To complain against loan recovery agent harassment in India, write to the lender first and keep proof. If it does not reply within 30 days, or its reply does not resolve things, a complaint can go to the RBI Ombudsman at cms.rbi.org.in within 90 days, provided the lender is one the 2026 scheme covers.
The complaint is against the lender, not the agent. The Reserve Bank - Integrated Ombudsman Scheme, 2026 handles complaints of deficiency in service by regulated entities, and the collector is acting for one.
Which scheme applies now?
The RBI’s FAQ on the scheme, which this desk read on 4 October 2026, says RB-IOS 2026 “comes into force with effect from July 1, 2026” and replaces the 2021 scheme. Complaints received before 1 July 2026, and appeals and awards arising under the old scheme, stay under RB-IOS 2021.
How to complain against loan recovery agent harassment, stage by stage
The 2026 column is the RBI FAQ as read on 4 October 2026. The 2021 column is Vinod Kothari Consultants’ comparison of the two schemes, read the same day; we did not read the 2021 scheme text itself.
| Stage | RB-IOS 2021 (Vinod Kothari) | RB-IOS 2026 (RBI FAQ) |
|---|---|---|
| Before the Ombudsman | Not in the comparison read | Approach the lender first, with proof of that complaint |
| Wait for the lender | Not in the comparison read | 30 days, or a longer RBI, NPCI or card-network time, whichever is higher; sooner if a reply leaves you dissatisfied |
| Filing window | 1 year from the lender’s reply; 1 year + 30 days if no reply | 90 days from that wait expiring or the lender’s last communication, whichever is later |
| Amount in dispute | No cap | No limit |
| Consequential loss | Up to Rs 20 lakh | Up to Rs 30 lakh |
| Time, expenses, harassment, mental anguish | Up to Rs 1 lakh | Up to Rs 3 lakh, in addition |
| Appeal by the complainant | Not in the comparison read | To the Appellate Authority within 30 days of receiving the Award |
The window is the change that catches people out: a year’s wait, as the old comparison describes, is now far outside it.
What to put in the complaint to the lender
Write to the lender’s grievance redressal officer, through whatever route its own site or app names, and keep the acknowledgement: the FAQ says a complaint filed without first approaching the lender, with proof, is not taken up. List each call, visit or message with dates and numbers, and attach screenshots and call logs.
The conduct rules that make those records matter are in our pieces on what time a recovery agent can call you, whether an agent can come to your home and whether agents can call your relatives. The FAQ read does not name recovery agents; whether a complaint about an agent’s conduct is upheld is for the Ombudsman.
For an NBFC there may be a step inside the lender as well, covered in the NBFC Internal Ombudsman.
Does the RBI Ombudsman cover loan apps?
Only where the lender behind the app is covered. The FAQ lists commercial banks, regional rural banks and co-operative banks within its thresholds, and RBI-registered NBFCs that either are authorised to accept deposits or have customer interface with an asset size of Rs 100 crore and above. Housing finance companies, core investment companies and several other NBFC types are excluded. Coverage turns on those conditions.
So find the lender named in your loan agreement before filing. An app that names no covered lender leaves this route with nobody to complain against.
Questions borrowers ask
How do I complain about loan recovery agent harassment to RBI?
Complain to the lender in writing first and keep proof that you did. If there is no reply within 30 days, or the reply does not satisfy you, the RBI FAQ says a complaint can go to the RBI Ombudsman online at cms.rbi.org.in, by email to crpc@rbi.org.in, or by post to the Centralised Receipt and Processing Centre in Chandigarh.
Can I file a police complaint against a loan recovery agent?
This desk read no police or criminal-law source for this piece, so we will not set out that procedure. What the RBI FAQ does say is that a pending police investigation or criminal proceeding is not treated as the same grievance, so going to the police does not on that ground bar a complaint to the Ombudsman.
What is the time limit to file a complaint with the RBI Ombudsman?
Under RB-IOS 2026 the complaint must be made within 90 days of the date the lender’s response time expires, or of the lender’s last communication, whichever is later. The original complaint to the lender must also fall within the Limitation Act, 1963. Vinod Kothari’s comparison gives the 2021 scheme’s window as one year from the lender’s reply.
What compensation can the RBI Ombudsman award?
The RBI FAQ says there is no limit on the amount in dispute. For consequential loss the Ombudsman can award up to Rs 30 lakh, and in addition up to Rs 3 lakh for the complainant’s lost time, expenses, harassment or mental anguish. Those are ceilings, not entitlements; the FAQ read does not say what any harassment complaint will receive.
None of this is legal or financial advice, and a complaint does not cancel the debt. Borrow only from a lender you can verify with the regulator directly, and keep every record from the first call: under the 2026 scheme the clock runs in days, not years.