On January 14, 2026, the Reserve Bank of India (RBI) issued the Reserve Bank of India (Internal Ombudsman) Directions, 2026, following up on the draft Master Direction issued on October 7, 2025. The RBI had sought feedback from stakeholders and the public on the draft Master Direction - Reserve Bank of India (Internal Ombudsman for Regulated Entities) Directions, 2025.
Feedback received on the draft Master Direction has been examined and incorporated into the final Master Direction, detailed in the Annex. The following Master Directions, specific to each category of regulated entity, have been issued:
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 aim to strengthen the internal mechanism for resolving customer grievances within the regulated entities. The press release number is 2025-2026/1918. Brij Raj, Chief General Manager, issued the release. The Department of Communication, Central Office, Shahid Bhagat Singh Marg, Fort, Mumbai - 400 001 can be contacted at phone number 022 - 2266 0502. The website is www.rbi.org.in and the email address is helpdoc@rbi.org.in.
Key Entities Referenced
Reserve Bank of India: Central bank of India, issuer of the Internal Ombudsman Directions.
Reserve Bank of India (Internal Ombudsman) Directions, 2026: Master Directions issued by the Reserve Bank of India regarding internal ombudsman schemes.
draft Master Direction - Reserve Bank of India (Internal Ombudsman for Regulated Entities) Directions, 2025: The draft version of the Internal Ombudsman Directions, released for stakeholder feedback.
Mumbai: Location of the Reserve Bank of India's central office.
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