How to Get Food License in India?
03 Dec, 2025
.webp "File a Consumer Complaint Against Banks")
By Online Legal India
Published On 16 Jun 2022
Updated On 24 Oct 2025
Category Consumer Dispute
Bank customers across India often face issues like unauthorised debits, failed UPI transfers, or incorrect deductions. When these transactions go unresolved, trust in the banking system weakens. However, the Consumer Protection Act, 2019, empowers every individual to take legal action against such wrongful transactions. With digital tools like the Online Dispute Resolution (ODR) system and RBI’s official platforms, filing a complaint is now simple and efficient. This blog explains how to file a consumer complaint against wrongful transactions at banks.
The persons who can file a consumer complaint against wrongful transactions at banks are listed below:
Account Holder
A person who holds a savings or current account can file a complaint if the bank deducts money without a valid reason. This includes cases where the bank processes a wrong debit or fails to credit the correct amount. If the account holder notices a mistake, they must report it to the bank within the specified time.
ATM or Card User
A customer who uses a debit or credit card can file a complaint if the transaction fails or the machine deducts money without dispensing cash. This also applies when the card is used without the user's knowledge. The person must report the issue as soon as they notice the error to avoid liability.
UPI User
A person who uses UPI apps such as Google Pay, PhonePe, or Paytm can file a complaint if the money is sent to the wrong person, deducted without confirmation, or not refunded after a failed transaction. The user must keep a screenshot or transaction ID to support the complaint.
Internet Banking User
A customer who uses net banking can file a complaint if the bank processes an incorrect transfer, fails to update the account balance, or adds extra charges. The person must submit proof such as bank statements or error messages when reporting the issue.
Legal Guardian or Authorised Representative
If the affected account belongs to a minor, senior citizen, or disabled person, their legal guardian or authorised person can file the complaint. The representative must provide identity proof and authorisation documents when submitting the complaint.
The reasons to file a consumer complaint against wrongful transaction at banks are as follows:
Unauthorised Debit
When the bank deducts money from the account without approval or knowledge of the customer, it becomes a serious concern. This includes frauds, hacked UPI transfers, or duplicate payments. The account holder must act quickly to prevent further loss.
Failed ATM Withdrawal with Account Debit
Sometimes the ATM does not dispense cash, but the amount still gets deducted from the account. If the bank does not reverse the amount within the standard time, the customer has the right to raise a formal complaint.
Wrong Account Transfer
If money gets transferred to a different account due to a system error or wrong internal processing, the affected person must file a complaint. This ensures correction and recovery of the lost amount.
Delay in Refund after Failed Transaction
When a failed UPI or net banking transaction does not reflect a refund within the RBI-stipulated timeline, it creates financial stress. Filing a complaint helps ensure the bank follows the refund rules and clears the dues.
Excess Charges or Hidden Fees
If the bank deducts charges not mentioned in the account terms, the customer can challenge it. This includes unexpected service charges, penalty deductions, or GST errors without prior notice.
No Response to Complaint
If the bank fails to respond to a previously raised issue within 30 days, the customer has the legal right to escalate the complaint to higher authorities or the Banking Ombudsman.
The steps to file a complaint against wrongful transactions at banks are as follows:
Step 1: Collect All Relevant Documents
Start with your bank statement and identify the exact transaction that appears incorrect. Note the transaction ID, date, amount, and the nature of the error. Take screenshots from your mobile banking app or net banking portal if needed. If you already contacted the bank earlier, collect emails, SMS alerts, and the previous complaint reference number. These records help you present a strong and clear case.
Step 2: Visit Your Bank’s Official Website or App
Go to the official website of your bank or open the mobile banking app. Locate the “Customer Care,” “Dispute Resolution,” or “Grievance Redressal” section. Every bank provides a secure portal for filing complaints. Do not use third-party sites. Use only the official platform to make sure your details reach the authorised team.
Step 3: Submit the Complaint Form
Open the complaint form on the bank’s website or app. Fill in your personal details such as name, mobile number, and account number. Enter the transaction date, amount, reference number, and describe the issue in clear words. Mention if the transaction was unauthorised, failed, or incorrectly processed. Attach supporting documents like bank statement, screenshot, or SMS proof. Double-check all inputs before you submit the form. After submission, you receive a complaint ID—note it down for future use.
Step 4: Call Customer Support if Needed
If the online form does not work or you do not receive confirmation, call your bank’s customer care number. Share your account details and transaction error. Request a complaint registration or ticket number during the call. Ask the support team to confirm your complaint through SMS or email. This provides official proof that the complaint has been registered.
Step 5: Follow Up Until You Get a Response
Your bank must resolve your complaint within 30 days as per RBI rules. If you do not receive any update, contact the bank again using the complaint ID. Use email, phone, or visit the nearest branch. Maintain a log of your communication—record the names of officers, date of response, and the solution offered. If the bank fails to provide a resolution, you can escalate the issue to the RBI’s Complaint Management System.
When a bank fails to resolve a disputed transaction—such as an unauthorised debit, failed UPI refund, or double deduction—you have the legal right to escalate the issue. The Consumer Protection Act, 2019, empowers every individual to seek redressal through a time-bound, structured process. The steps below explain how to file a complaint in a formal and effective manner.
Step 1: Draft a Formal Written Complaint
Start with a clearly written complaint addressed to the relevant Consumer Commission. Include your full name, residential address, contact number, and email ID. Specify your bank’s name, branch, account number, and complete details of the transaction—such as date, amount, and reference ID. Describe the issue precisely—whether it involves an unauthorised withdrawal, a failed reversal, or a wrongful charge. Attach a timeline of events and mention your communication with the bank, including complaint numbers, official names, and responses received. Clearly state the resolution you expect—refund, reversal, or compensation. Use formal and factual language without personal remarks.
