RBI Complaint Against Bank — Complete CMS Process (2026)

If your bank doesn't reply, denies a refund without reason, or violates RBI rules — you can complain directly to RBI through the Complaint Management System (CMS) at cms.rbi.org.in. This page covers the two parallel paths: the RB-IOS 2026 ombudsman route for regulated banks, NBFCs and wallets, and the Sachet portal for unregulated entities and financial fraud.

Two RBI portals, two jobs.
cms.rbi.org.in for ombudsman complaints against a regulated bank / NBFC / wallet. sachet.rbi.org.in for unauthorised / unregulated entities (chit-funds, deposit-taking schemes, suspicious operators).

To file an RBI complaint against a bank in India: (1) write to the bank first and wait 30 days, (2) if no reply or an unsatisfactory reply, file at cms.rbi.org.in under the Reserve Bank — Integrated Ombudsman Scheme (RB-IOS), 2026 — the “one-nation, one-ombudsman” scheme that replaced the 2021 scheme from 1 July 2026, (3) attach the bank's reply or proof of 30-day non-response plus supporting documents, (4) the Ombudsman can award compensation up to ₹30 lakh for actual / consequential loss plus up to ₹3 lakh for harassment, time and expense. There is no fee. Toll-free helpline 14448. For unregulated entities use sachet.rbi.org.in.

• What RBI handles vs what it doesn't
• The 30-day rule before filing
• Step-by-step on cms.rbi.org.in
• Sachet portal — unregulated entities
• Documents to attach
• What RBI can do
• Sample complaint to bank — pre-RBI
• What not to do
• Can compensation be claimed?
• FAQ

RBI handles through the ombudsman. RB-IOS 2026 covers banks, certain NBFCs, non-bank Prepaid Payment Instrument (PPI) issuers, and Credit Information Companies:

• Service deficiency in regulated banks / NBFCs / wallets / payment system operators
• Wrong / unauthorised debits, failed UPI / NEFT / RTGS, wrong-credit non-reversal
• KYC / mis-selling / fair-practices-code violations
• ATM / card / loan / locker / FD service complaints
• Recovery-agent harassment by NBFCs

RBI does NOT handle directly:

• Disputes already in court / arbitration
• Insurance claims (use the IRDAI ombudsman)
• Mutual fund / equity disputes (use SEBI / SCORES)
• EPF claims (use EPFO grievance + EPFiGMS)
• Income tax disputes (use CPC / Faceless Appeal)
• Pure consumer-product disputes (use NCH 1915 / Consumer Forum)

If you file in the wrong forum, the case is rejected at intake. The cms.rbi.org.in entity-search auto-suggests; if it doesn't find your entity, the complaint likely belongs elsewhere.

Before approaching RBI:

1. Write a formal complaint to the bank (e-mail + branch + the bank's grievance officer)
2. Cite the relevant RBI framework (for example, the 2017 Customer Protection directions on unauthorised electronic transactions)
3. Wait 30 days for a reply
4. If unanswered or unsatisfactory → file with the RBI Ombudsman within 90 days of the bank's reply deadline or its last communication to you

If you skip the bank-first step, your RB-IOS complaint is rejected at intake.

1. Register / Login at cms.rbi.org.in (mobile + e-mail OTP)
2. File a Complaint → choose “Against a regulated entity”
3. Pick entity type: Bank / NBFC / Pre-paid Payment / System Participant / All-India Financial Institution
4. Search entity — name auto-fills
5. Pick nature of complaint — match the closest grounds list
6. Fill summary — concise narrative within the portal's character limit
7. Upload combined PDF of supporting documents
8. Submit — note the Complaint Reference Number (CRN)

The Ombudsman's office first checks admissibility, then forwards the complaint to the bank for its response and examines the documents and applicable RBI instructions. Track status at cms.rbi.org.in → “Track a Complaint” with the CRN, or call 14448.

For complaints outside the regulated-entity list:

• Chit funds / unauthorised deposit collectors
• Multi-level-marketing schemes / Ponzi
• Loan apps not registered with RBI
• Companies offering “guaranteed returns” without authority

Open sachet.rbi.org.in → “Lodge a Complaint.” The complaint goes to the State-Level Coordination Committee (SLCC), which includes RBI + state police + the economic-offences wing + market regulators. Outcomes are slower than the ombudsman route but can include search / seizure and prosecution under the Banning of Unregulated Deposit Schemes Act, 2019.

• Bank statement showing the dispute
• Your complaint to the bank (with timestamp / acknowledgement)
• Bank's reply (or proof of 30-day non-response — print of e-mail + delivery receipt)
• Reference numbers: 1930, cybercrime.gov.in, FIR
• Aadhaar / PAN with last 4 visible
• Account-opening / KYC docs as relevant
• Screenshots of online disputes / SMS

A single ≤2 MB indexed PDF is the cleanest format.

