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 2021 ombudsman route (for resolved-by-bank-first matters) and the Sachet portal (for unregulated-entity / financial-fraud matters).
Citizen Crisis Response Network — two RBI portals
cms.rbi.org.in for ombudsman complaints (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 unsatisfactory reply, file at cms.rbi.org.in under the Reserve Bank — Integrated Ombudsman Scheme (RB-IOS), 2021, (3) attach the bank's reply (or proof of 30-day non-response) + supporting documents, (4) the Ombudsman has 30 days to dispose, (5) award is binding up to ₹20 lakh + ₹1 lakh harassment. There is no fee. Toll-free helpline 14448. For unregulated entities use sachet.rbi.org.in.
RBI handles through the ombudsman:
RBI does NOT handle directly:
If you file in the wrong forum, the case is rejected at intake. cms.rbi.org.in's entity-search auto-suggests; if it doesn't find your entity, the complaint likely belongs elsewhere.
Before approaching RBI:
If you skip this step, your RB-IOS complaint is rejected.
For status: cms.rbi.org.in → “Track Complaint” with the CRN.
For complaints outside the regulated-entity list:
Open sachet.rbi.org.in → “Lodge a Complaint.” The complaint goes to State-Level Coordination Committee (SLCC) which includes RBI + state police + economic-offences wing + market regulators. Outcomes are slower (3-6 months) but include search / seizure, prosecution under Banning of Unregulated Deposit Schemes Act, 2019.
A single ≤2 MB indexed PDF is the cleanest format.
The award is binding on the bank but the complainant retains 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 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
Banking Ombudsman under RB-IOS 2021
I have attached:
- Bank statement
- 1930 / cybercrime.gov.in references (Ref: ___)
- FIR copy (if any)
Per RBI's Master Direction on Limiting Liability of Customers, 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, Email, Aadhaar last 4]
RBI complaint against bank India 2026, cms.rbi.org.in process, RB-IOS 2021 step by step, RBI ombudsman complaint timeline, RBI Sachet portal, RBI 14448 toll free, bank not responding RBI complaint, RBI ombudsman appeal, NBFC harassment complaint RBI, RBI complaint against ATM
“How to file RBI complaint online?” · “RBI Banking Ombudsman number.” · “RB-IOS 2021 procedure.” · “RBI complaint against bank not responding.” · “Sachet RBI portal.”
[Process timeline] "RBI complaint pipeline" T+0 : bank's grievance officer T+30d : bank reply / no reply T+30d : file at cms.rbi.org.in T+15d : bank's reply to ombudsman T+30d : award [Decision tree] "Where to file" Bank/NBFC/Wallet → cms.rbi.org.in (RB-IOS) Insurance → IRDAI Mutual fund → SEBI SCORES Chit fund → sachet.rbi.org.in Consumer goods → 1915 / Consumer Forum EPF → EPFiGMS Income tax → CPC / Faceless Appeal [Compensation ladder] Direct refund + interest + mental harassment ≤ ₹1 lakh + actual loss ≤ ₹20 lakh + regulatory penalty on bank
++++ Will the bank be told who I am? | Yes — the bank is the respondent and needs your name + account to investigate. The ombudsman maintains procedural fairness; retaliation is rare and itself a regulatory offence. ++++
++++ How long does an Appellate Authority decision take? | Typically 60-90 days. Stays the bank's compliance until decided. ++++
++++ Can I file via post / paper instead of online? | Online is preferred; postal complaints are accepted at the regional ombudsman address but slower. ++++
++++ Is RBI's decision final? | For the bank, yes (binding) unless appealed. For the complainant, it does not bar civil / consumer remedies. ++++
++++ What if RBI itself is at fault (e.g., delay in their decision)? | Appellate Authority for delays. Writ jurisdiction (Article 226) for systemic failure. ++++
| Myth | Reality |
|---|---|
| “RBI doesn't take individual complaints.” | RBI's RB-IOS 2021 is designed for individual citizen complaints. |
| “Need a lawyer.” | Self-representation is the norm. |
| “Bank always wins.” | ~35% awards favour complainants; ~30% settle; ~35% against on merits. |
| “Process is slow.” | 30-day SLA; most settle in 15-25 days post-CRN. |
| “Sachet is for everything.” | Sachet is for unregulated entities only; cms.rbi.org.in is for regulated entities. |
The RBI complaint process is one of India's strongest consumer-protection tools and one of its least-known. The keys are: write to the bank first, wait 30 days, file at cms.rbi.org.in with a clean PDF. Most banks settle the moment they see a CRN. There is no fee, no lawyer requirement, no risk of cost order. Save cms.rbi.org.in + 14448 in a paper note — they unlock the entire RBI machinery for one citizen at a time.
This page is part of RTI Wiki's Citizen Crisis Response Network. Updates tracked through RBI Master Directions, RB-IOS annual reports, and Sachet quarterly bulletins.