The Reserve Bank of India strengthened the review mechanism within regulated entities before they reject or partially resolve a customer complaint and elaborated roles and responsibilities of internal ombudsmen. Complaints that are partially resolved or wholly rejected must be auto-escalated to the internal ombudsman for review, and a complaint cannot be closed by the same branch or touch point. The directions apply to commercial banks, small finance banks, payments banks, NBFCs, non-bank prepaid payment instrument issuers, and credit information companies, and come into force immediately. Housing finance companies, core investment companies, infrastructure debt fund-NBFC, NBFC-infrastructure finance companies, non-operative financial holding companies, primary dealers, and mortgage guarantee companies are outside the purview.