How to file an RBI complaint against recovery agents

To file an RBI complaint against recovery agents, first complain in writing to the bank or NBFC that hired them. If the lender does not reply within 30 days, or you are not satisfied with its reply, file a complaint with the RBI Ombudsman online at cms.rbi.org.in. This guide walks you through each step, the evidence to keep, and a complaint format you can copy.

When can you file an RBI complaint against recovery agents?

You can complain when a recovery agent breaks RBI's rules on loan recovery. These rules apply to every bank, NBFC and digital lender, and to every agency they hire. Common reasons to complain:

• Calls before 8 am or after 7 pm.
• Threats, abusive language or intimidation, in person, on calls or on WhatsApp.
• Calls or messages to your family, friends, neighbours or office to shame you.
• Visits by agents who will not show an ID card or the lender's authorisation letter.
• Fake legal notices, threats of arrest, or police threats over an unpaid loan.
• Messages to your contact list or morphed photos sent by a loan app.

A complaint is about how the dues are being recovered. It does not cancel a genuine loan, but it puts the lender on notice that its agents must follow the rules. The same process works for a bank recovery agent harassment complaint, an NBFC agent, or a loan app's collection team.

Step 1: Save the evidence first

A complaint with proof is far more likely to succeed. Before you write to anyone, collect:

• Screenshots of calls and messages, with the number, date and time visible.
• Call recordings, if your phone records calls.
• The agent's name, phone number and agency name, if they gave one.
• Messages received by your family or colleagues, with their permission.
• Your loan account number and the lender's name, from your loan agreement or statement.

Step 2: Complain to the bank or NBFC in writing

Every lender has a grievance redressal officer, and the name and email are usually on its website under 'Grievance Redressal'. Email your complaint with the evidence attached, and keep the acknowledgement or complaint number. Under the RBI Integrated Ombudsman Scheme, 2021, the lender has 30 days to resolve it.

Complaint format you can copy

Subject: Complaint against recovery agent harassment, loan account [number]. Dear Grievance Redressal Officer, I hold loan account [number] with [lender]. Between [dates], recovery agents acting for you [called me before 8 am / after 7 pm, threatened me, contacted my family]. Details and evidence are attached. These actions break RBI's guidelines on recovery agents. Please stop this conduct, take action against the agency, and share in writing the name of the agency handling my account. I remain willing to discuss repayment or settlement of the genuine dues in writing. [Name, phone, date]

Step 3: File your RBI complaint against the loan recovery agent online

If the lender does not reply within 30 days, rejects your complaint or gives an unsatisfactory reply, file with the RBI Ombudsman. You must do this within one year of the lender's reply, or within one year and 30 days of your original complaint if there was no reply.

1. 1Go to cms.rbi.org.in and choose 'File a Complaint'.
2. 2Enter your mobile number and verify it with the OTP.
3. 3Select the lender (bank, NBFC or other regulated entity) and the category of complaint, such as recovery agent or harassment.
4. 4Describe what happened in short, factual points with dates.
5. 5Upload your evidence and a copy of your complaint to the lender and its reply, if any.
6. 6Submit and note the complaint number. You can track it on the same portal.

RBI complaint email ID and contact number

If you cannot file online, email the complaint to crpc@rbi.org.in, or post it to the Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh 160017. For help with filing or tracking, call RBI's contact centre on the toll-free number 14448. These are RBI's official complaint channels; you do not need an agent or a fee to use them.

Step 4: Report threats to the police or cyber crime portal

The RBI Ombudsman deals with the lender's conduct. Threats to harm you, extortion, defamation or morphed photos are also crimes. Report them at cybercrime.gov.in or on helpline 1930, and file a police complaint with your evidence. If the app is not linked to any RBI-regulated lender, report it on RBI's Sachet portal.

What happens after you file?

The Ombudsman asks the lender for its response and tries to resolve the complaint by facilitation or conciliation. If that fails, it can pass an award directing the lender to act. Under the RBI Integrated Ombudsman Scheme, 2021, the award can include compensation of up to ₹20 lakh for a proven financial loss, plus up to ₹1 lakh for your time, expenses, harassment and mental anguish. RBI can also take supervisory action against lenders whose agents repeatedly break the rules.

How to complain against loan recovery agents of NBFCs and loan apps

NBFCs, housing finance companies and the lenders behind loan apps are covered by the same scheme as banks, so an RBI complaint against recovery agents of an NBFC follows exactly the same steps. For a loan app, first check the regulated lender's name in the Key Fact Statement or loan agreement; your complaint goes against that lender, not the app. If no RBI-regulated lender is named, the RBI Ombudsman cannot act, and the app should be reported on Sachet and to the cyber police.

When the RBI Ombudsman will not take the complaint

• You did not complain to the lender first.
• The same matter is already before a court, tribunal or arbitrator.
• The complaint is against an unregulated lender or app (report these on Sachet and to the police).
• The time limits above have passed.

Conclusion: an RBI complaint against recovery agents works in order

An RBI complaint against recovery agents follows a set order: evidence, a written complaint to the lender, then the RBI Ombudsman after 30 days, and the police for threats. Most harassment stops once the lender knows a complaint is on record. If the calls are affecting your work or family, our legal experts can write to the lender for you and handle communication while your dues are settled in writing.