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Integrated Ombudsman Scheme

The Reserve Bank -Integrated Ombudsman Scheme (RB-IOS, 2026) is a cost-free, expeditious and non-adversarial alternative grievance redress mechanism for customer complaints involving deficiency in service by Regulated Entities covered under this Scheme. It came into force with effect from July 01, 2026.

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Integrated Ombudsman Scheme

The Reserve Bank -Integrated Ombudsman Scheme, 2026 (RB-IOS, 2026) is a cost-free, expeditious and non-adversarial alternative grievance redress mechanism for customer complaints involving deficiency in service by Regulated Entities covered under the Scheme. It came into force with effect from July 01, 2026.

Salient features of the Integrated Ombudsman Scheme

Salient features of the Integrated Ombudsman Scheme

Internal Grievance Redressal Mechanism (IGR).

Alternate Grievance Redressal Mechanism (AGR).

Internal Grievance Redressal Mechanism (IGR).

Level – 1

Customer Service Team.

  • Call customer care (9:30 AM – 5:30 PM, Monday to Friday) at 04846613450 / 04847119400.
  • Email your complaint to customer.care@muthootcap.com
  • Customer support is available on working days (excluding holidays)
  • You can also write to: Customer Care Officer, Muthoot Capital Services Ltd, 3rd Floor, Muthoot Towers ,MG Road,
    Kochi – 682 035
Level – 2

Grievances Redressal Team.

  • Email your complaint to grievance@muthootcap.com
  • Write to: Grievance Redressal Officer, Muthoot Capital Services Ltd, 3rd Floor, Muthoot Towers, MG Road, Kochi – 682 035.
Level – 3

Principal Nodal Officer

  • Email your complaint to pno@muthootcap.com
  • Write to: Principal Nodal Officer, Muthoot Capital Services Ltd, 3rd Floor, Muthoot Towers, MG Road, Kochi – 682 035

Alternate Grievance Redressal Mechanism (AGR).

Level – 4

RBI Ombudsman(RBIO).

If your issue remains unresolved after contacting Level-1,Level-2,Level-3, OR, if you have not received response within 30 days of lodging a complaint, You may escalate by:

  • Submit complaint via RBI CMS portal: https://cms.rbi.org.in
  • Call 14448 (10:00 AM – 5:00 PM).
  • Email your complaint to CRPC@rbi.org.in
  • Write to: Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017.
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