RBI asks banks to take on repeat client grievances, repair spaces in complaint systems
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ET BureauLast Updated: Oct 02, 2026, 12:37:00 AM IST
Summary
The Reserve Bank of India has actually asked banks to recognize systemic, procedure and functional spaces behind repeating consumer problems and perform root-cause analysis to decrease their reoccurrence. The regulator likewise required more powerful capability structure and complaint handling. More than 1.33 million problems were gotten under the ombudsman plan in FY25.
The RBI has actually asked banks to carry out root-cause analysis of repeating consumer problems, enhance complaint systems and develop capability to enhance problem resolution and regulative compliance.
New Delhi: The Reserve Bank of India has actually asked banks to enhance their systems to attend to repeating client grievances and spaces in regulative compliance. In a conference held last month, the regulator asked banks to recognize underlying systemic, process-related and functional problems adding to problems and carry out root-cause analysis of repeating
“The regulator reiterated some of the concerns and also shared major complaint categories based on complaints handled by RBI ombudsman offices,” stated an executive, asking for privacy.
“The regulator has called for identifying and implementing appropriate measures to bring down recurrence of such complaints,” he included. More than 1.33 million grievances were gotten in financial 2025 under the RBI’s ombudsman plan, a 13.55 % boost from the previous year.
“Another suggestion was to build capacities, including industry-level training programmes, for effective handling and resolution of such complaints,” stated another executive. “We will be discussing this internally and finding a mechanism including capacity building at the industry level, besides each bank board will formulate their own strategies as per the RBI overall directives,” he included.
At the yearly conference of the internal ombudsmen of banks and other RBI-regulated entities and in July, reserve bank deputy guv Swaminathan J kept in mind that a considerable percentage of grievances solved in favour of consumers at the RBI ombudsman level were not described the internal ombudsman in the very first location.
“This is a matter of serious concern because it undermines the very purpose of the internal ombudsman framework,” he stated, asking for controlled entities to examine their internal complaint redress procedures thoroughly and asking their IOs to determine repeating problems and assist carry out therapeutic procedures.
Grievance management systems must be developed to avoid grievances from accidentally bypassing the internal ombudsman procedure due to category concerns or procedure shortages, he stated.
The Reserve Bank – Integrated Ombudsman Scheme, 2026 (RB-IOS, 2026), entered into impact in July 2026, under which jurisdiction-neutral handling of grievances under the “One Nation One Ombudsman” method was taken into location.
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