How to Complain Against a Bank in India
Wrong charges, a failed UPI payment where money was debited, a mis-sold insurance policy, harassment by loan recovery agents, or a complaint your bank keeps ignoring? The Reserve Bank of India (RBI) runs a free ombudsman system that covers banks, NBFCs and most payment companies — and you don't need a lawyer.
Step 1 — Complain to the bank first (mandatory)
The RBI Ombudsman will only take your case after you've given the bank a chance. Use the bank's official grievance channel — net-banking complaint form, branch, or customer-care email — and save the complaint / docket number and date. This proof is essential.
Step 2 — Wait for the 30-day rule
You can approach the RBI Ombudsman once any one of these is true:
- The bank rejected your complaint; or
- You're not satisfied with the bank's reply; or
- 30 days have passed since you complained and the bank hasn't resolved it.
Step 3 — File with the RBI Integrated Ombudsman
Under the Integrated Ombudsman Scheme (RB-IOS), 2021, one portal covers banks, NBFCs and payment system operators ("One Nation, One Ombudsman"):
- Go to cms.rbi.org.in (the Complaint Management System) and file online, or call 14448 for help lodging it.
- Enter the bank's name, your earlier complaint number, the issue, and the relief you want.
- Attach proof — statements, screenshots, the bank's reply, charge details.
- Track the complaint on the same portal; the Ombudsman can direct the bank to fix it and, where applicable, pay compensation.
Common bank complaints this covers
- UPI / digital payment — money debited but not received, failed transaction not reversed
- Unauthorised / fraud transactions — report to the bank within 3 days to limit liability (also dial 1930 for cyber fraud)
- Hidden or wrong charges, cheque/ECS issues, delayed refunds
- Credit cards — wrong billing, charges after closure, limit misuse
- Loans & recovery — mis-selling, harassment by recovery agents, wrong credit-bureau reporting