How to File an RBI Complaint Against Recovery Agent Harassment in India
Published: 18 August 2026 | By Loan Free Financial Services Advisory Team
Quick answer — how to complain about a recovery agent
Step 1: File a written complaint with your lender's Grievance Redressal Officer. Step 2: If unresolved within 30 days, escalate to the RBI Ombudsman at cms.rbi.org.in or call 14448. Step 3: For criminal conduct (threats, abuse, intimidation), file a police FIR. For digital lending app harassment additionally, report on cybercrime.gov.in or call 1930. There is no fee to use the RBI CMS portal.
Recovery agent misconduct — abusive calls, late-night calls, threatening messages, contacting your family — is not just wrong; it is a violation of the RBI Fair Practices Code and may additionally constitute a criminal offence. This guide explains exactly how to document violations, escalate complaints and access your legal remedies.
Before you complain — document everything
Strong documentation makes your complaint significantly more effective. Before filing, gather:
- Call logs: Screenshot showing time, date and caller number. Save the log.
- Call recordings: If you recorded the conversation (legal in India for personal use), save the file.
- Messages/WhatsApp: Screenshot all threatening or abusive messages. Do not delete them.
- Emails and letters: Save all written communications from the lender and recovery agency.
- Witness details: Name and contact of any person who was present during a home visit or who received harassing calls.
- Loan account details: Your account number, lender name, loan type and outstanding amount.
Step-by-step complaint escalation process
Lender's Grievance Redressal Officer (GRO)
Where: The lender's official website must publish GRO contact details under their "Grievance Redressal" or "Customer Service" section.
How: File a written complaint (email preferred) stating the specific violations — dates, times, nature of harassment, agent details if known.
Timeline: The lender must acknowledge within 7 days and resolve within 30 days. You receive a complaint reference number.
Lender's Nodal Officer (if GRO is unresponsive)
Where: Also listed on the lender's website.
When: If the GRO does not respond within 7 days or does not resolve within 30 days.
How: Forward your GRO complaint to the Nodal Officer with a note that the lower-level complaint was not resolved in time. Keep the GRO complaint reference.
RBI Integrated Ombudsman — cms.rbi.org.in
Eligible complaints: Against banks and qualifying NBFCs (assets ≥ ₹100 crore) regulated by the RBI.
When to use: Only after exhausting the lender's internal process (or if the lender does not respond within 30 days).
How: File at cms.rbi.org.in. Alternatively, call 14448 for telephone assistance or write to your regional RBI office. Filing is free. You can track your complaint online with the reference number.
Required: Your complaint should include the GRO complaint reference number, the lender's response (or absence of it), and all evidence.
Police FIR — for criminal conduct
When: If the recovery agent made criminal threats, used abusive/obscene language, intimidated physically, made false police impersonation, or engaged in extortion.
How: Visit your nearest police station or cyber police station. Bring your call log screenshots, recordings and any other evidence. File a First Information Report (FIR) under applicable IPC sections. Keep a copy of the FIR for your records.
For digital lending app harassment: Additionally file on cybercrime.gov.in or call 1930 (National Cyber Fraud Helpline).
Template — complaint to Grievance Redressal Officer
[Bank/NBFC Name]
[GRO Email Address from lender's website]
Subject: Formal Complaint — Illegal Recovery Agent Conduct — Account No. [YOUR ACCOUNT NUMBER]
Dear Sir/Madam,
I am writing to formally complain about the conduct of a recovery agent acting on behalf of [Bank/NBFC Name] regarding my loan account [Account Number].
Nature of violation: [Describe specifically — e.g., "The agent called me at [time] on [date], which is outside the RBI-permitted window of 8 AM to 7 PM. The agent used abusive language and threatened [describe]."
Evidence: I attach screenshots of my call log showing [describe]. [Attach call recordings, message screenshots as applicable.]
I request immediate action against the assigned recovery agent and a written confirmation that the violations will not recur. I expect resolution within 30 days as mandated under the RBI Integrated Ombudsman Scheme framework. If this complaint is not satisfactorily resolved within 30 days, I will escalate to the RBI Ombudsman at cms.rbi.org.in.
Yours faithfully,
[Your Name]
[Your Mobile Number]
[Date]
Frequently asked questions
First, file a written complaint with the lender's Grievance Redressal Officer. If unresolved within 30 days, escalate to the RBI Ombudsman at cms.rbi.org.in or call 14448. Filing is free. You can track your complaint online.
The RBI Complaint Management System (CMS) at cms.rbi.org.in is the official portal for filing complaints against RBI-regulated entities in India. It is free, online, and allows you to track your complaint. You can also call 14448 for assistance.
Yes. If a recovery agent used criminal threats, abusive language, intimidation or physical force, you can file an FIR at your nearest police station. For digital lending app harassment, additionally file at cybercrime.gov.in or call 1930.
No. Filing a complaint with the RBI Ombudsman at cms.rbi.org.in is completely free. Be cautious of anyone who charges you to file an RBI complaint — this is a scam.