Key takeaway
Report an unauthorised electronic transaction to your bank immediately — under RBI rules, prompt reporting can mean zero liability where the fault is not yours. If the bank does not resolve your complaint within the time allowed, or you are unhappy with its reply, you can complain online to the RBI Integrated Ombudsman. For fraud, also report to the cybercrime authorities.
Step 1: Report immediately
- Use the bank’s 24×7 channels — phone, app, email or website — and block cards and online access.
- Note the complaint number and time.
- Report cyber fraud on India’s national cybercrime reporting portal and helpline.
Customer liability rules
RBI instructions on customer protection in unauthorised electronic banking transactions provide, broadly, that:
- where the fraud is due to the bank’s negligence or a third-party breach and you report within three working days, your liability is zero;
- where you report a third-party breach later, limited liability applies, increasing with delay, subject to the bank’s board-approved policy;
- where loss is due to your negligence (such as sharing an OTP or PIN), you bear the loss until you report.
Banks must credit the disputed amount (shadow reversal) within a prescribed period after notification and resolve the complaint within a fixed time. Check your bank’s policy.
Step 2: The bank’s grievance process
Escalate in writing to the bank’s grievance redressal and principal nodal officers if the first-level response is unsatisfactory.
Step 3: RBI Integrated Ombudsman
- Under the Reserve Bank – Integrated Ombudsman Scheme, you can complain if the bank has not replied within the specified period (generally 30 days) or you are dissatisfied with its reply.
- File online through the RBI’s complaint management system, with documents.
- Complaints must be filed within the time limit after the bank’s reply or the end of the waiting period.
- The Ombudsman can facilitate settlement or pass an award; there is an appeal mechanism within the RBI.
Step 4: Police and court
For fraud by identifiable persons, a police complaint (including a zero FIR) and civil recovery may be needed. See fraud and cybercrime: steps from abroad.
Prevention
- Keep your Indian mobile number active for alerts, or register an overseas number where the bank allows.
- Never share OTPs, PINs or remote-access apps.
- Review statements regularly, especially for NRO accounts managed by relatives.
Lost money from your Indian account?
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Related guides
- All NRI legal guides
- NRI tax and FEMA in India: the complete guide
- Reactivating a dormant bank account
- Banking disputes for NRIs (service)
References
- Reserve Bank – Integrated Ombudsman Scheme, 2021 — Reserve Bank of India
- RBI circular on customer protection — limiting liability of customers in unauthorised electronic banking transactions (2017)
- Information Technology Act, 2000; Bharatiya Nyaya Sanhita, 2023
Last reviewed: November 2026.
The information provided is for general educational purposes only and does not constitute legal advice. Applicable laws and procedures may vary depending on the facts, jurisdiction, and circumstances of each matter. Consult a qualified legal professional before taking action.
