cumbersome so typing the name in the search box will work better.

Step 7: Once you enter the name of the regulated entity, you will have to give more details about the complaint. This includes information on whether the complaint is new, if it is sub-judice/under arbitration/already dealt with on merits by a Court/Tribunal/Arbitrator/Authority. For a new complaint you need to select the “No” option.

There are 5 more questions to answer regarding the complaint. This is done to ascertain whether the complaint really qualifies to be registered under One Nation One Ombudsman scheme. Once you are done answering all the questions, click on ‘Next’.

Step 8: A new tab will open. Here, you will be asked if you have filed a written/electronic complaint with the regulated entity. If you select ‘Yes’, you will be asked details of the complaint like date of complaint and will also have to upload a scanned copy of complaint. You will also need to mention if you have received a reply or not; whether you have reminded the entity or not. Next, you will need to give the date of disputed transaction. You will also have to clarify whether the complaint is against the wallet of the regulated entity or a business correspondent. Next you will have to mention your ATM/Debit/Credit Card number or Loan/Deposit account number. Once you enter these details click on ‘Next’.

Step 9: A new tab will open where you will have to enter details of the complaint category. You will have to pick the suitable Complaint Category, Complaint Sub-category 1, and Complaint Sub-category 2 from the drop down menu. You will then need to enter the facts of the complaint which should not be more than 2,000 characters. You will also need to fill the amount of the dispute, compensation for dispute and expenses incurred. After filling all the relevant information you will need to click on ‘Next’.

Step 10: You have now reached the final page of the complaint process. Here you can upload any additional document that you have to support your complaint. If you wish to authorise somebody to appear on your behalf, you will need provide details of the authorized representative. If you are filing it yourself, select the ‘No’ option. After this you will need to declare the accuracy of the information by checking the tick box. You can now review and submit your complaint. Do make sure to download and save a copy of the complaint for future reference.

You can go the home page https://cms.rbi.org.in to track the status of complaint, to file an appeal or to get feedback.