How to Complain Against a Loan App in India: RBI Sachet, Ombudsman, Cyber Crime and Police (Step-by-Step)
Updated: 4 days ago
Harassing calls at midnight. Messages to your relatives. Fees you never agreed to. A "legal notice" that looks fake. When a loan app crosses the line, most borrowers know they should complain but have no idea where to start, and the fear of making things worse keeps them silent.
The truth is that complaining, done properly, protects you. It creates an official record, puts pressure on the lender, and in many cases is what finally makes the calls stop. This guide walks you through every channel available in India, which one to use for which problem, and exactly what to include so your complaint is taken seriously.
Before you complain: gather your evidence
A complaint is only as strong as its evidence. Before filing anywhere, collect:
The name of the loan app and, if available, the bank or NBFC that lent you the money
Your loan agreement, Key Fact Statement, sanction message or any loan ID
Screenshots of the amount borrowed, the amount actually credited and the amount being demanded
Payment receipts and UPI transaction IDs for everything you have paid
Screenshots of threatening or abusive messages, with dates and phone numbers visible
Call logs and, where lawful, call recordings
Messages your contacts received, forwarded to you with the sender's number
Save everything in a single folder on your phone and email it to yourself as a backup. Write a short timeline: when you borrowed, when payments were due, when harassment started and what was said.
Step 1: Find out if your lender is regulated
The right complaint route depends on who lent you the money. Look for the bank or NBFC named in the loan agreement or Key Fact Statement, and check it on the RBI's list of registered NBFCs.
If the lender is a bank or RBI-registered NBFC, you can use the lender's grievance process and then the RBI Integrated Ombudsman.
If no regulated lender is named, or the company is not registered, focus on the RBI Sachet portal, cyber crime reporting and the police.
Our guide on checking if a loan app is RBI approved explains this step in detail.
Step 2: Complain to the lender's grievance officer
Every regulated lender must have a grievance redressal officer, and digital lenders must display the officer's contact details in the app and on their website. Write an email that includes:
Your name, registered mobile number and loan ID
A clear description of the problem, for example harassment by recovery agents, incorrect charges or contact with your relatives
Dates, phone numbers and screenshots as attachments
What you want: harassment to stop, charges corrected, a revised repayment plan or a settlement
A request for a written response within the timeline set by RBI rules
Keep the acknowledgement email. Lenders are expected to resolve complaints within a defined period, and the RBI Ombudsman route generally opens if the lender rejects your complaint or does not reply within 30 days.
Step 3: Escalate to the RBI Integrated Ombudsman
If the lender is regulated and does not resolve your complaint within 30 days, or you are unhappy with the reply, you can file a complaint under the RBI Integrated Ombudsman Scheme through the RBI's online complaint management system. It is free and does not need a lawyer.
Attach your original complaint to the lender, their reply if any, and your evidence. Clearly state the relief you want. The Ombudsman can examine deficiencies in service such as harassment by recovery agents, unfair charges and non-compliance with RBI directions.
Step 4: Report the app on the RBI Sachet portal
The RBI's Sachet portal is designed for reporting unauthorised entities and illegal financial activity. Use it if the loan app is not linked to any regulated lender, if you suspect fake lending activity, or if the app is collecting money without authorisation. Include the app name, download link, phone numbers, UPI IDs and screenshots.
Step 5: Report to cyber crime: helpline 1930 and the national portal
If you face threats, morphed photos, messages to your contacts or extortion, report it as cyber crime:
Call the national cyber crime helpline 1930
File a complaint on the national cyber crime reporting portal, choosing the category that matches what happened, such as financial fraud or harassment
Upload screenshots and note down the complaint acknowledgement number
If you have been tricked into paying money to fraudsters, call 1930 as quickly as possible. Fast reporting improves the chance of freezing the money.
Step 6: File a police complaint
For serious threats, extortion or circulation of obscene or morphed images, go to your local police station or the cyber crime police station in your city. Take printed screenshots and your timeline. Ask for the complaint to be registered and get a copy or acknowledgement. Such conduct can amount to criminal intimidation, extortion and offences under the Information Technology Act.
If you are in immediate danger, call 112.
Step 7: Report the app on the Play Store
If the app was downloaded from the Google Play Store, use the "Flag as inappropriate" option on the app's page and describe the harassment. Repeated reports help get abusive apps reviewed and removed.
Which complaint should you file first?
