Common Issues:
□ Unauthorized transactions
□ Fraudulent charges
□ Incorrect interest calculation
□ Wrongful late fee
□ Reward points not credited
□ Annual fee charged wrongly
□ Double billing
□ Merchant dispute (goods/services issue)
□ Foreign transaction disputes
□ EMI conversion problems

Common Issues:
□ Interest rate discrepancy
□ Processing fee overcharge
□ Foreclosure charges disputes
□ Insurance bundling without consent
□ Prepayment penalty disputes
□ Documentation charges issues
□ Wrong EMI calculation
□ NOC/closure issues
□ Title document not returned
□ Hidden charges discovered

Common Issues:
□ Wrong personal information
□ Loan not reported as closed
□ Incorrect payment history
□ Duplicate accounts
□ Account you didn't open
□ Wrong default marking
□ Outdated information
□ Mixed files (someone else's data)

Always Start Here:
1. Call customer care helpline
2. Note down complaint number
3. Get name of executive (if possible)
4. Ask for resolution timeline

Important:
- Document everything
- Keep records of all communications
- Note date, time, person spoken to

If Phone Call Doesn't Work:
1. Email to official customer care email
2. Send physical letter to branch/nodal office
3. Request written acknowledgment
4. Keep copies of everything

Email Format:
Subject: Complaint - [Issue] - [Account Number]
- Date
- Account/Card number
- Clear description of issue
- What resolution you want
- Your contact details
- Request response timeline

To,
The Branch Manager/Customer Care Head
[Bank Name]
[Address]

Subject: Complaint regarding [Issue] - A/c No: XXXXX

Dear Sir/Madam,

I am [Name], holding account/card no. [Number] with your bank.

I wish to bring to your notice [describe problem in detail with dates].

Despite contacting customer care on [dates], the issue remains unresolved.
Complaint reference numbers: [List previous references].

I request you to:
1. [Specific action you want]
2. [Any compensation expected]
3. Provide written response within 15 days

Please treat this as urgent.

Regards,
[Name]
[Contact details]
Date: [Date]

Escalate If:
- No response within 7-10 days
- Unsatisfactory response from customer care
- Issue not resolved
- Need to document for further escalation

Bank's Nodal Officer:
- Every bank has Principal Nodal Officer
- Details on bank's website
- Usually handles within 15 days

Where to Find:
1. Bank's official website > Contact Us > Grievance
2. RBI's Bank-wise Nodal Officer list
3. Branch notice boards
4. Annual report

Information Needed:
- Nodal Officer name
- Email address
- Postal address
- Phone number

To: [Nodal Officer Email]
CC: [Customer Care Email]
Subject: Escalation - Unresolved Complaint [Reference No.]

Dear [Nodal Officer Name],

I am escalating my unresolved complaint dated [Date]
with reference number [Ref No.].

Issue: [Brief description]

Previous Attempts:
- [Date]: Customer care call - No resolution
- [Date]: Email sent - No response
- [Date]: Branch visit - Issue persists

Attachments:
- Original complaint copy
- Previous correspondence
- Supporting documents

I request your urgent intervention. If unresolved,
I will be constrained to approach Banking Ombudsman.

Regards,
[Name]
[Contact]
Date:

Prerequisites:
1. Already complained to bank
2. Bank didn't respond within 30 days OR
3. Bank rejected complaint OR
4. Bank's resolution is unsatisfactory
5. Complaint is within 1 year of bank's final response

Jurisdiction:
- All commercial banks
- Scheduled urban cooperative banks
- Regional rural banks
- NBFCs (limited scope)

Credit Card Issues:
□ Non-adherence to prescribed terms
□ Delayed billing statement
□ Wrong charges
□ Failure to provide information
□ Unsolicited card issues

Loan Issues:
□ Refusal to release securities
□ Loan account closure delays
□ Prepayment/foreclosure issues
□ Documentation delays
□ Wrong interest charges

Online Filing (Recommended):
1. Visit: cms.rbi.org.in
2. Create account
3. Fill complaint form
4. Upload documents
5. Submit - get tracking ID

Offline Filing:
1. Download form from RBI website
2. Fill completely
3. Send to concerned BO office
4. Keep acknowledgment copy

Essential Documents:
□ Copy of complaint to bank
□ Bank's response (if any)
□ Account/loan documents
□ Statement showing issue
□ Previous correspondence
□ Supporting proof
□ ID proof

Format:
- Keep copies clear
- Number pages
- List of documents
- Organize chronologically

Offices Across India:
- Delhi, Mumbai, Chennai, Kolkata
- Bengaluru, Hyderabad, Ahmedabad
- And many more regional offices

Find Your Office:
- Based on bank branch location
- RBI website has full list
- Contact: toll-free 14448

Standard Process:
1. BO receives complaint: Day 1
2. Forwarded to bank: 7-10 days
3. Bank response: 30 days
4. BO mediation: If needed
5. Award/rejection: Usually 30-60 days

Total: 1-3 months typically

Note: Pandemic/backlog may extend timeline

BO Can:
1. Direct bank to resolve issue
2. Award compensation (up to ₹20 lakhs)
3. Direct specific action
4. Reject complaint (if no merit)

If Award Given:
- Bank must comply within 30 days
- Non-compliance is serious
- Can be further escalated

