How to file an RBI Ombudsman complaint on the CMS portal

Last checked: 23 October 2026

For customers of banks, NBFCs, prepaid wallet issuers and credit information companies in India

Complain to your bank or lender in writing first and wait 30 days for a reply. Then file free with the RBI Ombudsman on cms.rbi.org.in, by email to crpc@rbi.org.in or by post, within 90 days. Track it on the portal or by calling 14448.

Step-by-step: from your lender to the RBI Ombudsman

1. The bank, NBFC, wallet issuer or credit information company (called the "Regulated Entity" by RBI): written complaint

   Official contact

   Use the entity's own complaint channel. RBI lists bank grievance links at https://www.rbi.org.in/Scripts/ComplaintBank.aspx and NBFC contacts at https://www.rbi.org.in/Scripts/ComplaintNBFC.aspx.

   Deadline

   Your complaint to the entity must be made before the period of limitation under the Limitation Act, 1963 expires. Keep the complaint number and a copy.

2. You: wait for the reply

   Official contact

   No official contact needed.

   Deadline

   30 days from when the entity received your complaint, or the time set by RBI, NPCI or card-network guidelines for your case if longer. Skip the wait only if you already have a reply you are not satisfied with.

3. You: collect the details RBI asks for

   Official contact

   See the checklist below.

   Deadline

   Do this inside the 90 days.

4. RBI Ombudsman via the Centralised Receipt and Processing Centre (CRPC) and CMS portal

   Official contact

   Online: https://cms.rbi.org.in. Email: crpc@rbi.org.in. Post (duly signed complaint form with documents): Centralised Receipt and Processing Centre, Reserve Bank of India, Central Vista, Sector 17, Chandigarh - 160017. Help line: 14448 (toll free). Source: RBI FAQ.

   Deadline

   Within 90 days of the end of the waiting period or of the entity's last communication, whichever is later.

5. You: track the complaint

   Official contact

   CMS portal with complaint number and mobile number; or 14448.

   Deadline

   Settlement, award or rejection follows. After an award, send your acceptance letter to the entity within 30 days of getting the award copy, unless you appeal.

6. Appellate Authority (only if you are unhappy with an Award)

   Official contact

   Described in questions 31 to 33 of the RBI FAQ. The FAQ says an appeal is available only against an Award passed by the RBI Ombudsman.

   Deadline

   Within 30 days of receiving the Award; a further period of up to 30 days may be allowed if there is sufficient reason for delay.

What to have ready before you file

RBI's FAQ lists these as the minimum details. Missing information can lead to rejection.

• Your name, mobile number, email ID if you have one, and full postal address.
• The entity's name, branch or location and address.
• The entity's complaint or acknowledgement number, the date you complained, and a copy of your complaint.
• Account, card, loan or transaction details that relate to the problem, with the date and reference number of the transaction if available.
• A copy of the entity's reply, if any.
• The full facts, the loss or inconvenience you suffered, and what you want done.
• Supporting documents.

The CMS portal accepts complaints in Hindi and English. You may type the description in any language, subject to the portal's character limit. Complaints by email or post may be in any language.

How do I check my RBI complaint status?

Use your complaint number. RBI's FAQ (question 19) says you get a complaint number once the complaint is registered, and you can track its status on the CMS portal, cms.rbi.org.in, with that number and your mobile number. You can also call the RBI Contact Centre on toll-free 14448 for help with the status.

• The 14448 IVRS works 24x7. Staff answer from 8:00 AM to 10:00 PM, Monday to Saturday, except national holidays (question 10).
• The Contact Centre can help with the status, but it cannot take a new complaint (question 11).
• To withdraw a complaint at any stage, use the "Track a complaint" tab on the CMS portal (question 34).
• After the complaint is closed, you can give feedback on the CMS portal where that option is available (question 36).

Common problems and what to do

Is my lender covered?

The 2026 Scheme covers: all commercial banks, regional rural banks, state and central co-operative banks, scheduled primary (urban) co-operative banks, and non-scheduled primary (urban) co-operative banks with deposits of ₹50 crore and above; NBFCs registered with RBI that accept deposits or have a customer interface with assets of ₹100 crore and above (excluding housing finance companies and a few other categories); non-bank prepaid payment instrument issuers (wallets, prepaid cards); and credit information companies. If your lender is regulated by RBI but not covered, RBI's FAQ says the complaint is not maintainable under this Scheme, and other RBI arrangements such as Consumer Education and Protection Cells may apply.

Do I have to go to the bank's nodal officer first?

RBI's FAQ requires that you first approach the entity and get no reply within the waiting period, or be dissatisfied with its reply. It does not list the nodal officer as a separate required step. If your lender publishes a nodal or appellate officer, using that route can be sensible, but do not let it make you miss the 90-day window.

