How to Complain Against a Recovery Agent, Step by Step
From your first written complaint to the RBI Ombudsman, here's how to escalate harassment and what to keep as evidence.
If a recovery agent is threatening you, calling at odd hours or harassing your family, you don't have to just take it. There's a clear route to complain, and it costs nothing.
Step 1: Build your evidence
A complaint with evidence gets taken seriously. Start collecting it today:
- A call log. Date, time, phone number and a short note of what was said, for every call.
- Screenshots of SMS, WhatsApp messages and any social media posts.
- Recordings, where you've legally made them, of abusive or threatening calls.
- Visit details. Name of the agent and agency, and whether they showed an ID and authorisation letter.
- Witnesses. Family members or colleagues who were contacted.
Step 2: Write to the lender
Every bank and NBFC has a grievance redressal officer, and their details are usually on the lender's website. Write to them by email (so you have a record) and include:
- Your name, loan account number and contact details
- What happened, with dates and times
- Your evidence as attachments
- What you want: the harassment to stop, the agent to be removed, and a written response
Keep the acknowledgement or complaint reference number.
Step 3: Escalate to the RBI Ombudsman
If the lender doesn't reply within 30 days, or you're not satisfied with its reply, you can complain to the RBI Ombudsman under the Reserve Bank – Integrated Ombudsman Scheme. It's free and you don't need a lawyer.
- Online: cms.rbi.org.in
- Helpline: 14448
- Email: crpc@rbi.org.in
- Post: Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017
File within one year of the lender's reply, or within one year and 30 days of your original complaint if the lender didn't reply. Attach your complaint to the lender, its reply if any, and your evidence. You'll get a complaint number to track progress. The Ombudsman can't take up a matter that's already being heard in court.
Step 4: Go to the police for threats
Threats of violence, someone forcibly entering your home, or refusing to leave are criminal matters. Don't wait for the Ombudsman. File a police complaint, and call 112 in an emergency.
Step 5: Deal with the debt itself
A complaint can stop the harassment, but the dues remain. The calls end for good when the account is resolved. If you've missed a few EMIs, clearing them and foreclosing usually works best for your CIBIL; see settlement vs foreclosure. If you're juggling several loans, consolidation may help.
Template line for your complaint: "I am writing to report harassment by your recovery agent in breach of RBI's guidelines on recovery practices. Details and evidence are attached. Please stop this conduct immediately and respond in writing within 30 days."
Frequently asked questions
Is it free to complain to the RBI Ombudsman?
Yes. Filing a complaint under the Integrated Ombudsman Scheme is free, and you can do it online at cms.rbi.org.in.
Do I need to complain to the lender first?
Yes. You must first complain to the lender. If it doesn't reply within 30 days or you're unhappy with its response, you can go to the Ombudsman.
Can I file a police complaint against a recovery agent?
Yes, for threats, intimidation, trespass or violence. These are criminal matters and you don't need to wait for the Ombudsman.
This article is general information, not financial or legal advice. Rules and lender policies change, so check the latest RBI notifications and your loan documents before acting.