ISSN2320-2882
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Paper Title
A STUDY ON CUSTOMER PERCEPTION OF THE RESERVE BANK INTEGRATED OMBUDSMEN SCHEME (2021): WITH SPECIAL REFERENCE TO COMPLAINTS AND FUTURE PROSPECTS
Authors
Sarthak Nagaonkar , Dr. Reshma Jaisinghani
Keywords
Reserve Bank Integrated Ombudsman Scheme (RB-IOS) 2021,Customer Perception, One Nation One Ombudsman,Complaint
Abstract
The Reserve Bank Integrated Ombudsman Scheme (RB-IOS), 2021 was launched by the Reserve Bank of India to merge the earlier Banking, NBFC, and Digital Transactions Ombudsman schemes into a single, unified grievance redressal framework. The scheme follows a "One Nation - One Ombudsman" approach, removing jurisdictional limits and simplifying complaint filing through a centralized portal, email, and processing centre. It aims to provide cost-free, speedy resolution of customer complaints related to deficiency in services by entities regulated by RBI, such as banks, NBFCs, and payment system participants. Customers can file grievances online, by email, or through physical submission, and track their status centrally. The scheme also includes additional entities like certain cooperative banks, expanding its coverage. Recent trends show rising complaint volumes, highlighting both increased customer awareness and ongoing service issues. Customer perception varies, with ease of access appreciated but delays in resolution remaining a concern. The study analyzes these perceptions and offers insights into improving complaint handling efficiency, transparency, and future prospects of the RB-IOS mechanism.
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IJCRT — journal style
"A STUDY ON CUSTOMER PERCEPTION OF THE RESERVE BANK INTEGRATED OMBUDSMEN SCHEME (2021): WITH SPECIAL REFERENCE TO COMPLAINTS AND FUTURE PROSPECTS", IJCRT - International Journal of Creative Research Thoughts (www.ijcrt.org), ISSN:2320-2882, Vol.14, Issue 2, page no.d550-d559, February 2026, Available :https://ijcrt.org/papers/IJCRT2602413.pdf
APA — 7th edition
Nagaonkar, S., & Jaisinghani, R. (2026). A STUDY ON CUSTOMER PERCEPTION OF THE RESERVE BANK INTEGRATED OMBUDSMEN SCHEME (2021): WITH SPECIAL REFERENCE TO COMPLAINTS AND FUTURE PROSPECTS. International Journal of Creative Research Thoughts, 14(2), d550-d559. https://doi.org/10.56975/ijcrt.v14i2.301630
MLA — 9th edition
Nagaonkar, Sarthak, and Reshma Jaisinghani. "A STUDY ON CUSTOMER PERCEPTION OF THE RESERVE BANK INTEGRATED OMBUDSMEN SCHEME (2021): WITH SPECIAL REFERENCE TO COMPLAINTS AND FUTURE PROSPECTS." International Journal of Creative Research Thoughts, vol. 14, no. 2, 2026, pp. d550-d559, https://doi.org/10.56975/ijcrt.v14i2.301630.
Chicago — 17th, bibliography
Nagaonkar, Sarthak, and Reshma Jaisinghani. "A STUDY ON CUSTOMER PERCEPTION OF THE RESERVE BANK INTEGRATED OMBUDSMEN SCHEME (2021): WITH SPECIAL REFERENCE TO COMPLAINTS AND FUTURE PROSPECTS." International Journal of Creative Research Thoughts 14, no. 2 (2026): d550-d559. https://doi.org/10.56975/ijcrt.v14i2.301630.
Harvard — author–date
Nagaonkar, S. and Jaisinghani, R. (2026) 'A STUDY ON CUSTOMER PERCEPTION OF THE RESERVE BANK INTEGRATED OMBUDSMEN SCHEME (2021): WITH SPECIAL REFERENCE TO COMPLAINTS AND FUTURE PROSPECTS', International Journal of Creative Research Thoughts, 14(2), pp. d550-d559. Available at: https://doi.org/10.56975/ijcrt.v14i2.301630
IEEE — numbered reference
S. Nagaonkar and R. Jaisinghani, "A STUDY ON CUSTOMER PERCEPTION OF THE RESERVE BANK INTEGRATED OMBUDSMEN SCHEME (2021): WITH SPECIAL REFERENCE TO COMPLAINTS AND FUTURE PROSPECTS," IJCRT, vol. 14, no. 2, pp. d550-d559, Feb. 2026, doi: 10.56975/ijcrt.v14i2.301630.
Vancouver — biomedical
Nagaonkar S, Jaisinghani R. A STUDY ON CUSTOMER PERCEPTION OF THE RESERVE BANK INTEGRATED OMBUDSMEN SCHEME (2021): WITH SPECIAL REFERENCE TO COMPLAINTS AND FUTURE PROSPECTS. IJCRT. 2026 Feb;14(2):d550-d559. doi: 10.56975/ijcrt.v14i2.301630
AMA — 11th edition
Nagaonkar S, Jaisinghani R. A STUDY ON CUSTOMER PERCEPTION OF THE RESERVE BANK INTEGRATED OMBUDSMEN SCHEME (2021): WITH SPECIAL REFERENCE TO COMPLAINTS AND FUTURE PROSPECTS. IJCRT. 2026;14(2):d550-d559. doi:10.56975/ijcrt.v14i2.301630
BibTeX — Zotero, Mendeley, LaTeX
@article{IJCRT2602413,
author = {Sarthak Nagaonkar and Reshma Jaisinghani},
title = {A STUDY ON CUSTOMER PERCEPTION OF THE RESERVE BANK INTEGRATED OMBUDSMEN SCHEME (2021): WITH SPECIAL REFERENCE TO COMPLAINTS AND FUTURE PROSPECTS},
journal = {International Journal of Creative Research Thoughts},
volume = {14},
number = {2},
pages = {d550-d559},
year = {2026},
month = {February},
issn = {2320-2882},
doi = {10.56975/ijcrt.v14i2.301630},
url = {https://doi.org/10.56975/ijcrt.v14i2.301630}
}
RIS — EndNote, RefWorks
TY - JOUR
AU - Nagaonkar, Sarthak
AU - Jaisinghani, Reshma
TI - A STUDY ON CUSTOMER PERCEPTION OF THE RESERVE BANK INTEGRATED OMBUDSMEN SCHEME (2021): WITH SPECIAL REFERENCE TO COMPLAINTS AND FUTURE PROSPECTS
T2 - International Journal of Creative Research Thoughts
JA - IJCRT
VL - 14
IS - 2
PY - 2026
SN - 2320-2882
DO - 10.56975/ijcrt.v14i2.301630
UR - https://doi.org/10.56975/ijcrt.v14i2.301630
SP - d550-d559
ER -
Issue
Volume 14 Issue 2,
February-2026
Pages : d550-d559
Article Information
- Published In
- International Journal of Creative Research Thoughts — Volume 14, Issue 2, February 2026
- Pages
- d550-d559
- Published
- February 2026
- Registration ID
- IJCRT_301630
- Published Paper ID
- IJCRT2602413
- Research Area
- Science and Technology
- Author Type
- Indian Author
- Location
- India
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- https://ijcrt.org/papers/IJCRT2602413.pdf
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International Journal of Creative Research Thoughts
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