Introduction
Digital lending apps have made borrowing money easier and faster. However, some borrowers may face problems such as hidden charges, unauthorised loan deductions, harassment from recovery agents, misuse of personal data, or loan fraud.
Knowing how to report a digital lending complaint can help borrowers protect their rights and seek appropriate action. In India, borrowers can approach the lender’s grievance redressal officer, the Reserve Bank of India (RBI), or the appropriate law enforcement authority, depending on the issue.
This guide explains how to file a complaint against a digital lending app, which documents to keep ready, and where to seek help.
What Is a Digital Lending Complaint?
A digital lending complaint is a formal grievance raised against a loan app, bank, Non-Banking Financial Company (NBFC), or lending service provider regarding unfair lending practices or service-related problems.
Common reasons for filing a complaint include:
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Harassment or threats from loan recovery agents.
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Hidden loan processing fees or unexpected charges.
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Unauthorised withdrawals from a bank account.
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Misuse or unauthorised sharing of personal information.
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Fraudulent loan apps and fake lending offers.
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Incorrect loan balances or repayment records.
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Failure to close a loan after repayment.
How to Report a Digital Lending Complaint
Step 1: Contact the Lending App or Lender
First, contact the customer support team or grievance redressal officer of the lending app. Explain the problem clearly and request a resolution.
Keep a copy of your complaint and note the complaint reference number.
If the app works with a bank or NBFC, identify the actual regulated lender through your loan agreement, Key Facts Statement (KFS), or the lender’s official website.
Step 2: Escalate the Complaint to the RBI
If your complaint concerns a bank or NBFC regulated by the RBI, you can approach the RBI Complaint Management System (CMS).
Official portal:e, 2026, you generally need to approach the regulated lender first. You can escalate the matter if you receive an unsatisfactory response or do not receive a response within 30 days, subject to the scheme's eligibility requirements.
The RBI complaint process is free of charge.
Step 3: Report Suspicious Loan Apps Through Sachet
If you suspect an unauthorised lending app or an illegal financial activity, you can use the RBI's Sachet portal to report the matter.
Official portal:
Provide the app name, website or link, contact details, and a description of the suspicious activity.
Step 4: Report Cyber Fraud or Threats
If you have lost money through a fraudulent loan app, report the incident immediately through India's National Cyber Crime Reporting Portal.
Official portal:
For financial cyber fraud, call 1930 as soon as possible. You can also approach your local police if you face threats, blackmail, or harassment.
Step 5: Save Evidence and Track Your Complaint
Keep copies of all relevant documents, including:
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Loan agreement and repayment receipts.
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Bank statements and transaction IDs.
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Screenshots of messages, calls, and threats.
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Emails exchanged with customer support.
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Complaint acknowledgement numbers.
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The app name, website, and lender details.
Use the relevant complaint portal to track your case and provide additional information if requested.
Documents Required to File a Complaint
| Document | Why It Is Useful |
|---|---|
| Loan agreement or KFS | Identifies the loan terms and lender |
| Bank statement | Shows disputed deductions or payments |
| Screenshots and messages | Provides evidence of harassment or misleading claims |
| Previous complaint reference | Shows that you contacted the lender |
| Transaction ID | Helps trace a disputed payment |
| Identity and contact details | Helps authorities process the complaint |
Share sensitive documents only through verified official channels.
How Long Does It Take to Resolve a Digital Lending Complaint?
The timeline depends on the type of complaint and the authority handling it.
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Lender complaint: The RBI's digital lending framework provides for escalation when the lender does not resolve the complaint within 30 days.
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RBI complaint: Processing time depends on eligibility, the facts of the case, and the applicable grievance redressal process.
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Cybercrime complaint: Investigation and recovery depend on the circumstances and available evidence.
Filing a complaint does not guarantee an immediate refund or a particular outcome.
Important Tips Before Filing a Complaint
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Verify the actual bank or NBFC behind the loan app.
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Never pay an unofficial fee to register an RBI Ombudsman complaint.
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Do not share OTPs, passwords, or PINs with callers claiming to be officials.
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Do not delete evidence of threatening messages or suspicious transactions.
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Report unauthorised transactions to your bank immediately.
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Avoid relying on unofficial websites or agents promising guaranteed complaint resolution.
Frequently Asked Questions (FAQs)
1. Where can I report a digital lending complaint in India?
You can first contact the lender's grievance redressal officer. Depending on the issue, you can approach the RBI CMS portal, the Sachet portal, or the cybercrime authorities.
2. Can I complain against a loan app to the RBI?
Yes, if the complaint concerns a regulated entity and meets the applicable eligibility requirements. You generally need to approach the lender first.
3. Is filing an RBI complaint free?
Yes. Filing a complaint under the RBI Ombudsman grievance redressal scheme is free.
4. What if a loan app threatens me?
Save the evidence and report threats or blackmail to the appropriate police or cybercrime authorities.
5. How can I report a fake loan app?
You can report suspected unauthorised financial activity through the Sachet portal and report fraud through the National Cyber Crime Reporting Portal.
6. Can I complain about hidden loan charges?
Yes. Submit your loan documents, Key Facts Statement, payment records, and details of the disputed charges to the lender.
7. What should I do if a loan app misuses my contacts?
Save evidence of the misuse, complain to the lender if identifiable, and report threatening or abusive conduct to the appropriate authorities.
8. Can I file an RBI complaint without contacting the lender first?
Generally, no. You should first raise the issue with the regulated entity and follow the applicable escalation requirements.
9. What is the RBI CMS portal?
It is the RBI's online Complaint Management System for eligible complaints against covered regulated entities.
10. What is the Sachet portal used for?
It helps people report suspected unauthorised financial activities and related concerns to the appropriate authorities.
11. What is the cybercrime helpline number in India?
Call 1930 to report financial cyber fraud. You can also submit a complaint through the National Cyber Crime Reporting Portal.
12. What happens after I submit a complaint?
The relevant authority may review the information, request further documents, forward the matter to the concerned entity, or take other appropriate action.
Conclusion
Reporting a digital lending complaint is an important step towards protecting your money, privacy, and borrower rights. Start by contacting the lender, maintain proper evidence, and escalate the issue through the appropriate official portal when necessary.
For eligible complaints against RBI-regulated lenders, use the RBI CMS portal. For suspected unauthorised lending activities, consider the Sachet portal. For financial cyber fraud, report the incident promptly through the official cybercrime channels.
Always use verified government websites and avoid paying third parties who promise guaranteed results.
Published on : 23rd October 2026
Published by : monisha
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