How to File a Bank Complaint in India
When Can You Complain Against Your Bank?
You can file a complaint if your bank has:
- Failed to credit your account on time
- Charged fees not disclosed to you
- Refused to close your account
- Not reversed an unauthorized transaction
- Delayed loan processing beyond promised time
- Mis-sold insurance, MF, or other products
- Forced you to buy products to get a loan
- Treated you disrespectfully or discriminatorily
3-Level Complaint Escalation System
Level 1: Bank's Internal Grievance Cell
Always start here first. Banks are required by RBI to resolve complaints within 30 days.
How to complain:
- Visit the branch and meet the Branch Manager
- Call the bank's customer care (number on back of card)
- Email the official customer care email
- Use the bank's mobile app or website complaint portal
What to include:
- Your account/card number
- Date and description of the issue
- Amount involved (if any)
- What resolution you want
- Complaint reference number from branch (if visited in person)
Keep the written acknowledgment with a complaint reference number.
Level 2: Banking Ombudsman
If bank does not resolve within 30 days, or you are unsatisfied with the response, escalate to the Banking Ombudsman — a free, independent body set up by RBI.
How to file:
- Visit bankingombudsman.rbi.org.in or cms.rbi.org.in
- Click "File a Complaint"
- Select your bank and the type of issue
- Fill in the form and upload documents including:
- Your complaint to the bank
- Bank's response (or proof that 30 days have passed)
- Relevant account/transaction documents
There is NO FEE to file with the Ombudsman. Do not pay anyone to file on your behalf.
The Ombudsman typically resolves complaints within 30–60 days.
Level 3: RBI Consumer Education & Protection Cell (CEPC)
If the Ombudsman's decision is unsatisfactory:
- Approach the Appellate Authority at the RBI Regional Office
- Or file a complaint with the National Consumer Forum
Documents to Keep Ready
- Written complaint submitted to the bank (with date)
- Bank's response (or proof that 30 days have elapsed)
- Passbook/statement showing the disputed transaction
- Any emails, SMS, or letters exchanged with the bank
- Your identity proof
Response Timelines Banks Must Follow
| Issue Type | Bank Must Resolve In |
|---|---|
| Failed/wrong ATM transaction | 7 working days |
| Unauthorized transaction | 10 working days |
| General complaints | 30 days |
| Credit card issues | 60 days (VISA/Mastercard) |
Important Helplines
- RBI Consumer Helpline: 14448 (9 AM–5 PM, Mon–Fri)
- Banking Ombudsman Portal: cms.rbi.org.in
- National Consumer Helpline: 1800-11-4000