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—rbi-complaint-against-bank-india [2026/07/22 17:44] (current) – created - external edit 127.0.0.1
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 +====== RBI Complaint Against Bank — Complete CMS Process (2026) ======
 +
 +
 +
 +{{ :social:auto:rbi-complaint-against-bank-india.png?direct&1200 |RBI Complaint Against Bank — Complete CMS Process (2026) — RTI Wiki}}
 +
 +<WRAP center round info 95%>
 +**Quick Reply:** Bank ignored your written complaint? File a free RBI RB-IOS 2026 complaint at cms.rbi.org.in — online, no lawyer needed, compensation up to ₹30 lakh. 2026 walk-through.
 +</WRAP>
 +
 +{{htmlmetatags>metatag-title=(RBI Complaint Against Bank: CMS Process 2026)&metatag-description=(Bank ignored your written complaint? File a free RBI RB-IOS 2026 complaint at cms.rbi.org.in — online, no lawyer needed, compensation up to ₹30 lakh. 2026 walk-through.)&metatag-keywords=(RBI complaint against bank, cms.rbi.org.in process, RB-IOS 2026, RBI ombudsman complaint, RBI Sachet, bank not responding RBI)}}
 +
 +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).
 +
 +===== Direct answer (featured snippet) =====
 +
 +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 [[https://cms.rbi.org.in|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**.
 +
 +===== In this guide =====
 +
 +  * [[#What RBI handles vs what it doesn't|What RBI handles vs what it doesn't]]
 +  * [[#The 30-day rule before filing|The 30-day rule before filing]]
 +  * [[#Step-by-step on cms.rbi.org.in|Step-by-step on cms.rbi.org.in]]
 +  * [[#Sachet portal — unregulated entities|Sachet portal — unregulated entities]]
 +  * [[#Documents to attach|Documents to attach]]
 +  * [[#What RBI can do|What RBI can do]]
 +  * [[#Sample complaint to bank — pre-RBI|Sample complaint to bank — pre-RBI]]
 +  * [[#What not to do|What not to do]]
 +  * [[#Can compensation be claimed?|Can compensation be claimed?]]
 +  * [[#FAQ|FAQ]]
 +
 +===== What RBI handles vs what it doesn't =====
 +
 +**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.
 +
 +===== The 30-day rule before filing =====
 +
 +Before approaching RBI:
 +  - **Write a formal complaint to the bank** (e-mail + branch + the bank's grievance officer)
 +  - Cite the relevant RBI framework (for example, the 2017 Customer Protection directions on unauthorised electronic transactions)
 +  - Wait **30 days** for a reply
 +  - 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.
 +
 +===== Step-by-step on cms.rbi.org.in =====
 +
 +  - **Register / Login** at cms.rbi.org.in (mobile + e-mail OTP)
 +  - **File a Complaint** → choose **"Against a regulated entity"**
 +  - **Pick entity type**: Bank / NBFC / Pre-paid Payment / System Participant / All-India Financial Institution
 +  - **Search entity** — name auto-fills
 +  - **Pick nature of complaint** — match the closest grounds list
 +  - **Fill summary** — concise narrative within the portal's character limit
 +  - **Upload combined PDF** of supporting documents
 +  - **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**.
 +
 +===== Sachet portal — unregulated entities =====
 +
 +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 [[https://sachet.rbi.org.in|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**.
 +
 +===== Documents to attach =====
 +
 +  * 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.
 +
 +===== What RBI can do =====
 +
 +  * **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.
 +
 +===== Sample complaint to bank — pre-RBI =====
 +
 +<code>
 +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]
 +</code>
 +
 +===== What not to do =====
 +
 +  * 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.
 +
 +===== Can compensation be claimed? =====
 +
 +  * **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
 +
 +===== What to do in the next 30 minutes (printable card) =====
 +
 +  - **0–5 min** — Confirm 30 days have elapsed since your written complaint to the bank
 +  - **5–15 min** — Register / login at cms.rbi.org.in; OTP
 +  - **15–25 min** — Fill the e-form; upload the combined PDF
 +  - **25–30 min** — Submit; note the CRN
 +
 +===== If the formal channel fails, escalate via RTI =====
 +
 +<WRAP center round info 100%>
 +RBI and public-sector banks are "public authorities" under the RTI Act. If your complaint stalls, an RTI can force the authority to either act or explain in writing why it hasn't. The fee is ₹10 (free if you are BPL).
