CYBER HELP · RBI OMBUDSMAN

Bank rejected your card or UPI fraud complaint? How to go to the RBI Ombudsman

Reviewed by the VirtualVakil legal team · Last reviewed:

SHORT ANSWER

Complain to your bank first, in writing. If it does not reply within 30 days, or you are not satisfied with its reply, you can file a free complaint on cms.rbi.org.in under the Reserve Bank – Integrated Ombudsman Scheme, 2026, which applies to complaints from 1 July 2026. File within 90 days of the later of the 30 days running out or the bank's last reply, and attach your bank complaint, its reply, the transaction details and your cyber fraud acknowledgement.

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Step by step

How to file an RBI Ombudsman complaint, step by step

  1. Complain to the bank first

    The Ombudsman needs a written complaint to the bank first. Keep the complaint number and the date.

  2. Wait for the reply, or for 30 days

    You can go to the Ombudsman if the bank does not reply within 30 days, or you are not satisfied with its reply.

  3. Watch the 90-day limit

    File within 90 days from the later of the date the 30 days run out and the date of the bank's last communication to you.

  4. Gather the documents

    Your bank complaint and acknowledgement, the bank's reply, the statement showing the transactions, the SMS or email alerts with their dates, and your 1930 or cybercrime.gov.in acknowledgement.

  5. File on cms.rbi.org.in

    Choose the bank, describe the transactions and when you reported them, and state the relief you want. You can also file by email to crpc@rbi.org.in or by post to the Centralised Receipt and Processing Centre, RBI, Sector 17, Chandigarh. The RBI contact centre on 14448 helps with filing.

  6. Make the liability argument

    State when you received the bank's alert and when you reported, why the transaction was unauthorised or fraudulent, whether the bank gave the credit within the time the RBI rules require, and that the burden of proving customer liability is on the bank.

Points that decide whether your complaint is heard

  • You complained to the bank first, in writing.
  • You filed within the 90-day window.
  • The same matter is not already pending, or decided, before a court, tribunal, arbitrator or another forum.
  • You file it yourself. Under the scheme an advocate cannot act as your authorised representative unless the advocate is the aggrieved person, so we draft the complaint and you submit it.

Ombudsman, consumer commission or police: which one?

The Ombudsman decides whether the bank followed the rules and can direct it to refund or compensate. The police complaint is about the fraudster and the money held in the receiving account. You usually need both. A consumer commission is another route against the bank, but the same dispute should not run before the Ombudsman and a court or commission at once.

If you want help

Three ways we can help

Free guidance on WhatsApp

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We draft your cybercrime.gov.in complaint, bank dispute letter, police follow-up and ombudsman escalation, and follow up with you on WhatsApp.

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Cyber Surety membership

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Plans on codesnag.ai

Prefer to file it yourself? Reporting on 1930 and cybercrime.gov.in is free. The step-by-step portal guide is on codesnag.ai: how to file a cyber crime complaint. All our cyber questions are on the cyber help page.

Frequently asked

What people ask

Can I complain to the RBI Ombudsman if my bank does not reply?

Yes. Under the Reserve Bank – Integrated Ombudsman Scheme, 2026, you can file on cms.rbi.org.in if the bank does not reply within 30 days of your complaint or you are not satisfied with its reply.

What is the time limit for an RBI Ombudsman complaint?

Under the 2026 scheme, 90 days from the later of the date the bank's 30-day reply period ends and the date of the bank's last communication to you. Complaints received before 1 July 2026 continue under the 2021 scheme.

Is there a fee to complain to the RBI Ombudsman?

No. Filing is free.

Can a lawyer file the Ombudsman complaint for me?

The scheme does not allow an advocate to act as your authorised representative unless the advocate is the aggrieved person. A lawyer can draft it; you file it from your own details.

What is the RBI helpline number for complaints?

14448, the RBI contact centre. The complaint itself is filed on cms.rbi.org.in, by email to crpc@rbi.org.in or by post to the CRPC in Chandigarh.
Official sources

Where these rules come from

Last reviewed: 19 Oct 2026. This page gives legal information, not legal advice for your specific case. Rules and portals change; if anything here differs from the official source, the official source prevails. VirtualVakil is not a government portal.

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