The Reserve Bank of India (RBI) announced a 13.55% rise in consumer complaints during FY 2024-25. The Integrated Ombudsman Scheme report reveals increased digital grievances, improved efficiency in complaint disposal, and growing concerns over loans and credit card issues. Banks accounted for 81.53% of complaints filed.

RBI Reports Surge in Consumer Complaints, Escalating Digital Grievance Trend

Notable Increase in Consumer Complaints in RBI's Annual Report 2024-25

The Reserve Bank of India (RBI) has released its annual report under the Integrated Ombudsman Scheme, revealing a significant surge in consumer complaints. A total of 13.34 lakh grievances were recorded in the fiscal year 2024-25, marking a 13.55% increase compared to the previous year.

Digital complaints played a major role in the uptick, driven by concerns surrounding loans, credit cards, and digital fraud.
The Centralised Receipt and Processing Centre (CRPC) dealt with 9.11 lakh complaints, while 2.96 lakh grievances were directly submitted to Offices of the RBI Ombudsman (ORBIOs) via the Complaint Management System.

ORBIOs Achieve Impressive Clearance Rate

Despite the growing numbers, ORBIOs achieved a remarkable 93.07% clearance rate, addressing 2.90 lakh complaints throughout the year.

Breakdown of Grievances

Loans and Advances: 29.25% of total grievances, with a notable increase in complaints related to digital lending.
Credit Card Issues: Saw a sharp rise of 20.04%, becoming the second-largest category of complaints.
Mobile and Electronic Banking: Experienced a decline of 12.74% in complaints.