 +
 +  * Draft your application: [[https://righttoinformation.wiki/tools/ai-rti-draft-app.html|AI RTI Drafter]]
 +  * Calculate timelines: [[https://righttoinformation.wiki/tools/timeline-calculator-app.html|Timeline Calculator]]
 +  * If the PIO doesn't reply in 30 days: [[https://righttoinformation.wiki/appeal-templates/deemed-refusal-first-appeal|Deemed refusal first appeal]]
 +  * If the PIO rejects without reason: [[https://righttoinformation.wiki/appeal-templates/wrongful-section-8-rejection|S.8 rejection appeal]]
 +  * Sample applications: [[https://righttoinformation.wiki/guide/applicant/application/sample/start|Sample RTI library]]
 +</WRAP>
 +
 +===== Internal cross-links =====
 +
 +  * [[banking-ombudsman-complaint-guide-india|Banking Ombudsman complaint guide]]
 +  * [[recover-money-wrong-bank-account-india|Money sent to wrong bank account]]
 +  * [[scammed-on-upi-recovery-steps|UPI fraud recovery]]
 +  * [[fake-kyc-update-scam-india|Fake KYC update scam]]
 +  * [[atm-cash-withdrawal-dispute-india|ATM cash withdrawal dispute]]
 +  * [[credit-card-chargeback-guide-india|Credit card chargeback guide]]
 +  * [[atm-fraud-recovery|ATM fraud recovery]]
 +
 +===== Government and authority references =====
 +
 +  * **RBI — RB-IOS 2026** at [[https://cms.rbi.org.in|cms.rbi.org.in]] · Toll-free **14448** · e-mail [email protected]
 +  * **RBI Sachet portal** — [[https://sachet.rbi.org.in|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
 +
 +===== FAQ =====
 +
 +==== Will the bank be told who I am? ====
 +
 +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.
 +
 +==== Can I file against a credit-card issuer directly? ====
 +
 +Yes. Under RB-IOS 2026 the credit-card issuer (the bank / NBFC) is the regulated entity — file at cms.rbi.org.in.
 +
 +==== What if the bank refuses to acknowledge my first complaint? ====
 +
 +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."
 +
 +==== Does the ombudsman cover OTP / digital-arrest fraud? ====
 +
 +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.
 +
 +==== Can I appeal if I lose? ====
 +
 +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.
 +
 +==== How is the Award enforced? ====
 +
 +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.
 +
 +==== Can I file by e-mail or post instead of online? ====
 +
 +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.
 +
 +==== Is RBI's decision final? ====
 +
 +For the bank, the Award is binding unless it appeals. For you, it does not bar civil / consumer remedies.
 +
 +===== Myth vs reality =====
 +
 +^ Myth ^ Reality ^
 +| "RBI doesn't take individual complaints." | RB-IOS 2026 is **designed** for individual complaints — cost-free, no lawyer needed. |
 +| "I need a lawyer." | Self-representation is the norm; the scheme is non-adversarial. |
 +| "The bank always wins." | Where deficiency in service is established, the Ombudsman passes Awards and orders compensation against the bank. |
 +| "The process is slow." | The bank-first step (30 days) is the longest part; the Ombudsman's role begins only after that. |
 +| "Sachet is for everything." | Sachet is for **unregulated** entities only; cms.rbi.org.in is for regulated entities. |
 +
 +===== See also =====
 +
 +  * [[https://righttoinformation.wiki/rbi-integrated-ombudsman-scheme-2026-complaint-30-lakh-india|RBI Ombudsman 2026: bank complaint compensation up to Rs 30 lakh]]
 +  * [[https://righttoinformation.wiki/bank-stale-cheque-deficiency-of-service-2026|Bank let your cheque expire? It must pay you (SC 2026)]]
 +  * [[https://righttoinformation.wiki/bsbd-zero-balance-account-new-rules-2026|RBI zero-balance account: new free services from April 2026]]
 +
 +//Last reviewed: 17 July 2026.//
 +
 +{{tag>rbi bank complaint ombudsman rti india 2026}}