RBI Launches Operation Clean Complaints for Banks & NBFCs

The RBI has just rolled out an exciting initiative — a special two-month campaign aimed at speeding up the resolution of all outstanding complaints against banks and NBFCs. This initiative, called Operation Clean Complaints, is designed to make sure that no grievance lingers unresolved for more than 30 days. The campaign is set to kick off on January 1 and run through February 28, 2026.

At Vexil Infotech we see this as a significant victory for banking customers all over India — a step towards greater transparency, accountability, and improved service. But what sparked this initiative? And what does it mean for you as a customer or a digital finance stakeholder? Let’s dive into the details.

Why Did RBI Take This Step? The Surge in Complaints

• In the fiscal year 2024–25, the number of complaints filed under the RBI Integrated Ombudsman Scheme (RB-IOS) jumped to 13.34 lakh (1.33 million), which is a 13.55% increase from the previous year.
• The bulk of these complaints stemmed from issues with loans and advances, which made up 29.25%, and credit cards at 17.15%—together, they represent almost half of all grievances.
• On the flip side, complaints about mobile and electronic banking dipped by around 12.7% compared to last year, yet they still made up a considerable share of the total.
• Over 91% of complaints were submitted online via digital channels like the CMS portal and email, showcasing how the growing trend of digital adoption and the ease of filing complaints are contributing to this upward trend.

To sum it up: the rise in digital banking, increased customer awareness, and a surge in complaints—especially around lending and credit—have led to a backlog that can’t be ignored.

What Is RB-IOS and How It Works

The RB-IOS was introduced to make the process of handling grievances easier and more consistent across all regulated financial institutions—whether they’re banks, NBFCs, payment processors, or credit information companies.

Key features:

• A centralized ombudsman cell— customers won’t have to wonder which scheme to use for filing their complaints.
• Simple digital filing— complaints can be submitted through a portal or email at no cost.
• Covers a wide range of categories— loans, credit cards, deposit accounts, digital banking, debit/ATM cards, and more.

However, the increase in complaints—particularly regarding loans and credit cards—has put a strain on the system, leading to delays. This brings us to Operation Clean Complaints.

What the RBI Has Ordered Under “Operation Clean Complaints”

Starting in January 2026, the RBI has instructed all banks and NBFCs to take the following steps over the next two months:

• Identify any complaints that have been unresolved for more than 30 days.
• Prioritize these complaints and address them with fair, timely actions.
• Enhance the internal grievance redressal teams to avoid future backlogs.
• Boost communication efforts to ensure customers are updated until their issues are fully resolved.
• The RBI will conduct weekly reviews and publish transparency reports to monitor compliance.

This sends a strong message from the RBI: addressing customer grievances is now a top priority, not just a matter of regulatory compliance.

What This Means for Customers, Banks, and NBFCs

For Customers: Relief and Confidence

• If you’ve been waiting for weeks or even months for a resolution, there’s a good chance your complaint will finally be addressed soon.
• For those whose complaints have been hanging in the air for too long, this is a chance to revisit their case — banks and NBFCs are feeling the heat to resolve outstanding issues.

For Banks and NBFCs: Time to Up Their Game

• This campaign is urging them to enhance their internal processes, staffing, and how they handle grievances.
• Institutions that don’t step up may find themselves under the microscope — both from the RBI and their customers — which could hurt their reputation.

For the Financial Ecosystem: A Shift Toward Customer-First Governance

• This move highlights that regulatory oversight is now about more than just ticking boxes — customer experience and trust are just as vital.

As digital finance keeps expanding, tools like RB-IOS and initiatives like Operation Clean Complaints will be key to maintaining trust in the system.

What You Should Do If You Have a Pending Complaint

• First, check if your complaint has been sitting unresolved for more than 30 days.
• Reach out to the grievance redressal cell of your bank or NBFC and mention RBI’s “Operation Clean Complaints” to emphasize the urgency of your issue.
• If you’re not happy with the response you receive, escalate the matter to RB-IOS again or use the formal portal.
• Make sure to keep all your documentation handy: complaint reference numbers, email exchanges, screenshots, and so on.

At Vexil Infotech, we also suggest that customers keep a closer eye on their banking complaints—having digital records is the best way to protect themselves as consumers.

Final Thoughts: A Positive Step Toward Better Banking Service

Operation Clean Complaints by the RBI is more than just a cleanup campaign — it’s a powerful signal to India’s financial sector: customer complaints can’t be left unresolved, and services must be proactive, transparent, and timely.

For customers, this is a refreshing change. For banks and NBFCs, it’s a serious wake-up call. And for the financial ecosystem as a whole, it’s a golden opportunity to rebuild trust and focus on truly customer-centric operations.

At Vexil Infotech, we’re optimistic that this initiative will set a new standard for grievance handling in India’s banking and NBFC sectors.

References

• RBI to launch two-month drive to clear long-pending ombudsman complaints (Economic Times) — The Economic Times + 1
• Rising pendency of grievances with RBI Ombudsman a concern: RBI launches two-month grievance redressal campaign from January 1, 2026 (Economic Times) — The Economic Times + 1
• Customer complaints to RBI rise 13.55% in FY25 to 13.3 lakh; loans, cards dominate grievances (ETBFSI) — ETBFSI.com + 1
• RBI Ombudsman complaints rise 13.6% in FY25, led by loan and card issues (Business Standard) — Business Standard + 1
• Two-month campaign to fast-track complaints with Ombudsman: RBI (Times of India) — The Times of India + 1
• RBI Ombudsman saw 13% increase in consumer complaints in FY25: Here's how to resolve your grievances (LiveMint) — mint + 1
• RBI to launch 2-month campaign to resolve pending grievances with Ombudsman (New Indian Express) — The New Indian Express + 1