• Order refund with interest
• Compensation up to ₹30 lakh for actual / consequential loss
• Compensation up to ₹3 lakh for mental harassment, time, cost and inconvenience
• Direction to the bank to fix systemic failures (often beyond your individual case)
• Penalties on the bank (regulatory action) — separate from your complaint outcome
• Direction to issue an apology / written explanation

The Award becomes binding once you furnish a letter of acceptance to the bank (within 30 days of receiving the Award); the bank must then comply within 30 days and report compliance to the Ombudsman. You retain civil / consumer remedies.

To,
The Branch Manager + The Grievance Officer,
[Bank Name], [Branch], [City]

Subject: Unauthorised debit / service deficiency — A/C [last 4] —
first formal complaint under the bank's grievance mechanism

Sir / Madam,

I, [Full name], holder of A/C [number], wish to lodge a formal
complaint regarding [specific issue] dated [date].

Facts:
[2-3 sentences]

Reliefs sought:
  1. Refund of ₹[amount] with interest at savings rate from [date]
  2. Written investigation report
  3. Closure within 30 days, failing which I will approach the
     RBI Ombudsman under RB-IOS 2026

I have attached:
  - Bank statement
  - 1930 / cybercrime.gov.in references (Ref: ___)
  - FIR copy (if any)

Per RBI's Customer Protection directions on unauthorised electronic
transactions (2017), where applicable, I reported within ___ working
day(s) of the unauthorised debit. Per the bank's grievance redressal
policy, this complaint must be resolved within 30 days.

Yours faithfully,
[Signature, Name, Date]
[Phone, E-mail, Aadhaar last 4]

• Do not skip the bank-first step.
• Do not file at cms.rbi.org.in for matters outside RBI's regulated entities (insurance / mutual fund / EPF).
• Do not file if the matter is already in court / arbitration.
• Do not attach 50 pages of irrelevant material; index to 5-10 pages.
• Do not approach unauthorised “RBI complaint agents” — the ombudsman process is free and self-service.

• Bank refund — under RBI's 2017 Customer Protection directions, zero liability if you report an unauthorised electronic transaction within 3 working days; limited liability if reported within 4–7 working days
• Ombudsman Award — up to ₹30 lakh consequential loss + up to ₹3 lakh for harassment, time and expense
• Consumer Forum — alternative / additional remedy under the Consumer Protection Act, 2019
• Civil suit — for amounts above the ombudsman cap
• Writ — only for systemic violations affecting fundamental rights

1. 0–5 min — Confirm 30 days have elapsed since your written complaint to the bank
2. 5–15 min — Register / login at cms.rbi.org.in; OTP
3. 15–25 min — Fill the e-form; upload the combined PDF
4. 25–30 min — Submit; note the CRN

• Banking Ombudsman complaint guide
• Money sent to wrong bank account
• UPI fraud recovery
• Fake KYC update scam
• ATM cash withdrawal dispute
• Credit card chargeback guide
• ATM fraud recovery

• RBI — RB-IOS 2026 at cms.rbi.org.in · Toll-free 14448 · e-mail [email protected]
• RBI Sachet portal — sachet.rbi.org.in (unregulated entities)
• RBI Customer Protection — Limiting Liability of Customers in Unauthorised Electronic Banking Transactions (2017)
• Consumer Protection Act, 2019 — district / state / national commission
• Banning of Unregulated Deposit Schemes Act, 2019
• IRDAI for insurance · SEBI for capital markets · EPFO for PF
• MHA — I4C / 1930 for cyber-fraud

Yes — the bank is the respondent and needs your name and account to investigate. The ombudsman maintains procedural fairness; retaliation by the bank is itself a regulatory offence.

Yes. Under RB-IOS 2026 the credit-card issuer (the bank / NBFC) is the regulated entity — file at cms.rbi.org.in.

Send it by registered post and e-mail; keep the delivery receipts and the e-mail trail. The lack of acknowledgement itself becomes your evidence of “no reply within 30 days.”

Yes, when the regulated bank handled the unauthorised debit poorly (delayed reversal, KYC failure, and so on). The fraud trace itself runs through the cybercrime helpline 1930 and cybercrime.gov.in; the ombudsman deals with the bank's service deficiency.

Yes. You can file an appeal before the Appellate Authority within 30 days of receiving the Award (a further 30 days may be allowed for sufficient cause). The Appellate Authority may dismiss the appeal, modify or set aside the Award, or remand the matter for fresh disposal.

You must furnish a letter accepting the Award to the bank within 30 days of receiving it. The bank must then comply within 30 days and report compliance to the RBI Ombudsman.

Yes. E-mail the complaint to [email protected], or post the signed complaint form with documents to the Centralised Receipt and Processing Centre (CRPC), Reserve Bank of India, Central Vista, Sector 17, Chandigarh - 160017. Online filing via cms.rbi.org.in is the fastest route.

For the bank, the Award is binding unless it appeals. For you, it does not bar civil / consumer remedies.

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Last reviewed: 17 July 2026.