A wallet or UPI app has not resolved my complaint. Who do I take it to?
A wallet issued by a company that is not a bank is a prepaid payment instrument, and its issuer is covered by RBI's Integrated Ombudsman Scheme, 2026. Complain to the issuer first. If 30 days pass with no reply, or the longer time RBI or NPCI rules set, or the reply does not satisfy you, file with the RBI Ombudsman within 90 days after that on cms.rbi.org.in. It is free.
A UPI payment works differently. RBI's FAQ lists banks, certain NBFCs, non-bank wallet issuers and credit information companies, and does not name UPI apps or payment aggregators. When money left your bank account through UPI, the complaint that can reach the Ombudsman is the one against your bank. RBI says complaints against entities outside the Scheme may go to its other arrangements, including the Consumer Education and Protection Cells.
The route checker works out your Ombudsman dates once you have complained to the bank or wallet issuer.
If this is where you are
My bank or lender is holding my property papers, letting agents harass me, or has not given back money from a transaction I did not make or that failed.
Bank dispute letter that cites the RBI rule
A letter to the bank that cites the RBI rule it has to follow, with your dates, and a sheet with your deadlines and the Ombudsman window.
₹299₹499
Launch price until 30 November
Common questions
Is there an NPCI step for UPI?
NPCI publishes its own UPI dispute process. We could not open its pages to confirm the order of steps, so we do not set it out here.
What can the Ombudsman award?
Consequential loss up to ₹30 lakh, plus up to ₹3 lakh for time, expenses and harassment.
Want this handled for you? Tell us where you stand and we prepare the papers and take you through the filing.