RBI Flags Bank Gaps: Is Your Dispute Safe?

RBI has told banks to fix serious gaps in how they handle customer transaction complaints. If your bank doesn't follow proper dispute rules, you could lose money with no recourse. Here's what this means for you.

Here's what happened: RBI reviewed banks' internal policies on customer transaction disputes and found significant compliance and implementation gaps across institutions.. Key issues flagged include inconsistent turnaround times on complaints, improper burden-shifting onto customers for documentation, and weak escalation mechanisms.. RBI has directed banks to review and fix these gaps — signalling potential supervisory action if customer dispute frameworks are not strengthened..

What you should do: File every transaction dispute IN WRITING (email or app) immediately — verbal complaints have no timestamp and are harder to escalate later.. Track your complaint date: if your bank hasn't resolved an unauthorised electronic transaction within 10 working days, formally demand the ₹100/day delay compensation you're owed under RBI rules.. Escalate unresolved or wrongly rejected disputes to RBI's Integrated Ombudsman at cms.rbi.org.in — it's free, and banks are legally required to respond within 30 days..

Pro tip: Always use your bank's official app or email to raise disputes — not a phone call. A written complaint with a reference number is the only format the RBI Ombudsman will accept as proof you escalated correctly.

For complaints against banks or NBFCs, our RBI complaint guide explains the free RB-IOS 2026 route.