Complaint against a bank: how to use the RBI Ombudsman

Money debited for a UPI payment that never reached. A loan closed but the property papers not returned. A credit card charge you never made. A pension stuck for months. Most people search "how to complain against bank to RBI". The answer is a free, fully online system called the RBI Ombudsman: an independent officer of the Reserve Bank who can order a bank to fix the problem and pay you compensation, without you going to court.

Which scheme applies now

From 1 July 2026, complaints are handled under the Reserve Bank – Integrated Ombudsman Scheme, 2026 (RB-IOS 2026), which replaced the 2021 scheme. The scheme covers complaints of deficiency in service (any shortfall in a service the entity is supposed to provide) against entities the RBI regulates:

• commercial banks, small finance and payments banks, regional rural banks and co-operative banks;
• eligible non-banking finance companies (NBFCs), including many loan and credit companies;
• non-bank prepaid payment instrument issuers (wallets), payment system participants, and credit information companies (the companies that prepare your credit report).

Smaller co-operative banks and NBFCs may fall outside the scheme. If your entity is not accepted on the portal, the system will tell you.

What you can and cannot complain about

You can complain about almost any service failure. Common ones:

• Failed ATM, card, UPI or net-banking transactions where money was debited but not credited.
• Charges or penalties levied without notice or against RBI rules.
• Delay in returning property documents after a loan is closed.
• Credit card disputes, mis-selling of insurance or investment products, unfair loan practices.
• Errors in your credit report that the credit information company did not correct.
• Delay in pension payments, or refusal to accept small coins and notes.

The Ombudsman will not take up:

• the bank's commercial judgment, such as refusing you a loan or deciding the interest rate within the rules;
• a matter already pending or decided in a court, tribunal, consumer commission or by an arbitrator (a police complaint does not count against you);
• a complaint you did not first make to the bank;
• employer–employee disputes, disputes between two banks, or abusive or frivolous complaints;
• a complaint filed through an advocate (unless the advocate is the affected person). You may authorise a family member or other representative.

Step by step: how to complain

1. Complain to the bank in writing. Use the bank's grievance email, website form, app or branch. Give your account number, transaction date, amount, reference number (UTR for UPI) and what you want. Note the complaint number. The bank's grievance officer's details are on its website.
2. Wait 30 days. If the bank rejects the complaint, sends a reply you are not satisfied with, or stays silent for 30 days, you can escalate. For some categories, such as unauthorised electronic transactions and card chargebacks, the waiting period is aligned with the longer timelines RBI or the card network sets.
3. File within 90 days. Count 90 days from the later of: the end of the 30-day period, or the date of the bank's last reply. A complaint after that is not maintainable.
4. File online. Go to cms.rbi.org.in, choose the entity, describe the complaint, and upload your bank complaint, the bank's reply (if any) and supporting documents. You can also email crpc@rbi.org.in, or post the complaint form to the Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Central Vista, Chandigarh 160017.
5. Track it. You get a complaint number. The RBI contact centre 14448 explains the process and gives status updates; it does not register complaints by phone.

What happens after you file

The Ombudsman sends your complaint to the bank, which must reply with documents, normally within 15 days. The Ombudsman first tries to settle the matter by facilitation or conciliation (getting both sides to agree). If that fails, it passes an award: a binding order directing the bank to pay or act. If the bank does not give the information in time, the Ombudsman can decide on the record you provided.

There is no limit on the amount in dispute you can claim. On top of that, the Ombudsman can award compensation of up to ₹30 lakh for consequential loss, and up to ₹3 lakh for your lost time, expenses, harassment and mental anguish.

If you are unhappy with the award or with a rejection, you can appeal within 30 days to the Appellate Authority, the Executive Director in charge of the RBI's Consumer Education and Protection Department. The Authority may allow another 30 days if you show good reason for the delay.