RBI INTEGRATED OMBUDSMAN SCHEME

Fingpay (Tapits Technologies Pvt. Ltd.) is an RBI-authorised Payment Aggregator committed to fair, transparent, and timely resolution of customer grievances. If your complaint with Fingpay is not resolved to your satisfaction, you have the right to escalate it to the Reserve Bank of India’s Ombudsman. This page explains the RBI’s grievance redressal mechanism and how to use it.

What Is the RBI Integrated Ombudsman Scheme?

The Reserve Bank – Integrated Ombudsman Scheme, 2021 (RB-IOS, 2021) is a unified grievance redressal framework launched by the Reserve Bank of India on November 12, 2021. It consolidates three earlier schemes into a single, simplified process:

1. Banking Ombudsman Scheme, 2006
2. Ombudsman Scheme for Non-Banking Financial Companies, 2018
3. Ombudsman Scheme for Digital Transactions, 2019

Key Features

• One Nation One Ombudsman — File a complaint from anywhere in India; there are no jurisdictional barriers.
• Free of cost — No fee is charged at any stage of the complaint or appeal process.
• Covers all RBI-regulated entities — Banks, NBFCs, and Payment System Participants (including Payment Aggregators like Fingpay).
• Deficiency in service — The scheme covers complaints where the regulated entity has failed to provide a service it was required to deliver, whether or not this caused financial loss.
• Real-time tracking — Complaints can be filed and tracked online via the RBI’s Complaint Management System (CMS) portal.

Who Can File a Complaint?

Any individual who is a customer of an RBI-regulated entity can file a complaint. This includes:

• End customers who transact through Fingpay-powered payment channels (UPI, AEPS, BBPS, Payment Gateway, etc.)
• Merchants onboarded by Fingpay for payment acceptance services
• Authorised representatives acting on behalf of a complainant (with written authorisation)

The complaint must relate to a deficiency in service by Fingpay — meaning a shortcoming or failure in any payment service Fingpay is required to provide.

When Can You Approach the RBI Ombudsman?

You may approach the RBI Ombudsman only after attempting to resolve the issue directly with Fingpay. The following conditions must be met:

Important: Filing a complaint directly with the RBI Ombudsman without first contacting Fingpay will result in your complaint being rejected as non-maintainable.

What Types of Complaints Are Covered?

The RB-IOS, 2021 covers complaints involving deficiency in service by Fingpay. Examples include:

• Transactions Discrepancy (UPI, AEPS, BBPS, mATM, Payment Gateway, etc.)
• Non-reversal of funds for failed or declined transactions
• Unauthorised or erroneous debits from customer accounts
• Delays in settlement of funds to merchants
• Non-acknowledgement or non-response to complaints raised with Fingpay
• Failure to provide agreed payment services

What Types of Complaints Are NOT Covered?

The following complaints are non-maintainable under the scheme and will not be accepted by the Ombudsman:

• Complaints not first raised with Fingpay
• Complaints filed before 30 days have elapsed since lodging with Fingpay (unless Fingpay has already responded and you are dissatisfied)
• Complaints filed more than 6 months after Fingpay’s final response (or more than 6 months and 30 days if no response was received)
• Commercial decisions by Fingpay (e.g., rejection of merchant onboarding applications, pricing decisions)
• Disputes between two customers or between two regulated entities
• Matters already pending before or decided by a court, tribunal, arbitrator, or consumer forum
• Frivolous or vexatious complaints
• Complaints relating to employer-employee disputes or outsourcing contracts

Fingpay’s Internal Grievance Channels

Before approaching the RBI Ombudsman, you must first raise your complaint with Fingpay. We have a three-tier grievance redressal structure:

Level 1 – Customer Support

Level 2 – Escalation Desk

If your complaint is not resolved at Level 1, or you are not satisfied with the response:

Level 3 – Nodal Officer

If your complaint remains unresolved after Level 2:

Only after exhausting the above channels — or if 30 days have elapsed without a satisfactory resolution — should you approach the RBI Ombudsman.

How to File a Complaint with the RBI Ombudsman

Step 1 – Raise a Complaint with Fingpay

Use the internal grievance channels listed above. Keep a record of your complaint date, reference number, and any response received.

Step 2 – If Unresolved, File with the RBI Ombudsman

You can file a complaint through any of the following methods:

Filing a complaint is completely free of charge. You do not need to engage any agent or intermediary.

Information Required When Filing a Complaint

When submitting your complaint to the RBI Ombudsman, include the following:

1. Full name, age, and gender of the complainant
2. Postal address, email ID, and mobile number (mandatory for receiving updates)
3. Name and address of the regulated entity:
4. Facts giving rise to the complaint — including transaction date, amount, transaction ID, and the product or service used
5. Date on which you raised the complaint with Fingpay, and a copy of their response (if any)
6. Nature and extent of loss suffered (if applicable)
7. Relief sought
8. Declaration that the complaint is not non-maintainable under Clause 10 of RB-IOS, 2021
9. Supporting documents — transaction receipts, screenshots, email correspondence, etc.

Compensation and Award

The RBI Ombudsman first attempts to resolve complaints through conciliation or mediation between the complainant and the regulated entity.

If no settlement is reached, the Ombudsman may pass an Award. 

There is no minimum or maximum limit on the transaction value for which a complaint can be filed.

The complainant must accept the Award within 30 days of receiving it. If not accepted within this period, the Award will lapse.

Appellate Authority

If you are not satisfied with the Ombudsman’s decision, you may file an appeal.

Tracking Your Complaint

Once your complaint is registered on the CMS portal, you will receive a complaint number.

You can track the status of your complaint:

• Online at https://cms.rbi.org.in
• By calling the toll-free helpline 14448

Useful Links