Strengthening of Grievance Redress Mechanism in Banks – Review

भारतीय �रज़वर् बैंक RESERVE BANK OF INDIA RBI/2025-26/207 CO.CEPD.PRS.No.S1121/13-01-008/2025-2026 February 11, 2026 All Scheduled Commercial Banks (excluding Regional Rural Banks) Madam/ Dear Sir, Strengthening of Grievance Redress Mechanism in Banks – Review Please refer to the circular RBI/2020-21/87 CEPD.CO.PRD.Cir.No.01/

13.01.013/2020-21 on “Strengthening of Grievance Redress Mechanism in Banks” dated January 27, 2021.

2. The instructions contained in the above circular have since been reviewed in the light of subsequent regulatory and supervisory developments. In particular, as part of the Reserve Bank’s consolidation exercise, complaint-related disclosures have since

been prescribed under the relevant Master Direction on Financial Statements:

Presentation and Disclosures (Directions), dated November 28, 2025. Further, the consumer compensation framework has been strengthened through enhanced compensation limits under the Reserve Bank–Integrated Ombudsman Scheme, 2026, and the Reserve Bank of India (Internal Ombudsman) Directions, 2026 have empowered Internal Ombudsmen to recommend award of compensation. Banks’ grievance redress mechanisms are also subject to supervisory assessment and follow-up through the regular supervisory processes. Accordingly, with a view to rationalise instructions and avoid duplication, it has been decided to withdraw the

circular dated January 27, 2021.

3. It is clarified that this withdrawal is without prejudice to the obligations of banks to maintain an effective customer grievance redress mechanism and to continuously उपभो�ा िशक्षण और संरक्षण िवभाग, के�ीय कायार्लय, पहली मंिजल, अमर िब��ंग, सर पी.एम.रोड, फोटर्, मुंबई-400 001 Consumer Education and Protection Department, Central Office, 1st floor, Amar Building, Sir P.M. Road, Fort, Mumbai-400 001 टेलीफोन/Telephone No.022-2260 3000/2260 4000 िहंदी में काम करना आसान है, इसका प्रयोग बढ़ाइए ।strengthen their internal grievance redress systems, in terms of extant regulatory and supervisory instructions and the bank’s own Board-approved policies.

4. Accordingly, the circular dated January 27, 2021, stands withdrawn with immediate effect and shall be treated as repealed from the date of this circular.

Dr Neena Rohit Jain (Chief General Manager)