I filed too early, or too late

RBI's FAQ says complaints filed before the 30 days (or the longer RBI, NPCI or card-network period) are not maintainable unless you have received a reply and are dissatisfied, and complaints filed beyond 90 days from the applicable date are also not maintainable. We have not listed product-by-product timelines for card or UPI disputes. Check the time set for your type of complaint with your lender, and keep your dates written down.

Marking RBI in copy is not a complaint

The FAQ lists complaints not addressed directly to the RBI Ombudsman, including those where RBI is only marked in copy, as non-maintainable.

There is already a case in court

A complaint about the same grievance that is pending before, or already settled or dealt with on merits by, a court, tribunal, arbitrator or other judicial or quasi-judicial forum is not maintainable. If a court case on the same cause of action is filed while RBI is examining your complaint, RBI may reject it. The FAQ says criminal proceedings or a police investigation in a criminal offence are not treated as the same grievance for this purpose. If you choose a consumer commission instead, see our consumer court complaint on e-Jagriti guide.

Someone offers to file for me, for a fee

RBI's FAQ says there is no charge or fee for filing or resolving complaints under the Scheme, and that you need not approach any third-party agency or pay a fee. You may use an authorised representative, appointed in writing, but not an advocate unless the advocate is the aggrieved person.

How much can I get?

There is no limit on the amount in dispute. For consequential loss the Ombudsman can provide compensation up to ₹30 lakh, and up to ₹3 lakh more for your time, expenses, harassment or mental anguish.

What does the Ombudsman do next?

The complaint is first checked for maintainability. If it is maintainable it goes to the entity for its response. It can end in settlement (facilitation or conciliation), an Award if the Ombudsman finds deficiency in service, or rejection with reasons. You may also withdraw a complaint at any stage through the "Track a complaint" tab on the CMS portal.

Regulator step: the RBI Ombudsman

The Reserve Bank - Integrated Ombudsman Scheme, 2026 came into force on 1 July 2026 and replaced the 2021 Scheme. RBI's FAQ says complaints received before 1 July 2026 stay under the 2021 Scheme. Under the "One Nation One Ombudsman" approach you do not choose an Ombudsman office; complaints are allotted by RBI. The contact centre cannot take your complaint; it only guides you on the procedure and status. Its toll-free 14448 IVRS runs 24x7, and staff are available from 8:00 AM to 10:00 PM, Monday to Saturday except national holidays, in English, Hindi and ten regional languages.

Free letter template 1: complaint to your bank or lender (the first step)

Free to copy. Do not write full card numbers, CVV, PIN, OTP or passwords in any complaint. Use only the last 4 digits or a reference number.

[Your full name]
[Your address]
[Mobile number] | [Email]
Date: [dd/mm/yyyy]

To,
The Customer Service / Grievance Officer
[Name of bank / NBFC / wallet / credit information company]
[Branch or address / email from the entity's official complaint page]

Subject: Complaint about [short problem, e.g. wrong debit / loan charges / service failure]. Account/Card/Loan no. [last 4 digits or reference only]

Sir/Madam,

1. I hold [account / card / loan / wallet] no. [last 4 digits or reference]. 

2. On [date], [describe what happened in 3 to 6 lines: the transaction or service, amount, reference numbers].

3. I [contacted you earlier on [date], reference [____] / am contacting you for the first time]. [Describe any reply you received.]

4. This caused me [financial loss of Rs. ____ / inconvenience: describe briefly].

5. I request you to [reverse the amount / correct the record / give a written explanation / other relief].

6. Please acknowledge this complaint with a complaint number and send me a written reply. If I do not receive a satisfactory reply within the time allowed, I will approach the RBI Ombudsman under the Reserve Bank - Integrated Ombudsman Scheme, 2026.

Enclosures: [statements, screenshots, earlier replies]

Yours faithfully,
[Signature]
[Name]

Free text template 2: facts to paste into the RBI complaint description

Free to copy. Adapt it for the portal's description box or for an email to crpc@rbi.org.in. Do not include card numbers, PINs, OTPs or passwords.

Complainant: [name], [mobile], [email], [full postal address]
Entity complained against: [name], branch/location [____]
Entity's complaint no.: [____]   Date I complained: [dd/mm/yyyy]
Entity's reply (date and summary): [____ / no reply received]
Account/card/loan reference: [last 4 digits or reference only]
Transaction date, amount and reference no.: [____]

Facts:
1. [Date]: [what happened]
2. [Date]: [what I did, including the date I complained to the entity]
3. [Date]: [what the entity replied, or that 30 days passed without reply]

Loss or inconvenience: [amount and description]
Relief sought: [what you want the Ombudsman to direct]
Documents attached: [list]