How to complain to the RBI Ombudsman on cms.rbi.org.in (2026)

You can file a complaint against a bank, loan app, or payment system on the Reserve Bank of India Complaint Management System portal. You must first complain directly to the company and wait 30 days. If they fail to fix the problem, you have exactly 90 days to escalate the matter to the RBI.

By Qrates research desk · 2026-10-27

Quick answer

You can file a complaint against a bank, NBFC, or payment app on the RBI Complaint Management System at cms.rbi.org.in.
You must first complain to the financial company and wait 30 days for them to resolve it.
If they reject your complaint or do not reply, you have exactly 90 days to file your case with the RBI Ombudsman.
The process is completely free and done online.

What you need before you start

You must gather your evidence before you open the portal. The RBI will reject incomplete cases. The ombudsman needs proof that you tried to solve the issue with the financial company first. Keep these details ready:

The exact date you first complained to the bank or loan app.
A copy of your original complaint email, letter, or support ticket.
The reply from the company, if they sent one.
Transaction reference numbers, bank statements, or screenshots showing the error.
Proof of harassment or illegal recovery tactics if you are reporting a loan app.

Steps to file a complaint on cms.rbi.org.in

Step 1: Open the portal and verify your mobile number

You start the process by verifying your identity on the official portal.

Go to cms.rbi.org.in on your phone or computer.
Click on the button that says 'File a complaint'.
Fill in your name and mobile number.
Enter the one-time password sent to your phone to log in.

Step 2: Enter the details of the regulated entity

The RBI only accepts complaints against regulated entities. You can check the loan and credit apps or banking apps directories on Qrates to see if your app has a verified RBI licence number before you waste time filing.

Select the exact bank, NBFC, or payment system you are complaining about from the drop-down list.
Enter the date you first complained to the company.
Confirm that 30 days have passed since your first complaint.

Step 3: State your case and claim specific penalties

This is where you explain what went wrong and ask for compensation.

Explain the issue clearly in the text box provided.
State the exact penalty you are claiming.
Mention the ₹100 per day penalty if you are filing for a failed UPI transfer. If you are struggling with a transaction issue, learn what to do in the first hour after a UPI fraud to protect your funds.
Detail any abusive language or illegal recovery tactics if you are reporting a loan app. You can also check if a loan app is RBI registered to confirm if the entity is legitimate.

The penalty rule applies when a bank fails to reverse a failed UPI transaction within one day (RBI Circular on Harmonisation of Turnaround Time and customer compensation for failed transactions). You must state this expectation clearly in your complaint text.

Step 4: Upload your proof and submit

The ombudsman relies on the documents you provide to make a decision.

Attach your PDF or image proofs of the transaction or the harassment.
Submit the form.
Write down the acknowledgement number shown on the screen.

You will need this number to track your case later.

How long it takes and what it costs

Filing a complaint under the RBI Integrated Ombudsman Scheme costs nothing (Reserve Bank of India Integrated Ombudsman Scheme, 2021). The Centralised Receipt and Processing Centre will review your case first. They will check if your complaint meets the basic rules and includes the right documents.

If you have been a victim of financial crime, ensure you also report cyber fraud on 1930 and cybercrime.gov.in to the authorities alongside your RBI complaint.

The centre will then assign your case to a specific Ombudsman office. You can check your complaint status at any time on the CMS portal. You will need your mobile number and your acknowledgement number to log in.

Resolution times vary based on the complexity of the case. The portal will update you via SMS and email as the case moves forward.

If it does not work

The RBI Ombudsman may reject your complaint. This happens if your issue falls outside their rules. It also happens if you missed the mandatory 90-day filing deadline.

You can file an appeal if the Ombudsman closes your case and you are unhappy with the decision. You do this on the same CMS portal.

You have exactly 30 days from the date you receive the decision to submit an appeal against the Ombudsman.

FAQs

Can I complain to RBI without complaining to the bank first?

No, you must complain to the bank or app first. The RBI will reject your case if you skip this step. You must give the company 30 days to fix the problem before you escalate it.

What is the time limit to approach RBI Ombudsman?

You must file your RBI complaint within 90 days. This clock starts after the bank rejects your case or after the 30-day waiting period ends.

Loan app ki complaint RBI me kaise kare?

Find out the official NBFC partner behind the loan app. Select that NBFC from the drop-down list on cms.rbi.org.in and upload proof of the harassment.

How to check RBI ombudsman complaint status?

Go to cms.rbi.org.in and click on 'Track a complaint'. Enter your acknowledgement number and your mobile number. The screen will show the current status of your case.

The short version

You file complaints against banks and loan apps at cms.rbi.org.in.
You must complain to the company first and wait 30 days.
You have 90 days to approach the RBI after the company rejects or ignores your complaint.
The process is entirely online and free of charge.
You can claim specific penalties like the ₹100 daily fine for failed UPI transfers.

You can check https://qrates.in/apps to verify the latest details and licensing status of your financial apps.