On January 14, 2026, the Reserve Bank of India (RBI) issued the Reserve Bank of India (Internal Ombudsman) Directions, 2026, following feedback on the draft Master Direction - Reserve Bank of India (Internal Ombudsman for Regulated Entities) Directions, 2025, issued on October 07, 2025. Modifications were made based on the feedback, and a statement on the feedback and actions taken is in the Annex. The RBI has issued Master Directions specific to each regulated entity category:
a) Reserve Bank of India (Commercial Banks - Internal Ombudsman) Directions, 2026
b) Reserve Bank of India (Small Finance Banks- Internal Ombudsman) Directions, 2026
c) Reserve Bank of India (Payments Banks- Internal Ombudsman) Directions, 2026
d) Reserve Bank of India (Non-Banking Financial Companies- Internal Ombudsman) Directions, 2026
e) Reserve Bank of India (Non-Bank Prepaid Payment Instruments Issuers- Internal Ombudsman) Directions, 2026
f) Reserve Bank of India (Credit Information Companies - Internal Ombudsman) Directions, 2026.
These directions are intended to strengthen internal grievance resolution mechanisms. The press release number is 2025-2026/1918. Brij Raj, Chief General Manager, is the contact person. The RBI website is www.rbi.org.in and the email address is helpdoc@rbi.org.in. The phone number is 022 - 2266 0502. The Department of Communication is located at Central Office, Shahid Bhagat Singh Marg, Fort, Mumbai - 400 001.
Key Entities Referenced
Reserve Bank of India: Central bank of India, issuing Internal Ombudsman Directions
Reserve Bank of India (Internal Ombudsman) Directions, 2026: Master directions issued for internal ombudsman schemes, specific to regulated entities.
draft Master Direction - Reserve Bank of India (Internal Ombudsman for Regulated Entities) Directions, 2025: Draft version of the master direction, used for stakeholder feedback.
Mumbai: Location of Reserve Bank of India's central office mentioned in the release.
प्रेस प्रकाशनी PRESS RELEASE
भारतीय ररज़र्व ब ैंक
RESERVE BANK OF INDIA
वेबसाइट : www.rbi.org.in/hindi संचार वर्भाग, केंद्रीय कायाालय, शहीद भगत ससिंह मागा, फोटा, म िंबई - 400 001
Website : www.rbi.org.in Department of Communication, Central Office, Shahid Bhagat Singh Marg, Fort,
ई-मेल/email : helpdoc@rbi.org.in Mumbai - 400 001 फोन/Phone: 022 - 2266 0502
January 14, 2026
RBI issues Reserve Bank of India (Internal Ombudsman) Directions, 2026
The Reserve Bank of India had on October 07, 2025, issued the draft Master
Direction - Reserve Bank of India (Internal Ombudsman for Regulated Entities)
Directions, 2025, seeking feedback from the stakeholders and the public.
2. Feedback received on the draft Master Direction has been examined and
necessary modifications have been suitably incorporated in the final Master Direction.
A statement on the feedback received for the draft Master Direction and action taken
is provided in the Annex.
3. Accordingly, the Reserve Bank of India has today issued the following Master
Directions, specific to each category of regulated entity:
a) Reserve Bank of India (Commercial Banks - Internal Ombudsman) Directions,
2026
b) Reserve Bank of India (Small Finance Banks- Internal Ombudsman)
Directions, 2026
c) Reserve Bank of India (Payments Banks- Internal Ombudsman) Directions,
2026
d) Reserve Bank of India (Non-Banking Financial Companies- Internal
Ombudsman) Directions, 2026
e) Reserve Bank of India (Non-Bank Prepaid Payment Instruments Issuers-
Internal Ombudsman) Directions, 2026
f) Reserve Bank of India (Credit Information Companies - Internal Ombudsman)
Directions, 2026
The aforesaid directions are expected to strengthen the internal mechanism for
resolution of customer grievances within the regulated entities.
(Brij Raj)
Press Release: 2025-2026/1918 Chief General Manager