How to complain about a recovery agent

You have the right to complain about a recovery agent who crosses a line. This guide explains the two steps, what to include and what a complaint can and cannot do.

Before you complain about a recovery agent: build your record

A complaint is only as strong as the record behind it. Before you write anything, gather what you have in one place.

• A list of calls with date, time, number and the name the caller gave.
• Screenshots of call logs, SMS, WhatsApp messages and voice notes.
• Notes on any visit to your home or office: date, time, names, what was said.
• Details of anyone else contacted, such as family members, friends or colleagues.
• Your loan account number and the lender’s name.

Keep your notes factual. “Called at 9:40 PM on 12 August from this number, used abusive words” is more useful than “they harass me all the time”.

If you have more than one loan, make sure you know which lender each agent represents. Agents must identify themselves and the lender, so a caller who refuses is itself worth noting.

Step 1: Write to your lender

Every regulated lender must have a grievance redressal process and a grievance officer (sometimes called a nodal officer). Their details are usually on the lender’s website, in your loan documents, or available from customer care.

When you complain about a recovery agent, put it in writing to the lender’s grievance officer and keep a copy with the date.

Write a short, clear email or letter. Include:

1. Your name, contact details and loan account number.
2. A plain description of the conduct, with dates and times.
3. Which RBI expectations you believe were not followed, in simple words (for example, calls after 7 PM, calls to family members, threatening language).
4. What you are asking for: that recovery contact follows RBI rules, that communication is made only with you, and that the lender confirms whether the agent was authorised.
5. Your attachments, listed one by one.

Send it by email so you have a timestamp. If you use a letter, keep proof of dispatch. Save any complaint or reference number the lender gives you.

Step 2: Escalate to the RBI Integrated Ombudsman

If the lender does not reply within 30 days, or you are not satisfied with its reply, you can take your complaint to the RBI Integrated Ombudsman. This is a free service run by RBI for customers of regulated entities.

You can file online at cms.rbi.org.in. You will usually need:

• Your details and the lender’s details.
• A copy of your complaint to the lender and any reply.
• A clear summary of what happened and what you are asking for.
• Your supporting documents.

The scheme has time limits for filing after the lender’s reply, so try not to wait too long. The website explains the current rules and lets you track your complaint.

Stage	Where	When to move on
1	Lender’s customer care or grievance officer	No reply in 30 days, or reply not satisfactory
2	RBI Integrated Ombudsman (cms.rbi.org.in)	Follow the process and timelines on the portal
Any time	112	If you or your family feel unsafe or are threatened

What a complaint can and cannot do

A complaint puts the conduct on record and asks the lender and, if needed, RBI’s Ombudsman to look at it. It can lead to the lender reviewing how your account is handled.

A complaint helps put the issue on record, but you should not expect a fixed result when you complain about a recovery agent.

It does not cancel your loan, waive your dues, or change your credit report by itself. Your repayment and your right to fair treatment are two separate questions. It is wise to work on both at the same time, calmly.

It also does not guarantee that every call stops at once. It creates a clear, official trail, which matters if the behaviour continues.

Common mistakes to avoid

• Sending an angry message instead of a factual one.
• Complaining without dates, numbers or screenshots.
• Skipping the lender and going straight to the Ombudsman before 30 days, unless the lender has already replied.
• Posting the agent’s details or your loan details on social media.
• Stopping communication with your lender entirely. Keep talking to them about your account.

For situations that involve threats of physical harm, call 112. Where something may need legal review, such as a notice or a threat of legal action, an independent panel advocate can look at it with you.

What to do next

1. Gather your call log, screenshots and visit notes into one folder.
2. Write a clear complaint to your lender’s grievance officer and save the reference number.
3. If there is no reply in 30 days or it’s not satisfactory, file at cms.rbi.org.in.
4. Get help with recovery problems if you want support organising your record, and read our guide on the 8 AM to 7 PM call rule.

The complaint route after the lender is the RBI complaint portal. If you still need to complain about a recovery agent, gather your dates, numbers and screenshots first.

In short: To complain about a recovery agent, build your record first, then write to the grievance officer before moving to the next step.