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 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.

• 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:

• 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 (NBFCs)

RBI does NOT handle directly:

• Disputes already in court / arbitration
• Insurance claims (use 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. cms.rbi.org.in's 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 (email + branch + bank's grievance officer)
2. Cite the relevant RBI Master Direction (e.g., 2017 framework for unauthorised debits)
3. Wait 30 days for a reply
4. If unanswered or unsatisfactory → proceed to RBI ombudsman

If you skip this step, your RB-IOS complaint is rejected.

1. Register / Login at cms.rbi.org.in (mobile + email 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 ≤1,500 chars
7. Upload combined PDF of supporting documents
8. Submit — note the Complaint Reference Number (CRN)
9. The RBI Ombudsman office acknowledges within 24-48 h
10. The bank gets a copy and 15 days to respond
11. Resolution / award within 30 days

For status: cms.rbi.org.in → “Track Complaint” with the CRN.

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 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.

• 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 email + 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 ₹20 lakh for actual loss
• Compensation up to ₹1 lakh for mental harassment, time, cost
• Direction to 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 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]

• 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 in court / arbitration.
• Do not attach 50 pages of irrelevant material; index to 5-10 pages.
• Do not approach unauthorised “RBI complaint agents” — RBI's ombudsman process is free and self-service.

• Bank refund — RBI Master Direction 2017 (within 3 working days for full refund of unauthorised debits)
• Ombudsman award — up to ₹20 lakh + ₹1 lakh harassment
• Consumer Forum — alternative / additional remedy under CPA 2019
• Civil suit — for amounts above ombudsman cap
• Writ — only for systemic violations affecting fundamental rights

1. 0–5 min — Confirm 30 days elapsed since bank's written complaint
2. 5–15 min — Register / login at cms.rbi.org.in; OTP
3. 15–25 min — Fill e-form; upload PDF
4. 25–30 min — Submit; note CRN
5. +15 days — Bank's reply due to ombudsman
6. +30 days — Award / settlement

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• Q: Is RBI's complaint helpline free?
  Yes. 14448 is toll-free across India.
• Q: Can I file against a credit card company directly?
  Yes — under RB-IOS 2021 the credit card issuer (the bank / NBFC) is the regulated entity.
• Q: What if the bank refuses to acknowledge my first complaint?
  Send by registered post + email; print the delivery receipts. The “no acknowledgement” itself is your evidence.
• Q: Does RB-IOS cover digital-arrest / OTP fraud?
  Yes — when the bank handled the unauthorised debit poorly. The fraud-trace itself is via 1930.
• Q: Is appeal possible if I lose?
  Yes — Appellate Authority (Deputy Governor RBI) within 30 days.

“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

• 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 2021 at cms.rbi.org.in · Toll-free 14448
• RBI Sachet portal — sachet.rbi.org.in (unregulated entities)
• RBI Master Direction on Customer Service
• RBI Master Direction on Limiting Liability of Customers, 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

++++ 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. ++++

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.