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Ombudsman Scheme Annual Report 2024-25
December 6 , 2025
16 hrs 0 min
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- The RBI released the Annual Report of the Ombudsman Scheme 2024-25 under the Reserve Bank Integrated Ombudsman Scheme (RB-IOS), 2021.
- Total complaints rose 13.55% from 11.75 lakh in FY24 to 13.34 lakh in FY25.
- Banks accounted for 81.53% of complaints, Non-Banking Financial Companies (NBFCs) 14.80%, with loans (29.25%) and credit cards (20.04%) as top categories.
- Metropolitan centres contributed 45.86% of complaints, followed by urban 25.64%, semi-urban 18.46%, and rural 10.4%.
- The Centralised Receipt and Processing Centre (CRPC) received 9.11 lakh complaints, while Contact Centres (CC) handled 9.27 lakh calls in FY25.
- The scheme covers commercial banks, regional rural banks, primary cooperative banks, NBFCs with assets above ₹100 crore, and payment system participants.
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