Summary of this article
RBI received most complaints for loans and advances
Complaints against credit cards form second most in total share
RBI through ombudsman system disposed of total of 2.9 lakh complaints in FY25
RBI received one of the highest numbers of complaints related to credit cards in the financial year ended March 31, rising by over 20 per cent from the previous year, receiving a total of 50,811 complaints during the year. Complaints related to credit cards contributed to over 17 per cent of the total complaints received, with the second largest share of the total.
A report by India’s central bank showed that complaints under RBI’s Integrated Ombudsman Scheme rose nearly 13.6 per cent to 13.3 lakh during April 1, 2024 and March 31, 2025. Out of the total complaints that the RBI received, those related to loans and advances rose the most, by 29.3 per cent in FY25. This was followed by complaints received for credit cards.
Meanwhile, complaints related to mobile or electronic banking accounted for 16.86 per cent of total complaints received, but this category saw a drop by 12.7 per cent from a year ago.
Share of individuals filing complaints was the highest, accounting for over 87 per cent share of the total complaints received, to over 2.5 lakh crore. Complaints from Chandigarh were recorded at the highest share, with 35.1 complaints per lakh.
How did RBI receive the complaints?
The central bank, through the Office of Reserve Bank of India Ombudsman (ORBIO) and Central Receipt and Processing Centre (CRPC), received complaints. In FY25, ORBIO received around 30 lakh complaints, 0.8 per cent up from the previous year. Complaints received through the CRPC rose nearly 19 per cent over the previous year to over 9.13 lakh in FY26.
The RBI- Integrated Ombudsman Scheme, 2021, provides an alternative grievance redressal system to provide a fast and cost-free grievance redressal mechanism for customer complaints. Complaints and claims, which have not been satisfactorily redressed by regulated entities or in cases where claimants have not received a reply from regulated entities within 30 days, are taken up by the central bank.
Complainants can either file complaints with the RBI ombudsman system through the Complaint Management System portal or by sending a physical letter to the Centralised Receipt and Processing Centre located in Chandigarh.
How many complaints were disposed of?
In FY25, the RBI, through ORBIOs disposed of 2.9 lakh complaints. This includes pending complaints carried forward from the previous year. The ORBIO achieved a disposal rate of nearly 93.1 per cent.
Among the total complaints disposed of, 1.8 lakh complaints, which comprised 62.2 per cent of the total, were disposed of as maintainable complaints. About 51.9 per cent of the maintainable complaints were resolved through mutual settlement, conciliation or mediation. Meanwhile, 43.4 per cent of the complaints were rejected.
