Complaint against recovery harassment, a broken settlement or a CIBIL error: lender, RBI Ombudsman, police

For problems with a regulated bank or NBFC, complain to the lender in writing first. That includes harassment by recovery agents, a settlement the lender will not honour, no-dues letters or property documents not given, and credit reports not updated after settlement. If the lender rejects the complaint, you are not satisfied, or there is no reply within 30 days, file with the RBI Ombudsman at cms.rbi.org.in, free of charge. Since 1 July 2026 the Reserve Bank – Integrated Ombudsman Scheme, 2026 applies, and you must file within 90 days of the lender's reply or of the end of the 30-day period. Threats, abuse, morphed images or messages to your contacts are also crimes. Report them to the police or the National Cyber Crime Reporting Portal (helpline 1930) at once, without waiting for the lender.

This guide is part of debt settlement mistakes.

Which route for which problem

Problem	First stop	Escalation
Calls before 8 a.m. or after 7 p.m., abusive language, repeated calls	Lender's grievance officer	RBI Ombudsman
Threats of violence, morphed images, messages to your contacts	Police / cybercrime portal (1930)	Also the lender and the RBI Ombudsman
Lender denies a written settlement or claims more after payment	Lender's grievance officer, with letter and receipts	RBI Ombudsman; civil remedies
No-dues letter or property documents not given	Lender	RBI Ombudsman; NBFC directions set ₹5,000 a day for delays in releasing documents after 30 days
Credit report still shows dues after settlement	Credit bureau dispute and lender	RBI Ombudsman, as credit information companies are covered
Unregulated app lender harassing you	Police / cybercrime portal	RBI Sachet portal
Debt relief firm misled you	Consumer helpline / consumer commission	Police for fraud
Housing finance company issue	The HFC	National Housing Bank's grievance system, as HFCs are outside RB-IOS

The RBI Ombudsman under the 2026 scheme

Point	Under RB-IOS 2026
Who is covered	Banks, NBFCs (other than housing finance companies), payment system participants and credit information companies, as the scheme sets out
When you can file	After the lender rejects your complaint, you are dissatisfied with its reply, or there is no reply within 30 days
Time limit	Within 90 days of the reply or of the end of the 30-day period, whichever is later
How	Online at cms.rbi.org.in, or by email or post as the portal explains; RBI contact centre 14448
Cost	Free
Amount in dispute	No upper limit
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
After an award	An award lapses unless you accept it within 30 days; appeal lies to the appellate authority within 30 days, extendable by 30

Complaints received before 1 July 2026 continue under the 2021 scheme. A complaint already before a court or another forum is generally not entertained. Check the scheme's exclusions on the RBI website.

What the Ombudsman generally will not do: order a lender to give you a settlement or restructuring. Those are commercial decisions. It can act on unfair conduct: harassment, charges not disclosed, failure to honour a written settlement, delays in documents, and wrong credit reporting.

Building the evidence

Evidence	How to keep it
Call log	Screenshot of call history with dates and times
Recordings	Where lawful, recordings of calls
Messages	Screenshots showing sender number and time
Visits	Date, time, names, ID shown or not, what was said; witness names
Letters	Copies of all letters and notices, with envelopes
Settlement	Sanction letter, payment receipts, bank statement entries
Credit report	Before and after copies

A sample complaint to the lender's grievance officer

Add a line requesting a reply within 30 days. Then file with the RBI Ombudsman if needed.

Worked example: a settlement not honoured (illustrative)

Settlement letter dated 10 March: ₹1,20,000 by 31 March in full and final settlement
Paid ₹1,20,000 on 28 March to the lender's account
In May, the agency calls demanding ₹45,000 "balance"; the credit report still shows ₹1,62,000 outstanding

Steps:

2 June: write to the grievance officer with the letter, receipt and report, asking for a no-dues letter and correction.
2 June: raise a dispute with the credit bureau, attaching the same documents.
3 July (30 days, no fix): file with the RBI Ombudsman on cms.rbi.org.in, well within 90 days.
If the bureau has not resolved the dispute within 30 days, you can claim ₹100 a day under the RBI compensation framework for credit information complaints. Mention this in your complaint.

When to consult a professional

If harassment includes physical threats or extortion, go to the police first. For damages beyond the Ombudsman's limits, or where the lender has filed a case against you, see a lawyer. You may be eligible for free legal aid.

Frequently asked questions

Can I complain to the RBI Ombudsman while I still owe money?

Yes. Owing money does not take away your right to fair treatment. A complaint does not cancel the dues.

Does the Ombudsman cover recovery agencies?

The complaint is against the regulated lender, which is responsible for the agents it engages.

What if the lender is not regulated by the RBI?

The Ombudsman cannot act. Report unregulated lenders on RBI Sachet and to the police.

Is there a fee or a lawyer needed?

No fee. You can file yourself online.

Sources

RBI Complaint Management System: file and track Ombudsman complaints
Reserve Bank of India: Integrated Ombudsman Scheme, 2026 text and recovery conduct directions
National Cyber Crime Reporting Portal: report threats and online harassment, helpline 1930
RBI Sachet: report unregulated lenders
National Housing Bank: complaints about housing finance companies