How to complain about a personal loan: lender first, then the RBI Ombudsman (2026 scheme)

To complain about a personal loan in India, write to the lender first, using its complaint channel and then its grievance or nodal officer named in your Key Fact Statement. If the lender rejects the complaint, you are not satisfied with its reply, or you get no reply within 30 days, you can complain free of charge to the RBI Ombudsman through the RBI's Complaint Management System at cms.rbi.org.in. Since 1 July 2026 the Reserve Bank – Integrated Ombudsman Scheme, 2026 applies; it replaced the 2021 scheme, which still governs complaints received before that date. Under the 2026 scheme you must file within 90 days of the lender's reply or of the end of the 30-day reply period, whichever is later, so do not wait.

This guide belongs to the personal loan mistakes guide. It is general information, not legal advice.

Step 1: complain to the lender

Most problems are solved here, and the Ombudsman will expect you to have tried.

Use an official channel: the lender's website, app, email, branch or customer care. Get a complaint reference number.
Be specific: loan account number, what went wrong, dates, amounts, and what you want (refund, correction, an apology, a stop to calls).
Attach evidence: KFS, sanction letter, statements, screenshots, call logs.
Escalate inside the lender to the grievance redressal officer or nodal officer if the first reply is unsatisfactory. The KFS must name this contact; digital lenders and LSPs must have nodal grievance officers too.
Note the date you filed. Thirty days is the trigger for escalation.

Step 2: the RBI Ombudsman

Point	Under RB-IOS 2026
Who is covered	Banks, NBFCs (other than housing finance companies, whose complaints go to the National Housing Bank), payment system participants and credit information companies, as set out in the scheme
When you can file	After the lender rejects your complaint, you are dissatisfied, or there is no reply within 30 days
Time limit	Within 90 days of the lender's reply or of the end of the 30-day period, whichever is later
How to file	Online on cms.rbi.org.in, by email, or by post as described on the portal; RBI contact centre 14448
Cost	Free
Amount in dispute	No upper limit on the amount in dispute
Compensation	Up to ₹30 lakh for consequential loss, plus up to ₹3 lakh for loss of time, expenses and harassment
Representation	You can file yourself; an advocate cannot represent you unless they are the aggrieved person
Acceptance and appeal	An award lapses unless you accept it within 30 days; appeals lie to the appellate authority within 30 days, extendable by a further 30

Check the full scheme text on the RBI website before filing; the grounds on which a complaint may not be entertained (for example, a matter already before a court or another forum) are listed there.

What personal loan issues the Ombudsman handles

Charges not in the KFS, or not as stated
Foreclosure charges on floating-rate loans to individuals for personal use
Non-issue of KFS, or loan terms that differ from it
Insurance added without consent (the lending side)
Wrong or delayed credit report updates by the lender or CIC, and compensation not paid
Recovery conduct and harassment by a regulated lender's agents
Delayed closure, NOC or refund after foreclosure
Interest rate resets not communicated on floating-rate loans

Complaints about the lender's commercial judgement, such as refusing you a loan or the rate it chose to offer within its policy, are generally not grounds for an Ombudsman complaint.

Writing the complaint

Include:

your name, contact details and loan account number;
the lender's name and branch or app;
the date you complained to the lender and its reference number;
a copy of the lender's reply, or a statement that none came within 30 days;
what happened, with dates and amounts;
what you want: refund amount, correction, compensation;
copies of evidence.

Keep the CMS acknowledgement number and track progress on the portal.

Problem	Where to go
Unregulated or fake lender	Report on the RBI Sachet portal and to the police
Fraud, threats, online abuse	National Cyber Crime Reporting Portal, helpline 1930
Insurance mis-selling	Insurer's grievance cell, then IRDAI's Bima Bharosa or the Insurance Ombudsman
Credit report error	Dispute with the CIC and lender first; Ombudsman if compensation is wrongly denied
Consumer dispute about services	Consumer commissions under the Consumer Protection Act, 2019, through the National Consumer Helpline

Worked example: an unauthorised charge

An illustrative borrower forecloses a floating-rate personal loan and is charged 3% of ₹2 lakh plus GST, ₹7,080. She writes to the lender on 1 August citing the RBI rule; no reply comes. On 31 August the 30-day period ends, so the 90-day window for the Ombudsman runs to about the end of November. She files on cms.rbi.org.in on 5 September with the KFS, foreclosure statement and her letter, asking for a refund of ₹7,080. Dates are illustrative; always count from your own dates.

Frequently asked questions

Do I need a lawyer to complain to the RBI Ombudsman?

No. The process is free and designed for individuals. An advocate can act only if they are the aggrieved person.

What if my complaint was filed before 1 July 2026?

Complaints received before that date continue under the 2021 scheme.

Can I complain about an NBFC or app lender?

Yes, if the lender is regulated by the RBI and covered by the scheme. Housing finance companies are excluded and go to the National Housing Bank. Unregulated lenders are reported on Sachet.

How long does the Ombudsman take?

It depends on the case. Track it on the CMS portal and respond quickly to any request for information.

Sources

RBI Complaint Management System — filing and tracking complaints
Reserve Bank of India — text of the Reserve Bank – Integrated Ombudsman Scheme, 2026
RBI Sachet portal — reporting unregulated entities
National Consumer Helpline — consumer complaints
Bima Bharosa (IRDAI) — insurance complaints