3-Step Complaint Escalation
- Step 1 — Bank GRO: Email bank's Grievance Redressal Officer — bank must respond in 30 days
- Step 2 — RBI CMS Portal: cms.rbi.org.in — if bank doesn't resolve in 30 days or rejects unfairly
- Step 3 — Banking Ombudsman: For claims up to Rs 20 lakh — free, binding on bank, 90-day resolution
- Success rate: 80%+ complaints resolved at Step 1 or Step 2
- Cost: Completely FREE at all steps
📋 Step 1 — Complain to Bank First (Mandatory)
You must complain to the bank first before going to RBI. Find your bank's GRO email on their website (usually grievance@[bankname].com or on Contact Us page).
- Email subject: "Formal Grievance — [Account Number] — [Brief Issue]"
- Include: Account number, transaction details, what went wrong, what resolution you want
- Bank must acknowledge in 3 days and resolve in 30 days
- Note the complaint reference number
📋 Step 2 — RBI CMS Portal
1
Visit cms.rbi.org.in
Go to RBI Complaint Management System → Click "File a Complaint" → Register with mobile number.
2
Select bank and complaint category
Choose your bank → Select complaint type (ATM, UPI, Account, Loan, etc.) → Describe your issue with all details.
3
Upload documents and submit
Upload bank complaint copy, rejection letter, transaction proof → Submit → Note complaint number. Bank notified automatically.
📋 Step 3 — Banking Ombudsman
If bank doesn't resolve within 30 days after RBI CMS complaint, or gives unsatisfactory response, approach Banking Ombudsman:
- File at cioins.gov.in (Centralised Integrated Ombudsman scheme)
- Free service — no lawyer needed
- Ombudsman can award compensation up to Rs 20 lakh + actual loss
- Decision is binding on bank
- Usually resolved in 90 days
💡 Most complaints resolved at Step 1: A formal email to bank's GRO with "RBI ombudsman complaint" mentioned in subject line resolves 80% of issues. Banks take formal grievances much more seriously than phone calls.
Disclaimer: RBI complaint process as of 2026. Timelines may vary. Keep all correspondence records.