1. Understand When to File a Complaint with RBI
Before escalating your complaint to the Reserve Bank of India (RBI), you must first file a complaint with your bank. If your bank fails to resolve the issue within 30 days or provides an unsatisfactory response, you can escalate it to RBI under the Banking Ombudsman Scheme.
Common Issues That Warrant an RBI Complaint:
- Unauthorized transactions or banking fraud
- Failure to refund money for failed transactions (ATM, UPI, NEFT, RTGS, etc.)
- Excessive or unfair bank charges
- Issues with loan repayments, credit card billing disputes, or EMI deductions
- Denial of services (such as loan sanctioning, ATM withdrawal issues, or account closures)
- Improper handling of complaints by banks
- Violation of RBI guidelines by banks or NBFCs
If your issue falls under these categories, you can escalate your complaint to RBI.
2. Gather Important Details for Your Complaint
To strengthen your complaint, ensure you provide the following details:
- Your full name and contact information
- Bank name and branch details
- Account number (do not share PINs or passwords)
- Transaction reference number (for failed transactions, refunds, etc.)
- Date and time of the issue
- Copies of previous complaints filed with the bank
- Screenshots, receipts, or any other supporting documents
Providing accurate information will help RBI process your complaint efficiently.
3. Address the Letter to the Correct RBI Authority
Your complaint should be addressed to:
The Banking Ombudsman, Reserve Bank of India
[The relevant RBI Ombudsman office based on your region]
👉 Find the correct Banking Ombudsman office based on your location at:
RBI Ombudsman Office Addresses
For digital banking complaints, direct your letter to:
Chief General Manager, Consumer Education and Protection Department
Reserve Bank of India
Central Office, 1st Floor, Amar Building
Sir P.M. Road, Mumbai – 400001
Alternatively, you can file a complaint online through RBI’s Complaint Management System (CMS):
👉 https://cms.rbi.org.in/
4. Use a Professional and Clear Format
Your letter should be structured formally:
- Your Name
- Your Address
- Your Contact Information (Phone/Email)
- Date
- Recipient’s Name and Title
- RBI Office Address
- Subject Line: “Formal Complaint Regarding [Issue] Against [Bank Name]”
5. Start With a Polite and Direct Opening
Begin your letter professionally, stating the issue clearly.
Example:
“Dear Sir/Madam,
I am writing to formally lodge a complaint regarding the unresolved issue with [Bank Name, Branch Name]. Despite multiple attempts to resolve the matter directly with my bank, I have not received a satisfactory response. I am therefore escalating this matter to the Reserve Bank of India for intervention.”*
6. Describe the Issue Clearly and Factually
Provide specific details of the problem, including:
- What happened? (Describe the issue in detail.)
- Where and when did it happen? (Date, time, location, and transaction reference number if applicable.)
- Who was involved? (Bank staff names, if applicable.)
- How has it affected you? (Financial loss, stress, inconvenience.)
Example:
“On [Date], I attempted to withdraw ₹10,000 from an ATM at [Location]. The transaction failed, but my account was debited. I immediately contacted my bank’s customer support and raised a complaint on [Date] (Complaint Reference No. [XXX]). However, despite assurances, my account has not been refunded even after 30 days.”
Stick to the facts and avoid emotional or accusatory language.
7. Mention Any Previous Attempts to Resolve the Issue
Before approaching RBI, you must try to resolve the issue with your bank. Mention your previous complaints and the bank’s response.
Example:
“I initially reported this issue to my bank’s customer service on [Date], but no resolution was provided. I escalated the complaint to the branch manager on [Date], yet my concern remains unresolved. Since it has been over 30 days without a satisfactory response, I am now seeking RBI’s intervention.”
This shows that you followed the proper steps before escalating the complaint.
8. State Your Desired Resolution
Clearly mention what action you expect from RBI.
Example:
“I kindly request RBI to investigate this matter and ensure that my account is credited with the ₹10,000 that was wrongfully deducted. Additionally, I urge RBI to direct the bank to follow proper guidelines to prevent such occurrences in the future.”
9. Request a Response and Set a Deadline
Ask RBI to provide a response within a reasonable timeframe.
Example:
“I would appreciate a response within 14 days outlining the actions being taken to resolve this matter. Please let me know if you require any additional information to process my complaint.”
10. Close the Letter Professionally
End with a polite and professional closing.
Example:
“Thank you for your time and attention to this matter. I look forward to your prompt response and resolution.”
Use a formal sign-off:
Sincerely,
[Your Full Name]
Sample Complaint Letter to RBI
[Your Name]
[Your Address]
[City, State, PIN Code]
[Your Email]
[Your Phone Number]
[Date]
The Banking Ombudsman
Reserve Bank of India
[Ombudsman Office Address Based on Your Region]
Subject: Formal Complaint Regarding [Issue] Against [Bank Name]
Dear Sir/Madam,
I am writing to formally lodge a complaint regarding the unresolved issue with [Bank Name, Branch Name]. Despite multiple attempts to resolve the matter directly with my bank, I have not received a satisfactory response. I am therefore escalating this matter to the Reserve Bank of India for intervention.
On [Date], I attempted to withdraw ₹10,000 from an ATM at [Location]. The transaction failed, but my account was debited. I raised a complaint with my bank on [Date] (Complaint Reference No. [XXX]), but despite assurances, my account has not been refunded after 30 days.
I have followed up with customer service multiple times and escalated the matter to the branch manager, but I have not received a satisfactory resolution. Since my issue remains unresolved, I seek RBI’s intervention to facilitate the refund.
I kindly request RBI to review my case and ensure that my account is credited with the ₹10,000 that was wrongfully deducted. Please provide a response within 14 days outlining the actions being taken to resolve this issue.
Thank you for your time and attention to this matter. I look forward to your prompt response.
Sincerely,
[Your Full Name]
Frequently Asked Questions
1. How long does RBI take to respond to complaints?
RBI typically responds within 30 days, depending on the complexity of the issue.
2. Can I file my complaint online?
Yes, you can submit complaints online via the RBI’s Complaint Management System (CMS):
👉 https://cms.rbi.org.in/
3. What if RBI does not resolve my complaint?
You may escalate your complaint to:
- The Banking Ombudsman Appellate Authority
- Consumer Protection Forums or Legal Authorities
Conclusion
Writing a complaint letter to RBI requires clarity, professionalism, and supporting evidence. Clearly describe the issue, attach relevant documents, and request a resolution. Following these steps will improve the chances of your complaint being addressed promptly.
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