If you’ve been waiting for months for your bank or NBFC to solve your complaint, here’s some good news.
The Reserve Bank of India (RBI) is launching a special two-month mission to clear all complaints that have been pending for more than 30 days.
This fast-track campaign will run from January 1, 2025, to February 2026.
The rise in complaints has overloaded the Ombudsman system.
While RBI says 99.8% of cases are usually resolved on time, the sudden surge in total complaints created a huge backlog.
To fix this, the RBI has decided to clean up the entire system and speed up resolutions for customers.
Why Complaints Are Rising
Digital payments, online banking, credit cards, and instant loans have made life easier—but they’ve also led to more customer issues.
RBI data shows that 13.34 lakh complaints were filed in FY 2024–25, up 13.55% from last year.
The highest complaints were linked to loans and advances (29.25%), followed by credit cards, which grew by 20.04%.
Even though mobile and e-banking complaints dipped slightly to 12.74%, banks and NBFCs together accounted for over 96% of all complaints.
Banks alone made up 81.53%, while NBFCs contributed 14.80%.
The system was getting overloaded, and RBI realized that if action wasn’t taken now, customer dissatisfaction would only worsen.
How the Ombudsman System Helps Customers
The RBI Ombudsman Scheme acts as a safety shield for customers.
If you face issues like wrong charges, mis-selling, failed digital payments, overcharging, or incorrect deductions, you can approach the Ombudsman.
But with too many complaints coming in, many cases were stuck for more than a month.
This delay was hurting both customers and the system.
This is why RBI has launched this special mission—to clear old cases quickly and ensure the entire finance system becomes more customer-friendly.
What This Special Campaign Will Change
The main goal is simple: clear all complaints older than 30 days as quickly as possible.
RBI also wants to make the resolution process faster, smoother, and more transparent.
Governor Sanjay Malhotra has urged banks and NBFCs to adopt a fully customer-centric approach.
To increase accountability, RBI is already publishing monthly updates on pending and resolved cases.
Now it wants the entire ecosystem to take customer complaints more seriously.
Why This Step Was Needed
India is moving rapidly toward digital finance. But with it come problems like:
Payment failures
Wrong deductions
Overcharging
Fake loan apps
Fraud
Poor customer service
More customers mean more complaints—so RBI had to step in.
This mission sends a clear message to regulated companies: delays and negligence won’t be tolerated.
Customer safety and convenience come first.
