Nodal Officer

The Nodal Officer is the second tier in RBI's 3-step grievance redressal hierarchy — between the Grievance Redressal Officer (GRO) and the RBI Banking Ombudsman. Borrowers escalate to the Nodal Officer when the GRO has not acknowledged a complaint within 7 days or has not resolved it within 30 days. The Nodal Officer's contact is published on every lender's website and is usually a senior compliance executive with formal authority to direct the resolution. If the Nodal Officer also fails, the case goes to the RBI Banking Ombudsman via the CMS portal (cms.rbi.org.in).