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How to complain about a bank, NBFC or loan app (and when to go to RBI)

6 min readApplies to: RB-IOS 2026 (in force from 1 Jul 2026)
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Short answer: Complain to the bank, NBFC or app lender first, in writing, and keep proof. If there’s no reply within 30 days, or you don’t like the reply, file a free complaint with the RBI Ombudsman at cms.rbi.org.in (helpline 14448). The Ombudsman is the RBI office that handles complaints against banks and other lenders. Under the 2026 scheme you have 90 days to do that, much less than the year allowed before July 2026.

What you can complain about

Wrong fees or penal charges (extra charges for breaking loan terms, such as paying late). A card that won’t close. Mistakes in your credit report. Harassment by recovery agents. Failed UPI or card payments where the money never came back. Loan terms that don’t match your KFS, the Key Facts Statement you got before signing.

The Reserve Bank – Integrated Ombudsman Scheme, 2026 (RB-IOS 2026, in force from 1 July 2026) covers banks, NBFCs (non-bank finance companies), prepaid wallet and card issuers, and credit bureaus.

Step 1: Complain to the lender in writing

Use the lender’s official complaint channel. You’ll find the grievance officer’s name and contact (the person who handles complaints) in your KFS and on the lender’s website. Say clearly what happened, when, how much money is involved, and what you want: a refund, a correction or a closure. Attach statements, screenshots and receipts.

Write down the date and the complaint number. If a digital lender doesn’t solve your complaint within 30 days, you can go to the RBI Ombudsman.

Step 2: Go to the RBI Ombudsman

You can file if 30 days have passed with no reply, or if you got a reply but you’re not satisfied.

Deadline: within 90 days of the end of the 30-day period or of the lender’s last reply, whichever is later.

How to file (free, no lawyer needed):

  • Online: https://cms.rbi.org.in
  • Email: [email protected]
  • Post: Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Central Vista, Sector 17, Chandigarh – 160017
  • Helpline: 14448

A date example

Fictional.

Asha complains to her NBFC on 3 August 2026 about ₹4,800 of wrong penal charges. No reply comes.

  • The 30-day wait ends: 2 September 2026. She can now go to the Ombudsman.
  • The latest date to file, if there’s still no reply: 1 December 2026 (90 days later).
  • She files online on 10 September with her original complaint, its date and her statements.

If the NBFC replies after the 30 days, the 90 days run from that reply (the later date counts). Check the exact rule on the RBI site.

What the Ombudsman can and can’t do

Can Can’t
Order a refund or correction Cancel a valid debt
Award compensation: up to ₹30 lakh for losses, plus up to ₹3 lakh for harassment, time and expenses Make a lender give you a loan
Look at fees, how agents collect money, credit-report errors, card and UPI failures Decide interest rates the lender sets within its policy
— Hear a case that’s already in court

If you disagree with the decision, you can appeal within 30 days to RBI’s appellate authority (the RBI office that hears appeals).

Other places to complain

Problem Where
Fraud, threats, money stolen 1930 / cybercrime.gov.in
Unregistered lender or illegal deposit scheme Sachet: sachet.rbi.org.in
Insurance Insurer first, then IRDAI’s Bima Bharosa and the Insurance Ombudsman
Shares, mutual funds SEBI SCORES

Common mistakes

Going to RBI first. You usually must complain to the lender first, then wait for the reply or for 30 days to pass.

Thinking you have a year. Under the 2026 scheme it’s 90 days.

Paying someone to file. It’s free, and you can do it yourself online.

What to check today

  1. Write your complaint today with dates, amounts and what you want. Send it through the lender’s official channel.
  2. Put a reminder in your phone for day 30 and another for day 120.
  3. Keep copies of everything in one folder.

Sources and review

Try it with your numbers
RBI complaint dates
Open tool →

Educational information, not financial advice. Found an error? Tell us → · Corrections log

Frequently asked questions

How do I complain against a bank or NBFC to RBI?

Complain to the bank or NBFC first, in writing, and note the complaint number. If there's no reply within 30 days, or you don't like the reply, file with the RBI Ombudsman at cms.rbi.org.in. It's free, and you don't need a lawyer. You can also email [email protected] or call the helpline 14448. Work out your dates with Complaint dates.

How many days do I have to file an RBI Ombudsman complaint?

Under the RB-IOS 2026 scheme, in force from 1 July 2026, you have 90 days. They run from the end of the 30-day wait or from the lender's last reply, whichever is later. Before July 2026 you had a year, so don't wait. Set phone reminders for day 30 and day 120 after your first complaint to the lender.

Can I go to RBI directly without complaining to my bank first?

Usually not. You must first complain to the lender, then wait for its reply or for 30 days to pass. Use the lender's official channel. The grievance officer's contact (the person who handles complaints) is in your KFS and on the lender's website. Say what happened, when, how much money is involved and what you want. Attach statements and screenshots.

How much compensation can the RBI Ombudsman give?

The Ombudsman can award up to ₹30 lakh for losses, plus up to ₹3 lakh for harassment, time and expenses. It can also order a refund or a correction. It can't cancel a valid debt or make a lender give you a loan. It doesn't decide interest rates a lender sets within its policy, and it can't hear a case that's already in court.

What if I disagree with the Ombudsman's decision?

You can appeal within 30 days to RBI's appellate authority (the RBI office that hears appeals). Keep your original complaint, the lender's reply and the Ombudsman's decision together in one folder. Some problems go elsewhere. For fraud or stolen money, use 1930 or cybercrime.gov.in. Insurance complaints go to the insurer first, then Bima Bharosa and the Insurance Ombudsman.

Do I need to pay someone to file my RBI complaint?

No. Filing with the RBI Ombudsman is free, and you can do it yourself online at cms.rbi.org.in. You don't need a lawyer or an agent. Write down the dates, amounts and what you want, and attach your proof. Never share your OTP, UPI PIN or bank password with anyone who offers to help.