If your bank turned down your fraud complaint or simply stopped responding, do not give up. The RBI Ombudsman exists exactly for this, and plenty of people who were refused by their bank have had that decision overturned. It is free, you do not need a lawyer, and the whole thing can be done online.
When you can approach the ombudsman
You can go to the ombudsman once you have first complained to your bank and either received a reply you are not happy with, or heard nothing for thirty days. So the bank complaint comes first, and the ombudsman is the next step if the bank fails you.
How to file
- Complain to your bank in writing first and get a complaint reference number.
- Wait for the bank's reply, or for thirty days to pass with no proper resolution.
- File your complaint online at cms.rbi.org.in, the RBI complaint portal.
- Attach your bank complaint reference and your cybercrime.gov.in complaint ID.
- Keep a note of your ombudsman complaint number and follow up if you do not hear back.
What to include
Explain what happened in plain terms, with dates. Add the transaction details, the SMS or email alerts, your bank complaint reference, your NCRP complaint ID from cybercrime.gov.in, and any replies the bank sent you. The clearer your record, the stronger your case.
What the ombudsman can do
The ombudsman can direct the bank to resolve your complaint and, where the bank was at fault, to refund you. If you are still not satisfied with the outcome, there is a further appeal route within the RBI system. It is worth seeing it through.
Common questions
Do I need a lawyer to complain to the RBI Ombudsman?
No. The service is free and designed for ordinary people to use directly. You file online at cms.rbi.org.in and do not need to pay anyone.
When can I go to the ombudsman?
After you have complained to your bank and either got an unsatisfactory reply or waited thirty days with no proper resolution. The bank complaint has to come first.
What documents do I need?
Your written bank complaint and its reference number, your cybercrime.gov.in complaint ID, the transaction details, the bank's alerts, and any replies from the bank. Clear records make the case stronger.
What if the ombudsman's decision does not satisfy me?
There is an appeal route within the RBI system if you are unhappy with the outcome. Keep your complaint number and the decision handy if you want to take it further.
Not sure if you are ready to escalate, or what to write? Answer three quick questions and get a plan with your complaint emails prepared.
Build my recovery plan