How to Register Complaints in Banks ?

Types of Complaints You Can Register with Banks

1. Unauthorized transactions
2. Account balance discrepancies
3. ATM, Debit/Credit card issues
4. Incorrect charges
5. Errors in account statements
6. Loan and credit issues
7. Cheque payment issues
8. Transaction failures
9. Mobile and internet banking issues
10. Fraudulent activities
    

Mode 1: Customer Care Helpline or Complaint via Email

Steps for Customer Care Helpline:

1. Call the customer care toll-free number of the bank.
   

   Sr No.	Bank	Contact No.
   Public Sector Banks
   1	State Bank of India (SBI)	18001234, 18002100
   2	Punjab National Bank (PNB)	18001800, 18001802222, 18001032222
   3	Canara Bank	18001030
   4	Bank of Baroda	18005700, 18005000
   5	Union Bank of India	18002082244
   6	Indian Bank	18001700
   7	Central Bank of India	18003030
   8	Bank of India	18001031906
   9	Indian Overseas Bank	18004254445
   10	UCO Bank	18001030123
   11	Bank of Maharashtra	18001022636
   12	Punjab and Sind Bank	18004198300
   Private Sector Banks
   13	HDFC Bank	18002600, 18001600
   14	ICICI Bank	18001080, 18002662
   15	Axis Bank	18002095577
   16	Kotak Mahindra Bank	18602662666
   17	IDBI Bank	18002094324
   18	IndusInd Bank	18602677777
   19	Yes Bank	18001200
   20	Federal Bank	18004251199, 18004201199
   21	South Indian Bank	18004251809, 18001029408
   22	Bandhan Bank	18002588181
   23	RBL Bank	022-61156300
   24	Karnataka Bank	18004251444
   25	Karur Vysya Bank	18602581916
   26	Tamilnad Mercantile Bank	18004250426
   27	City Union Bank	044-71225000
   28	IDFC First Bank	180010888
   29	DCB Bank	022-68997777
   30	Jammu & Kashmir Bank	18008902122
   31	Nainital Bank	18001804031
   32	Dhanlaxmi Bank	18004251747, 044-42413000

2. Select the option for complaints or grievances.
3. Explain the issue and provide the necessary details.
4. Request a reference number to track your complaint.
   

Steps for Complaint via Email:

1. Find the complaints email id from the bank's official website (usually found in the "Contact Us" section).
2. Write a detailed email describing the issue.
3. Attach relevant documents (screenshots, transaction receipts).
4. Send the email and request a confirmation of receipt.

Documents Required

1. Proof of identity (Aadhaar, PAN)
2. Relevant documents like transaction receipts, statements, etc.
   

Mode 2: Visit to Branch

Steps:

1. Visit your nearest bank branch and ask to speak with the branch manager or customer service representative.
2. Submit a written complaint letter with full details.
3. Provide your Account and other Documents Details:
   • Account number and branch details.
   • Attach supporting documents:
     • Passbook copy or ID proof (Aadhaar, PAN)
     • Transaction receipts or bank statement
4. Request a receipt with a reference number and date for tracking.
5. If the issue is not resolved in 2-3 weeks, follow up with the bank using the reference number.
6. If no resolution within 30 days, escalate to the RBI Ombudsman.

Documents Required

1. Written complaint letter
2. Photocopy of bank passbook as an identity proof
3. Bank Account details
4. Take acknowledgment receipt from concerned bank official with date.

After Submitting/Registering Complaints to the Bank

• Generally, banks take 2-3 weeks to resolve complaints, though this may vary.
• If the bank doesn't respond within one month, send a reminder regarding your complaint.
• If the bank still doesn't respond or resolve the issue, escalate your complaint to the Banking Ombudsman.
• The Banking Ombudsman has 24 Regional Offices across India to accept complaints.
• Submit your complaint application to the Banking Ombudsman either through the online portal or at your Regional Office.
  
  

Mode 3: Online via Bank's Website or Mobile Banking App

Steps:

1. Visit the official website or mobile banking app.
2. Navigate and Click on the "Grievance Redressal", "Customer Care", or "Customer Service" section.
3. Choose the relevant option for your complaint:
   • Register Complaint/Lodge Complaint
   • Register Complaint of Unauthorized Transactions
   • Complaint Mechanism
   • Register for Grievance
   • Service Request
4. Enter your mobile number and email ID.
5. OTP verification will be sent to your mobile.
6. Enter OTP to proceed.
7. Fill the complaint form with:
   • Complaint Name
   • Complaint Against Branch/Office
   • Nature of Complaint
   • Account Number
   • Subject
   • State, District, Address
   • Email & Mobile Number
8. Attach supporting documents:
   • Transaction receipts
   • Statements
   • Any previous correspondence
9. Click Submit.
10. Receive complaint reference number via SMS and email.

Documents Required

1. Identity proof (Aadhaar, PAN, Passport, etc.)
2. Relevant transaction details.
3. Bank statements or receipts.
4. Correspondence history (if applicable).
   

Mode 4: Complaint via Social Media

Steps:

1. Visit the bank's official social media profiles (Twitter/X, Facebook, Instagram).
2. Post your complaint or send a direct message with your issue.
3. Provide necessary details like account number, transaction number, etc.
4. Wait for a response and track the progress.

Documents Required

1. Screenshots of the issue
2. Account number and transaction details
   

Mode 5: RBI Ombudsman - Reserve Bank - Integrated Ombudsman Scheme (RB-IOS) 2021

• If your complaint is not resolved by the bank within 30 days, or if the bank's response is unsatisfactory, you can escalate to the RBI Ombudsman under the Reserve Bank - Integrated Ombudsman Scheme (RB-IOS), 2021.
• This scheme covers complaints against banks, NBFCs, and Payment System Participants. The service is completely free of cost.

Steps For Online Submission via RBI Complaint Management System (CMS):

1. Visit the official website of RBI CMS Portal (available 24x7).
2. File a Complaint:
   • Click on "File a Complaint" and select the appropriate category for your grievance.
3. Provide Required Details:
   • Fill in your personal information.
   • Complaint Details (including the nature of the complaint, transaction details, and any previous correspondence with the bank).
4. Upload Supporting Documents:
   • Acknowledgment Receipt from the bank
   • Bank Statement or Passbook Copy
   • Transaction Receipts
5. Submit the Complaint:
   • After reviewing the information, click on "Submit".
6. Receive Acknowledgment:
   • You will receive a complaint number via SMS and email for tracking purposes.
7. Track Your Complaint:
   • Click on Track Complaint to monitor the status of your complaint.

Offline Submission (Alternative):

• Email your complaint with documents to: crpc [at] rbi [dot] org [dot] in
• Or post to: Centralised Receipt and Processing Centre (CRPC),
  Reserve Bank of India, Central Vista,
  Sector 17, Chandigarh - 160 017.
• For scheme information and complaint guidance, call the RBI helpline: 14448 (24x7 IVR, staff available Mon-Sat, 8am-10pm in English, Hindi, and 10 regional languages).

Note*

• Online Mode is generally faster than offline mode for complaint registration and resolution.
• If unsatisfied with the Ombudsman's decision, you can appeal to the Appellate Authority (RBI) within 30 days of receiving the award.

Key Points to Remember:

• Free of cost process, no charges for submitting complaints at any level.
• Always first complain to the bank and wait 30 days before approaching the RBI Ombudsman.
• Provide complete documentation for faster resolution.
• You will receive a complaint reference number for tracking.
• For financial fraud (UPI/card), immediately also call 1930 (Cyber Crime Helpline) to freeze funds