You lost money to a fraud, complained to your bank, and the bank has gone quiet or said no – now you want to know who is above the bank.
In short
- The RBI Ombudsman is a free complaint channel against banks and some other RBI-regulated companies when their service falls short.
- First complain to your bank in writing. If there is no reply in 30 days, or you are unhappy with the reply, you can go to the Ombudsman.
- File within 90 days at cms.rbi.org.in. There is no fee and you don’t need an agent.
- A police complaint does not stop you from going to the Ombudsman. Still report the fraud on 1930 first.
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In this post
What the RBI Ombudsman does
The Ombudsman handles complaints about deficiency in service by a “Regulated Entity”. Under the Reserve Bank – Integrated Ombudsman Scheme, 2026 (RB-IOS 2026), this includes:
- commercial banks, regional rural banks and many co-operative banks
- NBFCs registered with RBI that take deposits or deal with customers and have assets of ₹100 crore or more
- non-bank prepaid payment instrument issuers (wallets) and credit information companies
The Ombudsman does not catch the scammer – that is the police’s job. It looks at how your bank or company handled your case. For example, if you think your bank did not follow RBI’s rules on unauthorised transactions, that can be a complaint. See RBI rules on getting your money back after UPI fraud.
Before you file: the 30 and 90 day rules
- Complain to the bank first. The Ombudsman will not take your complaint unless you approached the bank and can show proof.
- Wait 30 days for a reply (or longer, if RBI, NPCI or card network rules give the bank more time). If the bank replies earlier and you’re unhappy, you don’t have to wait.
- File within 90 days after that 30-day period ends, or after the bank’s last reply – whichever is later.
- Police case? Still fine. RBI’s FAQ says criminal proceedings or a police investigation are not treated as the “same grievance”.
How to file (free)
- Online: the Complaint Management System at cms.rbi.org.in
- Email: crpc@rbi.org.in
- Post: Centralised Receipt and Processing Centre, Reserve Bank of India, Central Vista, Sector 17, Chandigarh – 160017
- Help line: 14448 for information and guidance. You cannot file a complaint over the phone.
Keep these ready: your complaint to the bank and its reply (or the date you sent it), transaction details, your bank statement, and your 1930 or cybercrime.gov.in acknowledgement number.
Why complaints get rejected
- You didn’t complain to the bank first, or filed before the 30 days were up.
- You filed more than 90 days late.
- The information is incomplete, or someone other than you or your authorised representative filed it.
- The same issue is already with an Ombudsman, or a court or consumer forum has it or has decided it.
Compensation and appeal
There is no limit on the amount in dispute. The Ombudsman can also award up to ₹30 lakh for consequential loss and up to ₹3 lakh for loss of time, expenses, harassment or mental anguish.
If you disagree with an Award, you can appeal to the Appellate Authority within 30 days of receiving it. A further 30 days may be allowed for a good reason.
Beware fake “RBI refund” calls
RBI’s FAQ is clear: there is no charge or fee for filing or resolving a complaint, and no third-party agency is needed. Anyone asking for a “processing fee” to release an Ombudsman refund is a scammer.
Example (fake)
Your UPI fraud complaint is pending with RBI Ombudsman. To release refund of ₹48,500 pay processing fee ₹1,999 to ombudsman.refund@ybl within 24 hrs.
What to do, step by step
- Report the fraud on 1930 or cybercrime.gov.in straight away.
- Write to your bank’s grievance team. Save the complaint number and date.
- Wait for the reply, up to 30 days. Note the date if there is none.
- File at cms.rbi.org.in within 90 days, attaching the bank complaint and reply.
- Track your complaint online. Appeal within 30 days if you disagree with an Award.
Related: What happens after you file a cyber crime complaint · Fake e-challan message? Check safely
Report it
Lost money or spotted a fraud? Call 1930 (National Cyber Crime Helpline) or report at cybercrime.gov.in. Report quickly – the sooner you report, the better the chance of stopping the money.
Not sure about a message?
If a “refund” or “RBI” message lands while you wait, check it with the free ScamRead checker first – and never pay a fee to get your own money back. Open the checker →
This is general information, not legal advice. For your own case, read the RB-IOS 2026 or speak to a lawyer.