Kanoon SamjhoIndian law, made simple
Consumer Rights

My bank charged me wrongly and isn't fixing it.

Simple answer

Complain to the bank in writing first. If it doesn't reply within 30 days, or you're unhappy with the answer, file a free complaint with the RBI Ombudsman at cms.rbi.org.in. Under the new 2026 scheme, you must do this within 90 days.

Real-life examples

An ATM debited ₹5,000 from Lakshmi's account but gave no cash. RBI rules say the bank must reverse it within 5 days of the transaction, or pay ₹100 for each day of delay. When it didn't, she complained to the bank and then to the RBI Ombudsman.

Gurpreet was charged a fee her account terms didn't allow. She complained online and got a complaint number. After 30 days with no fix, she filed on the RBI CMS portal and also asked for compensation for her time and trouble.

Joseph's loan application was rejected, and he wanted the Ombudsman to overturn it. Whether to give a loan is the bank's commercial decision, which the Ombudsman does not decide.

What should you do?

  1. 1Complain to the bank in writing (branch, email, app or net banking) with account details and the wrong charge. Keep the complaint number.
  2. 2Wait 30 days, or longer if RBI, NPCI or card rules give the bank more time, unless the bank replies and you are unhappy.
  3. 3File on cms.rbi.org.in within 90 days of that deadline or the bank's last reply. It is free; don't pay any agent.
  4. 4Attach your bank complaint, the bank's reply, statements and screenshots. Call 14448 to check the status.
  5. 5If you disagree with the Ombudsman's award, you can appeal within 30 days. You may choose the Consumer Commission instead.

Exceptions & limits

  • The scheme covers banks, larger NBFCs, prepaid wallet companies and credit bureaus. Some small co-operative banks and NBFCs are not covered.
  • Complaints already in court, filed through a lawyer (unless the lawyer is the affected person), or about the bank's commercial decisions like refusing a loan, are not taken.
  • Complaints filed after the 90-day window are not accepted.

Official legal reference

  • Reserve Bank – Integrated Ombudsman Scheme, 2026

    Free RBI Ombudsman for bank, NBFC and wallet complaints: complain to the entity first, wait 30 days, then file within 90 days. In force from 1 July 2026.

  • Reserve Bank – Integrated Ombudsman Scheme, 2026

    The Ombudsman can award up to ₹30 lakh for consequential loss plus up to ₹3 lakh for time, expenses and harassment; appeal within 30 days.

  • RBI circular on Turn Around Time and customer compensation for failed transactions (20 September 2019)

    Sets deadlines to reverse failed ATM, card and UPI transactions, and ₹100 per day compensation when the bank is late.

  • Consumer Protection Act, 2019 — Sections 2(11), 2(42)

    Banking is a 'service', and any shortcoming in it is a 'deficiency' you can take to the Consumer Commission.

    Read the official text

Where to get help

RBI Ombudsman (CMS)

Complain about a bank, NBFC or payment app if they don't resolve your complaint.

Call 14448cms.rbi.org.in

e-Jagriti (Consumer Commission e-filing)

File a case before the District, State or National Consumer Commission online.

e-jagriti.gov.in

Source & status

Applies to
All of India
Law in force since
1 Jul 2026
Legal review
Draft — awaiting lawyer review

Educational information, not legal advice for your case. Exact facts and the law that applies matter — speak to a lawyer before acting.

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