How to File a Complaint with RBI’s CMS Portal for Unresolved Bank Issues?

When a bank overcharges, fails to reverse an unauthorised debit, or doesn’t act on your complaint in time, you have the right to escalate the matter. 

The Reserve Bank of India (RBI) offers the Complaint Management System (CMS), an integrated online platform under the Integrated Ombudsman Scheme, for customers to seek redressal for unresolved grievances.

When to Escalate a Complaint to RBI

Before approaching the RBI, you must first file a complaint directly with your bank or financial institution. If your issue remains unresolved after 30 days, or if you receive an unsatisfactory response, you can then submit it on the RBI CMS portal.

The portal accepts complaints related to wrong or excessive bank charges, failed ATM or UPI transactions, non-payment or delay of funds, non-reversal of charges after failed transactions, and unauthorised debits. However, cases involving internal bank policies or contractual disputes not caused by service lapses are excluded.

How to File a Complaint on RBI’s CMS Portal

Filing a complaint is simple and entirely online. Visit cms.rbi.org.in, select the type of financial institution, bank, NBFC, or payment service provider, and fill in your details along with a clear description of the issue. Attach relevant documents such as screenshots, complaint references, or email communications.

Once submitted, a unique complaint reference number is generated for tracking your case. Ideally, you should file your complaint after the 30-day period following your initial complaint to the bank unless the bank closes it prematurely.

How the RBI Ombudsman Handles Your Complaint

After submission, the RBI forwards the case to the concerned financial institution for response. If the bank’s reply is delayed or unsatisfactory, the ombudsman intervenes directly. Often, the RBI facilitates mediation between both parties. Most complaints are resolved within about a month.

If the ombudsman passes an order in your favour, the bank must comply once you provide written acceptance within 30 days.

If You’re Still Unsatisfied

If you disagree with the ombudsman’s order, you can appeal to the Appellate Authority within the RBI within 30 days. Alternatively, you may approach consumer courts or pursue other legal remedies.

Also Read: RBI Introduces Silver as Loan Collateral Under New Lending Rules!

Conclusion

The RBI CMS portal provides a cost-free, transparent, and efficient way for customers to resolve banking grievances without visiting branches or engaging in lengthy legal processes. Keeping complete documentation and using the portal effectively empowers you to hold financial institutions accountable and ensure fair treatment.

Disclaimer: This blog has been written exclusively for educational purposes. The securities mentioned are only examples and not recommendations. This does not constitute a private recommendation/investment advice. It does not aim to influence any individual or entity to make investment decisions. Recipients should conduct their own research and assessments to form an independent opinion about investment decisions.