In short: complain to the bank or NBFC in writing first. If it does not reply within 30 days, or the reply does not solve the problem, file a free complaint with the RBI Ombudsman online at cms.rbi.org.in, within one year. Wrong credit report entries are disputed with the credit bureau, which must resolve them within 30 days.
Step 1: complain to the bank or NBFC
Write to the branch, and to the grievance redressal officer or principal nodal officer named on the lender's website. A good grievance letter:
- gives your name, account or loan number and contact details;
- describes what happened, with dates, amounts and names;
- attaches proof: statements, messages, call logs, earlier letters;
- says clearly what you want: a refund, removal of a charge, withdrawal of an agent, correction of your credit report;
- asks for a written reply and a complaint number.
Send it by email or registered post and keep the acknowledgement.
Step 2: the RBI Integrated Ombudsman
The Reserve Bank – Integrated Ombudsman Scheme, 2021 covers banks, NBFCs, payment system operators and credit information companies. You can complain if:
- the lender has not replied within 30 days, or has rejected your complaint, or you are not satisfied; and
- you file within one year of the lender's reply (or of the end of the 30 days if there was none); and
- the same matter is not already before a court, tribunal or another forum.
File online at cms.rbi.org.in, by email, or by post to the RBI's Centralised Receipt and Processing Centre. It costs nothing and you do not need a lawyer, though one can help you frame it. The Ombudsman can direct the lender to remedy the deficiency and pay compensation.
Common complaints
Unfair or illegal penalty charges
RBI rules require penal charges on loans to be reasonable, disclosed in advance, and not added to the interest rate or compounded. Charges you were not told about can be disputed.
Harassment by recovery agents
Lenders are responsible for their agents. See recovery agent harassment.
Wrong CIBIL or credit report entry
Raise a dispute with the credit bureau (CIBIL, Experian, Equifax or CRIF High Mark) online. The bureau and the lender must resolve it within 30 days, and RBI provides for compensation when they delay. If not fixed, complain to the RBI Ombudsman.
Bank refusing a loan settlement
A lender is not obliged to accept a settlement, so a refusal alone is not a deficiency. But the lender must treat you fairly and follow its own policy, and you can ask the nodal officer to review your proposal.
Questions people ask
How do I complain against a bank in India?
Write to the bank's grievance redressal officer with details and proof. If there is no reply in 30 days, or the reply is unsatisfactory, file with the RBI Ombudsman at cms.rbi.org.in within one year.
What is the RBI Banking Ombudsman complaint process?
Under the Integrated Ombudsman Scheme, 2021, you file online with your details, the lender's reply and documents. The Ombudsman examines it, tries to settle it, and can pass an award directing the lender to act and pay compensation.
How do I file a complaint against an NBFC with RBI?
The same way as against a bank: first complain to the NBFC in writing, then, after 30 days or an unsatisfactory reply, file with the RBI Ombudsman. The scheme covers most NBFCs.
The bank is not responding to my complaint. What can I do?
Once 30 days have passed without a reply, you can go straight to the RBI Ombudsman. Keep proof of when you complained.
How do I write a grievance letter to a bank?
State your account details, what went wrong with dates and amounts, the proof you attach, and the exact remedy you want, and ask for a written reply and complaint number.
The bank wrongly reported a default on my CIBIL. How do I fix it?
Raise a dispute with the credit bureau online and write to the lender. They must correct a wrong entry within 30 days. If they do not, complain to the RBI Ombudsman.
Is the bank allowed to charge this penalty on my loan?
Penal charges must be reasonable, disclosed in your loan terms, and charged as a fee, not as extra interest. Ask the bank in writing for the basis of the charge and dispute it if it was not disclosed.
Need help with a loan or bank matter?
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Become a ClientCall +91 81001 21141This guide gives general information about the law in India as on 10 November 2026. It is not legal advice for your situation, and reading it does not create a lawyer-client relationship. Rules and limits change; please take advice on your own facts.