RBI orders banks to fix repeat customer complaint gaps
In short
The RBI told banks to find the main reasons behind repeat customer complaints and fix gaps in their systems. The reports say it also wants better staff training and stronger complaint handling, after more than 1.33 million complaints were received under the ombudsman scheme in FY25.
This matters for bank customers because it could improve service and faster complaint resolution. It is not clear which banks are affected or what action the RBI may take next.
What the reporting says
The RBI has asked banks to identify systemic, process and operational gaps behind recurring customer complaints and conduct root-cause analysis, according to publisher summaries. The regulator also called for stronger capacity building and grievance handling, while the reporting says more than 1.33 million complaints were received under the ombudsman scheme in FY25. It is not stated which banks were targeted or what penalties, if any, may follow.
Why it matters
The event is an RBI supervisory push aimed at reducing repeat customer complaints at banks. The reporting cites more than 1.33 million ombudsman complaints in FY25 and says banks should do root-cause analysis and strengthen grievance handling. The immediate implication is pressure on banks to improve service quality and internal controls, but the source does not name specific banks or enforcement steps.