On November 12, 2021, Prime Minister Narendra Modi launched the Integrated Lokpal Scheme. Thanks to the Integrated Ombudsman Scheme, consumers who have complaints There is now a single reference for lodging complaints, submitting documents, tracking complaints status and getting feedback against an entity (such as a bank or NBFC) regulated by the Reserve Bank of India (RBI).

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

when to take one nation one ombudsman Way

It is the plan to escalate your complaint and not the first point of complaint. If you have any complaint against RBI regulated financial institutions such as banks, NBFCs or payment service operators, the first thing you need to do is to make a formal complaint with that institution itself.

RBI has also made it mandatory for all these institutions to have an internal ombudsman. You can also approach its Internal Ombudsman if you find it difficult to file a complaint with a financial institution regulated by RBI.

If you do not get the resolution from the concerned organization including its Internal Ombudsman within 30 days or you are not satisfied with the resolution provided by them then you can send your complaint to the Integrated Ombudsman under the new scheme.

filing Complaint under the new One Nation One Lokpal scheme

There are four 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 to 5:15 PM.
2. You can send the complaint to this email address: CRPC@rbi.org.in.
3. You can send a physical complaint through post to the address: ‘Centralized Receipt and Processing Centre’, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017 Link given as attachment on https://rbidocs.rbi in the format .org.in/rdocs/content/pdfs/RBIOS2021_121121.pdf
4. You can lodge complaint online at https://cms.rbi.org.in

here is step by step guide How to file complaint online using Integrated Ombudsman Scheme.

Phase 1: Go to https://cms.rbi.org.in and click on ‘Submit a complaint’ option on the homepage.

Phase 2: A separate tab will open in which you have to enter the captcha code. Keep in mind that Captcha code is case sensitive.

step 3: Once you enter the correct captcha code, another tab will open where you will have to enter your name and mobile number.

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

Step 5: You have to enter your email ID and select the correct ‘Complainant Category’ from the drop-down menu. If you select the category as Personal, 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 need to select your state and district of residence from the drop-down menu. You will then need to enter your address and pin code. At the bottom of the page, you need to select the name of the regulated entity against whom you want to lodge a complaint from the drop down menu. The list is quite long and scrolling down to find the name can be quite cumbersome so typing the name in the search box would work better.

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

There are 5 more questions to answer regarding the complaint. This is done to ascertain whether the complaint is actually eligible to be registered under the One Nation One Ombudsman scheme. Once you have answered all the questions, click ‘Next’.

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

Step 9: A new tab will open where you have to enter the details of the complaint category. You have to select the appropriate 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 exceed 2,000 characters. You will also need to fill in the amount of the dispute, the compensation for the dispute and the expenses incurred. After filling all the relevant information you need to click on ‘Next’.

Step 10: Now you have reached the last page of the complaint process. Here you can upload any additional documents to support your complaint. If you wish to authorize someone to appear on your behalf, you must provide the details of the authorized representative. If you are filing it yourself, select the option ‘No’. After that you have to declare the accuracy of the information by checking the tick box. You can now review and submit your complaint. Make sure to download and save a copy of the complaint for future reference.

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