Covers:
- Banking Ombudsman
- NBFC Ombudsman  
- Digital Payments Ombudsman

Single Portal:
- rbi.org.in/Scripts/Complaints.aspx
- Or cms.rbi.org.in

Steps:
1. Visit cms.rbi.org.in
2. Click "File a Complaint"
3. Register with email/mobile
4. Select complaint category
5. Enter bank/NBFC details
6. Describe issue
7. Upload documents
8. Submit

After Filing:
- Receive reference number
- Track status online
- Bank must respond to RBI

Consider Consumer Forum If:
- BO didn't give satisfactory resolution
- Issue is deficiency in service
- Want compensation beyond BO limits
- Complex case needing adjudication

Note:
- Can file directly without BO
- But BO is faster and free

Based on Compensation Claimed:

District Forum:
- Up to ₹1 crore
- Most common
- In your district

State Commission:
- ₹1 crore - ₹10 crore
- State capital

National Commission:
- Above ₹10 crore
- New Delhi

Information Needed:
1. Parties (you and bank)
2. Facts of the case
3. Relief sought
4. Supporting documents

Fee:
- ₹100-500 for lower amounts
- Higher for larger claims
- Much cheaper than civil court

Typical Timeline:
- First hearing: 2-3 months
- Final order: 6 months - 2 years
- Depends on complexity

Advantage:
- Faster than civil courts
- Consumer-friendly
- Can order compensation

Consider Only If:
- Ombudsman and consumer forum failed
- Very large amounts involved
- Complex legal issues
- Criminal elements involved

Disadvantages:
- Expensive (lawyer fees)
- Time-consuming (years)
- Formal procedures
- Uncertain outcome

Step 1: Get Credit Report
- Free annual report from bureaus
- Paid reports anytime

Step 2: Identify Errors
- Check personal details
- Verify accounts listed
- Check payment history
- Note specific errors

Step 3: File Dispute Online
- Create account on CIBIL website
- Go to Dispute Center
- Select specific entry to dispute
- Provide explanation
- Upload supporting docs

CIBIL Process:
1. Dispute filed: Day 1
2. CIBIL sends to bank: 7 days
3. Bank investigation: 21 days
4. Bank response to CIBIL: By day 30
5. CIBIL updates report: 7 days
6. Total: 30-45 days

If Not Resolved:
- Escalate to CIBIL
- Approach BO against bank

India Has 4 Bureaus:
1. CIBIL (TransUnion)
2. Experian
3. Equifax
4. CRIF Highmark

Each Has Own Process:
- Similar to CIBIL
- File separately if needed
- Same lender reports to multiple

Immediate Steps:
1. Call bank immediately (within 24 hrs)
2. Block the card
3. File dispute in writing
4. File cyber complaint (if fraud)

Bank's Liability:
- Zero liability if reported quickly
- Limited liability (varies)
- Check card's T&C

Resolution Time: 30-90 days typically

Common Issues:
- Closed loan showing active
- Wrong default marking
- Someone else's account
- Wrong personal details

Resolution:
1. Dispute with CIBIL
2. Also write to lender
3. Follow up regularly
4. Get correction confirmation

Issues:
- NOC not provided
- Documents not returned
- Wrong amount demanded
- Property mortgage not cleared

Steps:
1. Written request to bank
2. Get stamped acknowledgment
3. Follow RBI circular timelines
4. Escalate if delayed

RBI Guidelines:
- NOC within 15 days of closure
- Documents within 15 days
- Mortgage release within 30 days

Problem:
- Insurance bundled without consent
- Told it's mandatory
- Premium not disclosed clearly

Resolution:
1. Write to bank citing mis-selling
2. Demand premium refund
3. Reference RBI guidelines
4. Approach IRDAI if insurance issue
5. BO for bank's role

Always Maintain:
□ Original loan/card documents
□ All statements
□ Correspondence copies
□ Call recordings (if legal)
□ SMS/email records
□ Payment receipts
□ Complaint references
□ BO filing acknowledgment

Create Dispute File:
1. Chronological order
2. Index page
3. Numbered pages
4. Key dates highlighted
5. Summary note on top

Written Communication:
- Always in writing (email/letter)
- Clear, factual language
- Specific dates and amounts
- What resolution you want
- Reasonable timeline
- Reference previous correspondence
- Keep it professional (no abuse)

Useful References:
1. Master Circular on Credit Card Operations
2. Customer Service Standards
3. Fair Practice Code for Lenders
4. Integrated Ombudsman Scheme 2021
5. Banking Codes & Standards Board (BCSBI)

Where to Find:
- RBI website > Notifications
- Bank's website > Fair Practice Code
- BCSBI website

Key Provisions:
- Unfair trade practices
- Deficiency in service
- Unfair contract terms
- Right to be heard
- Speedy redressal

Do:
✓ Be factual and specific
✓ Document everything
✓ Follow proper escalation chain
✓ Give reasonable timelines
✓ Reference regulations
✓ Stay persistent but professional
✓ Keep copies of everything

Avoid:
✗ Abusive language
✗ Unreasonable demands
✗ Skipping steps (direct BO)
✗ Missing deadlines
✗ Exaggerating claims
✗ Threatening without basis
✗ Giving up too quickly