How to File a Complaint Against a Recovery Agent (RBI Ombudsman Process)
Repeated calls after dark, threats of arrest, agents phoning your employer — none of this is a normal part of loan recovery. Here is the exact, current escalation path for getting it stopped, at no cost to you.
In short
Recovery agents may only contact you between 8 AM and 7 PM, must identify themselves, and cannot involve your family, employer, or neighbours. If they don't, complain in writing to your lender first. If the lender doesn't fix it within 30 days, escalate to the RBI Ombudsman through the Complaint Management System (CMS) — it's free, entirely online, and can result in a compensation award.
Know your rights before you complain
Lenders are entitled to recover unpaid dues, but recovery agents act as their representative — not above the rules. Under the RBI's Fair Practices Code for lenders, an agent working for a bank or NBFC cannot:
Off-limits, regardless of how overdue the loan is
- Call, message, or visit you outside 8 AM–7 PM
- Use abusive, threatening, or humiliating language
- Threaten arrest or jail time — unsecured loan default is a civil matter, not a criminal one
- Contact your employer, relatives, or neighbours about the loan
- Visit without carrying identification and written authorisation from the lender
Because the lender is vicariously responsible for its recovery agents' conduct, your complaint is always filed against the bank or NBFC — never against the individual agent. That's also why the first step below has to go to the lender, not straight to the regulator.
File a written complaint with your bank or NBFC
You must complain to your lender before the RBI Ombudsman will accept your case. Skipping this step is the single most common reason complaints get rejected as "non-maintainable."
Who to send it to
- The Grievance Redressal Officer (GRO)
- The Nodal Officer, if the GRO doesn't resolve it
- Customer care, only as a supporting channel
Send it in writing — email, the lender's online grievance portal, or registered post. A phone call alone is hard to prove later; if you do call, follow up with an email summarising what was said.
What to include
- Full name and loan account number
- Name of the bank or NBFC (and the recovery agency, if known)
- Date and time of every incident
- Phone numbers used to contact you
- Screenshots of messages, and call recordings if you have them
- A plain description of what happened and the outcome you want
Stick to facts an outsider could verify. Specifics carry more weight with a grievance officer than general frustration:
Then wait 30 days
The lender has 30 days to respond. You can move to the RBI Ombudsman only once one of these is true: the complaint is rejected, the response is unsatisfactory, or 30 days pass with no reply. Keep every email and acknowledgement — you'll attach them at the next stage.
File through the RBI's Complaint Management System (CMS)
If the lender doesn't fix it, escalate through the CMS portal at cms.rbi.org.in — the single official window for complaints under the Reserve Bank – Integrated Ombudsman Scheme. It's free and fully online.
- Open the portal and start a complaintGo to cms.rbi.org.in and select "File a Complaint."
- Accept the declarationConfirm you've already complained to the lender and that the details you're about to give are accurate.
- Verify your mobile numberEnter your name and number, then complete OTP verification. This number is how you'll track the case later.
- Select the regulated entityChoose Bank, NBFC, or Payment System Participant, then the exact institution — this can't be changed after submission, so double-check the legal name.
- Confirm the 30-day conditionState whether 30 days have passed without a reply, or whether the reply you got was unsatisfactory. This declaration is mandatory.
- Fill in the complaintLoan account number, lender details, dates, phone numbers, and a chronological account of the misconduct — calls after hours, abusive language, contact with third parties, whatever applies.
- Upload evidenceEmails, call logs, screenshots, recordings. Combining everything into one PDF keeps the upload manageable.
- Review and submitCheck every field, then submit.
- Save your reference number and track statusYou can return to the portal anytime with this number and your registered mobile to see the latest update.
Keep this
On successful submission you'll get a Complaint Registration Number (CRN) by SMS and email. It's the only thing you need to check status later — save it somewhere you won't lose, alongside the evidence you uploaded.
If the case doesn't involve an RBI-regulated bank or NBFC — for instance, an unregistered lending app — file instead at sachet.rbi.org.in, the RBI's portal for unregulated entities.
What the Ombudsman can actually award
The Ombudsman's order is binding on the lender once you accept it in writing, and it can go beyond simply telling the agent to stop.
| Outcome | What it covers |
|---|---|
| Award for financial loss | Direct monetary loss caused by the deficiency, capped by the scheme |
| Compensation for harassment | Mental agony and stress caused by the conduct, awarded separately from the loss above |
| Directive to the lender | Orders to stop specific conduct — e.g. barring after-hours contact or third-party contact |
Most complaints move through defined stages — received, under process, additional information sought, and closed — and are typically disposed of within about a month of filing, assuming your documentation is complete.
When to also involve the police or cyber cell
The Ombudsman route addresses the lender's conduct; it doesn't replace a police complaint where the agent's behaviour is itself a crime. Consider filing an FIR, or a complaint under the relevant criminal-intimidation provisions, alongside your Ombudsman complaint if an agent has:
- Threatened physical harm, or entered your home without consent
- Sent threatening messages over WhatsApp or SMS
- Used your loan app's access to contacts or photos to pressure you
For digital harassment specifically — threatening messages, morphed images, or misuse of contact-list data — you can also file at the National Cyber Crime Reporting Portal. Neither of these routes requires you to drop the Ombudsman complaint; they run in parallel.
Frequently asked questions
Do I have to pay to file a complaint with the RBI Ombudsman?
No. Filing through the CMS portal, and the Ombudsman's entire process, is free at every stage.
Can I complain directly to the RBI without contacting my bank first?
Generally no — the CMS declaration requires you to confirm you've already raised the issue with the lender and either received an unsatisfactory reply or waited 30 days without one.
What if I don't know the recovery agent's name?
File anyway. The complaint is against the bank or NBFC that appointed the agent, so the agent's identity helps but isn't required — the lender is expected to identify which of its agents was involved.
How long does the RBI Ombudsman take to resolve a complaint?
Most complaints move through received, under-process, and closed stages within roughly a month, provided the evidence you submit is complete and specific.
Can a recovery agent have me arrested for defaulting on a personal loan or credit card?
No. Default on unsecured debt is a civil matter, not a criminal one. An agent threatening arrest or criminal prosecution over it is making a claim with no legal basis, and that threat is itself something to document and report.
This guide explains the general RBI Ombudsman process as of July 2026 and isn't legal advice. Procedures and monetary limits are periodically revised by the RBI — check cms.rbi.org.in or call the RBI's toll-free helpline, 14448, for the current position on your specific case.
