RBI directs banks to improve grievance handling after rise in complaints
The Reserve Bank of India has instructed banks to strengthen their systems for handling repeat customer complaints following the receipt of more than 1.33 million complaints in fiscal 2025, a 13.55% increase over the previous year.1
The RBI called for banks to identify and implement measures to reduce complaint recurrence and to develop their own strategies in line with the central bank’s directives, noting that many complaints resolved in favour of customers at the RBI ombudsman level had not been referred to internal ombudsmen, and that the Reserve Bank Integrated Ombudsman Scheme 2026 took effect in July 2026.1