Bank, loan or wallet problem: how to escalate

A plain language guide. Follow the steps in order.

All guides / Money, fraud and consumers

General information, not legal advice. This guide explains the usual steps in plain words. Every case has its own facts, and the law and the rules change. For a serious matter, speak to a lawyer. If you cannot afford one, you may get one free: call 15100. Last checked November 2026.

First complain to the bank. If nothing happens in 30 days, the Reserve Bank's Ombudsman will take it up, free.

What to do, step by step

Complain in writing to your bank, NBFC or payment company, through its grievance officer or app. Keep the complaint number.
Wait up to 30 days for a reply.
If there is no reply, a rejection, or a reply you are not happy with, file on the RBI complaint portal cms.rbi.org.in. It is free. You can also email [email protected] or write to the Centralised Receipt and Processing Centre, RBI, Sector 17, Chandigarh 160017.
For help on the phone, call the RBI contact centre on 14448 (weekdays, 8 am to 10 pm).
If you are not happy with the Ombudsman's decision, there is an appeal. If the Ombudsman orders in your favour, the bank must comply.

Where to go

RBI Complaint Management System
Helpline 14448

What to carry

Your complaint number and the bank's reply
Account or card details
Screenshots and statements

Time limits

Bank gets 30 days first.
Then file with the Ombudsman soon. The old scheme allowed one year from the bank's reply. A new scheme from 1 July 2026 is reported to shorten this, so file within 90 days to be safe.

What the law says

Reserve Bank Integrated Ombudsman Scheme (2021, replaced by a 2026 scheme from 1 July 2026)

If it does not work

Consumer commission for deficiency in service.
For unauthorised transactions, see the online fraud page.

Free help

RBI helpline 14448. 15100 for a free lawyer if you qualify.

Sources

RBI, resolve complaints with the Ombudsman

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Section numbers are from the Bharatiya Nagarik Suraksha Sanhita (BNSS), the Bharatiya Nyaya Sanhita (BNS) and other Acts, with the old number in square brackets. For events before 1 July 2024 the old law (CrPC, IPC) applies. Spotted a mistake? Corrections are welcome.