Step 2: Collect and Organise Supporting Documents
Support your complaint with strong and relevant evidence. Keep all documents arranged in logical order and prepare scanned copies for online filing. Important documents include:
Bank Statement: Displays the disputed transaction
Transaction Receipt or UPI Reference: Validates the transfer
Email or SMS Record: Shows communication with the bank
Complaint ID or Acknowledgement Slip: Confirms your previous attempt to resolve the issue
Screenshot or Proof of Error: Highlights failed or incorrect deductions
Identity Proof: Confirms your ownership of the account
Legal Notice Copy (if sent): Proves a formal demand was made
Ensure each document directly relates to the complaint. Avoid attaching irrelevant files.
Step 3: Issue a Legal Notice to the Bank
Prepare a legal notice addressed to your bank’s registered office. Mention your name, account number, transaction details, and a summary of the issue. Refer to the complaint history and explain the steps already taken.
Clearly demand the action you seek—refund, correction, or formal explanation. Fix a deadline of 15 to 30 days for the bank to respond. This notice creates a formal record that you offered the institution a final opportunity before initiating legal proceedings. Retain a signed copy and postal proof.
Step 4: Approach the Appropriate Consumer Forum
If the bank fails to act within the set timeframe, you may escalate the matter before the relevant Consumer Disputes Redressal Commission. The Consumer Protection Act defines three levels of forums based on the total claim value, including product cost, financial loss, and compensation:
District Commission Dispute Resolution Commission (DCDRC): Accepts claims up to 1 crore
State Commission Dispute Resolution Commission (SCDRC): Handles claims above 1 crore up to 10 crore
National Commission Dispute Resolution Commission (NCDRC): Deals with claims above 10 crore
Step 5: Attend the Hearing and Present Your Case
After accepting the complaint, the forum issues a notice to the bank and schedules a hearing. You must appear in person or through an authorised representative. Carry all original documents to the hearing.
Present your case clearly. Walk the forum through the facts, the error caused, and the remedy sought. Refer to your documentation and respond to any questions. After hearing both parties, the commission passes a binding order.
If the bank does not comply with the order, file for execution before the same forum. The law allows legal enforcement through official channels.
Consumers who seek a quick and streamlined complaint process can choose the Online Dispute Resolution (ODR) platform. This system allows you to submit your complaint, attach supporting documents, and track the case digitally—without visiting a physical forum. The resolution process takes place entirely online and results in a legally enforceable decision.
What is Online Dispute Resolution?
Online Dispute Resolution is an entirely digital system for resolving disputes, utilising technology-driven platforms to facilitate every stage from the initial filing and evidence submission to virtual hearings, negotiations, and final decisions. It incorporates traditional dispute resolution methods such as negotiation, mediation, and arbitration, all conducted online via tools like video conferencing, chat, and secure document sharing. This comprehensive online workflow enables parties to engage in dispute resolution without needing to meet in person, making the process more convenient and accessible while maintaining the structured framework of Alternative Dispute Resolution methods.
Why Choose Online Dispute Resolution?
Consumers prefer ODR for several reasons:
Online Dispute Resolution (ODR) significantly cuts down on expenses related to travel, legal representation, and court fees. Since the entire process takes place digitally, parties can save both time and money that would otherwise be spent attending physical hearings or waiting through lengthy legal procedures. Most disputes are resolved in a matter of days or weeks instead of the months—or even years—it often takes in traditional courts.
ODR platforms are designed to be user-friendly and available around the clock, allowing participants to engage in the process from anywhere in the world. This makes it especially beneficial for cross-border or interstate disputes where physical presence can be challenging. Whether you’re a consumer or a business, you can submit evidence, communicate with the other party, and attend virtual hearings—all from the comfort of your home or office.
Unlike traditional court proceedings that are often public, ODR ensures a higher degree of confidentiality. Sensitive documents, communications, and decisions are securely handled through encrypted digital platforms. This protects the privacy of both parties and provides a safe, confidential environment for resolving disputes without public exposure.
How to File a Complaint through ODR?
Filing a complaint through Online Dispute Resolution (ODR) is simple and follows a structured process. Here’s a step-by-step guide:
Step 1: Collect All Relevant Evidence
Before initiating your complaint, gather all documents and proofs that support your claim. These may include:
Having organized and clear evidence strengthens your case and speeds up the resolution process.
Step 2: Submit Your Dispute Through an ODR Platform
You can file your complaint either through an official Government ODR Portal or a private ODR platform, such as Online Legal India. Provide all necessary details, attach supporting documents, and describe your issue clearly. The platform will appoint a neutral mediator. The mediator will send the mediation notice to the other party.
Step 3: Participate in Mediation Proceedings
During the mediation, the mediator facilitates discussions between you and the other party via email, chat, or video call. Both parties present their viewpoints and approach for a resolution.
After the mediation process, the mediator will provide a mediation report summarizing the discussions and recommendations. Based on this report, a settlement is determined. Possible outcomes may include:
Step 4: Settlement
If mediation is successful, the agreement is documented, and both parties are expected to comply with the terms. If you need assistance in filling your dispute, get in touch with Online Legal India.
To sum up, wrongful transactions such as unauthorised debits, failed UPI refunds, or excess charges require prompt action. The Consumer Protection Act, 2019, allows every bank customer to file a formal complaint and seek redressal through offline or online channels. ODR offer a fast, cost-effective, and valid solution without court visits or delays. If you require any assistance in filing the compliant, get in touch with Online Legal India.
Redirecting to payment page...