Use this simple rule of thumb:
Threats, morphed photos, extortion: cyber crime 1930 and police first, then everything else
Regulated lender, harassment or wrong charges: lender grievance officer first, then RBI Ombudsman after 30 days
Unregulated or fake app: RBI Sachet, cyber crime portal and Play Store report
Fake legal notice: read our guide on legal notices from loan apps before responding
Many borrowers file in more than one place at once, and that is perfectly fine.
Mistakes that weaken a complaint
Deleting messages in anger before taking screenshots
Sending abusive replies that the other side can use against you
Filing without a loan ID, app name or phone numbers
Paying unofficial UPI IDs and then having no proof of what was paid
Forgetting to note complaint numbers and dates for follow-up
A complaint is not a substitute for a plan
Complaints protect you, but they do not by themselves clear the debt. Once the immediate pressure is under control, you still need a realistic plan to resolve what you owe to regulated lenders, ideally through a documented settlement or revised repayment schedule.
How Payday Rescue helps
Payday Rescue helps loan app and payday loan borrowers across India organise their evidence, draft complaints to lenders and the RBI, and negotiate fair settlements with regulated lenders. We help you stop the cycle of borrowing from one app to pay another, and we keep everything confidential.
Start with a free consultation on WhatsApp, or use the free settlement estimate form on our homepage.
A sample complaint email to the lender's grievance officer
You can adapt this format:
"Subject: Complaint regarding harassment by recovery agents - Loan ID [number]. Dear Grievance Redressal Officer, I hold loan ID [number] availed through [app name] on [date]. Since [date], I have received repeated calls and messages from [numbers] using abusive language and contacting my family members and employer. Screenshots and call logs are attached. This conduct violates RBI guidelines on recovery practices. I request that you stop this harassment immediately, share the details of the recovery agency engaged, and communicate with me only in writing. I am also open to discussing a revised repayment plan or settlement. Kindly acknowledge this complaint and respond within the prescribed timeline. Regards, [Name, mobile number]."
Keep the email factual, attach evidence and save the sent copy.
How to follow up on your complaint
Note every complaint number, date and the portal or office where you filed it
Set a reminder to follow up after 7 days, then again after 30 days
Forward any new harassment to the same complaint thread as additional evidence
If the lender replies, respond in writing and keep the conversation on email
If nothing changes after 30 days with a regulated lender, escalate to the RBI Ombudsman
Persistence matters. Many borrowers see real change only after the second or third written follow-up.
Keeping yourself safe while complaints are processed
Complaints take time. While you wait, protect yourself:
Keep your phone permissions locked down and avoid installing new loan apps
Let unknown numbers go to voicemail if calls are overwhelming, and note them down
Share your complaint numbers with family so they know action is underway
Keep paying regulated lenders where you can, through official channels, to avoid fresh penalties
Filing a complaint is a sign of strength, not weakness. It tells lenders and their agents that you know your rights and are keeping a record.
Frequently asked questions
Is it free to complain to the RBI Ombudsman?
Yes. Filing a complaint under the RBI Integrated Ombudsman Scheme is free, and you do not need a lawyer.
How long should I wait for the lender to respond?
Generally, you can approach the Ombudsman if the lender rejects your complaint or does not respond within 30 days.
Can I complain if I have not repaid my loan?
Yes. Harassment and unfair practices are not allowed even if you are in default. Your right to complain does not depend on repayment.
Will complaining make the loan app harass me more?
In practice, formal complaints usually reduce harassment because lenders and their agents know there is now an official record.
More guides on this topic: Loan App Asking for Your Contacts or Photos? Your Data Privacy Rights Explained · Is Your Family Liable for Your Loan App Debt? Parents, Spouse, References and Legal Heirs Explained · Loan App Threatening to Send Morphed Photos or Message Your Contacts? What to Do Right Now
Related help: read your rights against recovery agents under RBI rules, or see how our payday and loan app settlement service can help you close the debt itself.
*Disclaimer: This article is general information and not legal advice. Processes and portals may change; check official RBI and government websites for the latest details.*
About Payday Rescue: Payday Rescue Pvt. Ltd. is a Bengaluru-based debt advisory and negotiation service that has helped 2K+ borrowers across India deal with payday, loan app, personal loan and credit card debt. We are not a lender, NBFC or law firm. Office: 1198, Basement Floor, 3rd Main, 8th Cross Rd, BDA Layout, Chandra Layout, Bengaluru 560026.
Talk to us: call or WhatsApp +91 98865 50910, email support@paydayrescue.in (Mon–Sat, 9am–9pm). About us · Contact · Free consultation
Last updated: October 2026.
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