How to complain to the RBI Ombudsman when your bank or payment app doesn't resolve a fraud complaint

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If your bank, NBFC, prepaid wallet or credit bureau does not fix your complaint, the Reserve Bank of India's ombudsman can. It is free, you do not need a lawyer, and there is one national portal, so you do not have to pick a regional office.

A new scheme, the Reserve Bank – Integrated Ombudsman Scheme, 2026, replaced the 2021 scheme from 1 July 2026. The biggest change for you: you now have 90 days to file, not a year.

Use it when

• You complained to the bank or other entity in writing and got no reply within 30 days (or the longer timeline RBI, NPCI or the card network sets for that kind of case).
• You got a reply and are not satisfied with it.
• Typical cases: the bank will not reverse an unauthorised transaction, a UPI or card dispute is stuck, a wallet will not refund, charges were wrongly levied.

Not the right tool when

• You have not complained to the bank first. The ombudsman will not take the complaint.
• Catching the fraudster: that is the police, through 1930 and cybercrime.gov.in. The ombudsman looks at what your bank did, not at the criminal.
• Matters already before a court, tribunal or arbitrator. A police case about the fraud does not stop you complaining.

Keep this ready

• Your complaint to the bank: its reference number, date and a copy
• The bank's reply, if any
• Account, card or UPI details, and each transaction's date and reference number
• What happened, what you lost, and what you want the bank to do
• Your 1930 or cybercrime.gov.in acknowledgement, if it was fraud

Step by step

1. Complain to the bank or entity first, in writing, and keep the reference number.
2. Wait for the reply, up to 30 days (unless the reply comes earlier and you are not satisfied).
3. Within 90 days after that, file at cms.rbi.org.in. You can also email crpc@rbi.org.in, or post a signed complaint to the Centralised Receipt and Processing Centre, Reserve Bank of India, Central Vista, Sector 17, Chandigarh 160017.
4. Choose the entity, describe the problem, attach your documents and submit. The description can be in any language.
5. Note the complaint number and track it on the portal or by calling 14448.

What happens next

• RBI first checks that the complaint can be taken up, then asks the entity for its side.
• Most complaints end in a settlement. Otherwise the ombudsman passes an Award or rejects the complaint with reasons.
• If you get an Award, send the entity a letter of acceptance within 30 days; it must then comply within 30 days. You can appeal an Award within 30 days.
• Compensation can cover consequential loss up to ₹30 lakh, plus up to ₹3 lakh for time, expenses and harassment. There is no limit on the amount in dispute.

Know the limits

• Complaints to the bank must themselves be made in time, within the Limitation Act period.
• It is free. You do not need to pay any agent or "consultant".
• The 14448 contact centre gives guidance and status but cannot register a complaint.
• A lawyer can file only if they are the person affected; an authorised representative can file for you.

Numbers to know

• RBI contact centre (agents 8am–10pm, Mon–Sat): 14448
• Complaints by email: crpc@rbi.org.in
• Report the fraud itself: 1930

Related guides

• Lost money in a UPI fraud? What to do in the first hour, and how to complain on 1930
• How to get money back after cyber fraud: the real routes, the odds and 'recovery' scams
• Bank account frozen by cyber police? What to do if you received tainted money without knowing