Mumbai, July 20 -- Reserve Bank of India's Deputy Governor Swaminathan J has urged regulated entities to strengthen their internal ombudsman mechanisms and ensure that customer grievances are resolved fairly and independently within institutions, as per a statement by the apex bank.

Delivering a speech at the Internal Ombudsman Conference organised by the RBI in Mumbai on July 13, 2026, he noted that a significant share of complaints later resolved in favour of customers by the RBI Ombudsman had not been referred to the Internal Ombudsman.

He noted, "Customer service is a shared responsibility that starts with the Board, runs through senior management and operating teams, and ultimately reflects in every interaction that a customer has ...