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How to File a Banking Complaint Online — Step by Step (2026)
Filing a banking complaint is easier than most people think — and it's completely free. This guide walks you through both stages: complaining to your bank first (mandatory), and then escalating to the RBI Ombudsman portal if the bank fails you.
Stage 1: Complain to Your Bank (Mandatory First Step)
STEP 1
Gather your evidence
- Bank statement showing the disputed transaction (download PDF from netbanking)
- Screenshots — failed UPI screen, SMS alerts, app error messages
- ATM receipt if you have one
- Note the exact date, time, amount, and location
STEP 2
File a written complaint with the bank
Use at least two channels so you have proof:
- Email the bank's official grievance ID (e.g., customercare@ or grievance@ — find it on the bank's website under "Grievance Redressal")
- Netbanking/app: raise a formal complaint/service request and save the reference number
- Optionally visit the branch and get a written acknowledgment
Sample email:
Subject: Formal Complaint — [ATM cash not dispensed] — A/c XXXX1234
Dear Sir/Madam,
On [date] at [time], [describe issue in 2–3 lines: what happened, amount, location/reference].
My account was debited ₹[amount] but [cash was not dispensed / payment failed / transaction was unauthorized].
I request reversal of ₹[amount] within the RBI-mandated timeline, along with applicable compensation.
Attached: bank statement, screenshots.
Kindly confirm receipt with a complaint reference number.
[Name] · [Account last 4 digits] · [Phone]
Subject: Formal Complaint — [ATM cash not dispensed] — A/c XXXX1234
Dear Sir/Madam,
On [date] at [time], [describe issue in 2–3 lines: what happened, amount, location/reference].
My account was debited ₹[amount] but [cash was not dispensed / payment failed / transaction was unauthorized].
I request reversal of ₹[amount] within the RBI-mandated timeline, along with applicable compensation.
Attached: bank statement, screenshots.
Kindly confirm receipt with a complaint reference number.
[Name] · [Account last 4 digits] · [Phone]
STEP 3
Wait for the bank — but track the clock
- ATM disputes: RBI rules require resolution within about 5 working days — after that the bank owes you ₹100/day compensation for delay.
- Failed UPI/IMPS: auto-reversal is typically required within 1–5 days depending on transaction type.
- General complaints: the bank gets a maximum of 30 days to give you a final reply.
⚠️ Save every reply. If the bank rejects your complaint, closes it without fixing the issue, or stays silent for 30 days — move to Stage 2.
Stage 2: Escalate to RBI Ombudsman (CMS Portal)
STEP 4
Go to the official RBI portal
Visit cms.rbi.org.in — this is the only official portal. It's free. Beware of fake "agents" or websites charging money to "file RBI complaints" for you.
- Click "File a Complaint"
- Verify with your mobile number (OTP)
STEP 5
Fill the complaint form
- Entity: select your bank/NBFC/payment app from the dropdown
- Complaint category: pick the closest match (ATM, digital payments, loans, etc.)
- Have you complained to the bank? — Yes (enter date + reference number)
- Bank's reply: upload it, or state "no reply received within 30 days"
- Description: write a clear, factual, chronological account (see below)
- Relief sought: state the exact amount + compensation you want
- Upload documents: statement, screenshots, bank complaint proof, bank reply
STEP 6
Write a description that wins
Formula: Facts → Bank's failure → What you want
"On 28-Jul-2026 at 6:42 PM, I attempted to withdraw ₹5,000 from [Bank] ATM at [location]. The ATM displayed an error and dispensed no cash, but my account (XXXX1234) was debited ₹5,000 (ref no. 123456).
I complained to the bank the same day by email and app (ref CMP789), attached. The bank replied on 10-Aug closing the complaint as 'transaction successful' without providing the ATM's cash-dispense log (EJ log).
I request: (1) reversal of ₹5,000 with interest, (2) delay compensation of ₹100/day beyond the 5-day RBI timeline, (3) the ATM electronic journal log as evidence."
"On 28-Jul-2026 at 6:42 PM, I attempted to withdraw ₹5,000 from [Bank] ATM at [location]. The ATM displayed an error and dispensed no cash, but my account (XXXX1234) was debited ₹5,000 (ref no. 123456).
I complained to the bank the same day by email and app (ref CMP789), attached. The bank replied on 10-Aug closing the complaint as 'transaction successful' without providing the ATM's cash-dispense log (EJ log).
I request: (1) reversal of ₹5,000 with interest, (2) delay compensation of ₹100/day beyond the 5-day RBI timeline, (3) the ATM electronic journal log as evidence."
💡 Keep it factual and unemotional. Dates, amounts, reference numbers, and the bank's specific failure win cases — anger doesn't.
STEP 7
Submit & track
- You'll get a complaint reference number instantly — save it
- Track status anytime on the CMS portal under "Track Complaint"
- The bank must respond to RBI within 15 days
- Most cases conclude within 30–90 days
5 Mistakes That Get Complaints Rejected
- Skipping the bank complaint — RBI requires you to complain to the bank first. No shortcut.
- Filing too late — more than 1 year after the bank's reply.
- Vague descriptions — "bank cheated me" with no dates or amounts gets closed fast.
- No evidence uploaded — always attach statement + bank complaint proof.
- Parallel court case — if the same matter is in consumer court, the ombudsman can't take it.
Want a ready-made complaint letter?
Our free wizard emails you a personalized complaint letter template, documents checklist, and this filing guide — matched to your exact issue.
Get My Free Complaint Kit →Related Guides
- RBI Banking Ombudsman 2026 — Complete Guide →
- Complaint Rejected? Appeal & Win →
- Banking Complaint FAQs & Checklist →
Disclaimer: Informational guide only, not legal advice. Verify current rules and timelines at rbi.org.in / cms.rbi.org.in before filing.