How to complain to the RBI Ombudsman against a bank or loan app

You can file a complaint against a bank or loan app through the official RBI CMS portal, but you cannot go to the RBI first. You must complain to your bank, wait 30 days for a reply, and then file your RBI complaint within a strict 90-day window. The process is completely free.

By Qrates research desk · 2026-10-27

You can file a complaint against a banking app or loan app through the official RBI complaint portal CMS. You cannot go to the RBI first. You must complain to your bank or app, wait 30 days for a reply, and then file your RBI complaint within a strict 90-day window.

Quick answer

The Reserve Bank of India runs the Complaint Management System (CMS) at cms.rbi.org.in. This central website is where you file an rbi ombudsman complaint online. The platform operates under the Integrated Ombudsman Scheme 2021, which brought all banking and NBFC complaints under one roof.

You must complain to the regulated entity first before approaching the regulator. This includes traditional banks, non-banking financial companies (NBFCs), and licensed loan apps. You must wait 30 days for them to fix the problem or provide a final answer.

If the bank rejects your complaint or does not reply within the 30 days waiting period, you can approach the RBI. A new rule introduced in 2026 means you now have exactly 90 days to file your complaint after the bank rejects it or the 30-day wait ends (rbi.org.in).

Action	Time limit
Wait for bank reply	30 days from your first complaint
File RBI complaint	90 days from bank rejection or end of wait
Appeal RBI decision	30 days from ombudsman rejection

What you need before you start

The ombudsman will only look at your case if you have proof of a deficiency in service. This means you need evidence that the financial institution failed to do its job. Gather these specific details before you open the portal.

Your original complaint number or ticket number from the bank or NBFC.
Proof of the date you first complained to the regulated entity.
A copy of the official reply from the Principal Nodal Officer, if you received one.
Supporting documents like bank statements, loan agreements, or transaction screenshots.

Your original complaint number is crucial. The ombudsman uses this reference number to verify that you tried to solve the issue locally first.

You also need proof of the date you sent that first complaint. This can be an email timestamp, a letter receipt, or a screenshot from the app. This proves to the RBI that you completed the mandatory 30-day waiting period.

Include a copy of the reply from the Principal Nodal Officer if they sent one. The Principal Nodal Officer is the highest grievance official at the bank. If they rejected your claim, their letter shows the ombudsman exactly why the bank refused to help.

Steps to file your complaint on the RBI CMS portal

The online rbi complaint portal cms is the fastest way to get your grievance registered. Keep your phone nearby to receive text messages during the login process.

Open the official RBI CMS portal at cms.rbi.org.in and click the button to file a complaint.
Enter the captcha code and your mobile number to get a one-time password.
Fill in your personal details and select the exact regulated entity you are complaining about.
Upload your PDF documents or images showing the deficiency in service and the 30-day waiting period.
Submit the form and save your acknowledgement number.

You do not have to use the website if you prefer talking to a person. You can call the rbi ombudsman toll free number 14448 to get help from an official representative (rbi.org.in).

Alternatively, you can submit a physical form. You can download the complaint form from the RBI website, fill it out, and send it to the official rbi ombudsman email id at crpc@rbi.org.in.

How long it takes and what it costs

Learning how to file complaint in rbi against bank is simple because the process is completely free. The RBI does not charge any fee to review your case or pass an order (rbi.org.in). You do not need to hire a lawyer to represent you.

You can do an rbi complaint status check at any time online. Go back to the CMS portal at cms.rbi.org.in, click on the tracking option, and enter your acknowledgement number. The portal will show you exactly where your case stands.

Resolution times depend on the facts of your nbfc complaint or bank dispute. The ombudsman will review the evidence and ask the bank for its side of the story. They will issue a binding decision to refund your money or pay compensation if they find the bank at fault.

If it does not work

The ombudsman might close your complaint if they feel the bank followed the rules. You have one more official option if you disagree with this decision.

You can appeal to the Appellate Authority within 30 days of receiving the rejection. The Appellate Authority is the Executive Director in charge of the Consumer Education and Protection Department at the RBI. They will review how the ombudsman handled your case.

You do not need to send a new email or fill out a physical form for this. You can file this appeal directly through the CMS portal using your existing complaint number.

FAQs

How many days to wait before complaining to RBI?

You must wait exactly 30 days after sending your first complaint to the bank or loan app. If they do not reply or if they reject your complaint, you can go to the RBI. Under the 2026 rules, you must file the RBI complaint within 90 days of that rejection or the end of the 30-day wait (rbi.org.in).

What is the RBI ombudsman toll free number?

The official toll-free number is 14448. You can call this number during regular working hours to get help filing your complaint. The staff can guide you on how to use the portal and what documents you need.

Can I complain to RBI against a loan app?

Yes, you can complain against a loan app if it is a regulated entity. The app must be licensed by the RBI as a bank or an NBFC. You can check if a loan app is RBI registered or look at the companies behind the apps to see if they hold a valid licence before you file. You can also complain to RBI Sachet if you suspect fraudulent activity.

Is there any fee for RBI ombudsman complaint?

No, the entire process is free of cost. There are no filing fees, processing charges, or hidden costs to use the CMS portal. You also do not pay anything to appeal a decision to the Appellate Authority.

The short version

You must complain to your bank or NBFC first and wait 30 days for a reply.
You have a strict 90-day deadline to file with the RBI after the bank rejects your claim or the 30 days pass.
Complaints are filed online at the RBI CMS portal at cms.rbi.org.in.
You need your original complaint number, proof of the date you contacted the bank, and evidence of the financial loss.
The process is entirely free and does not require a lawyer.
You can track your case online using your acknowledgement number or appeal to the Appellate Authority if your complaint is rejected.

Sources

Disclaimer

Qrates is an information directory. It takes no commission from any company listed and does not recommend products. Figures are taken from the sources named and dated, and they change; check the company's own page before you decide. This is not investment, credit, insurance or tax advice for your situation. For a specific dispute, a lawyer or the regulator's ombudsman can advise you.