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Where to complain, step by step

The official routes for stuck refunds. Every step is free, and you can do all of it yourself.

Check your deadline first →

Before you start: Keep screenshots, transaction/UTR/PNR/order numbers, and every reply. Complain in writing so you have proof. Never share your OTP, UPI PIN or card details with anyone, including "support" that calls you.

1. UPI / bank / ATM / card (failed transaction)

  1. In the app or with the bank. UPI: open the transaction in the app you paid with → raise a complaint. ATM/card: complain to your bank via its official app, website or branch. Note the reference number.
    RBI deadline for the reversal itself: T+1 (UPI to a person) or T+5 (merchant, ATM, card), then ₹100/day.
  2. Bank's grievance cell. Not sorted? Write to the bank's grievance/nodal officer (details are on the bank's website).
  3. RBI Integrated Ombudsman. If the bank doesn't reply within 30 days, or you're unhappy with its reply: file at cms.rbi.org.in or call 14448. File within 90 days after the 30 days end (or after the bank's last reply, whichever is later). You must have complained to the bank first.

2. Flights

  1. Airline (and app/agent). Email with PNR, cancellation proof and payment proof. Ask for a refund to your original payment method.
    DGCA deadline: 7 days for credit card payments; 14 working days for tickets via an app/agent (the airline is still responsible); no fixed day count for other payment modes. No refund processing fee. A credit shell is your choice only.
  2. National Consumer Helpline (NCH). Call 1915 or WhatsApp 8800001915, or file at consumerhelpline.gov.in.
  3. Consumer commission. Still stuck? File online at edaakhil.nic.in.

3. Online shopping

  1. Platform's grievance officer. Every e-commerce platform must show its grievance officer's contact details. The officer must acknowledge within 48 hours and resolve within 1 month (E-Commerce Rules 2020, rule 4(5)).
  2. National Consumer Helpline. No fix in 1 month? 1915 / WhatsApp 8800001915 / consumerhelpline.gov.in.
  3. Consumer commission. Still stuck? edaakhil.nic.in.

Quick table

Your caseStep 1Step 2Step 3
UPI / ATM / cardApp or bankBank grievance cellRBI Ombudsman (cms.rbi.org.in, 14448) after 30 days, within 90 days
FlightAirline (+ app/agent)NCH 1915 / WA 8800001915edaakhil.nic.in
Online shoppingPlatform grievance officer (48 h / 1 month)NCH 1915 / WA 8800001915edaakhil.nic.in

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General information, not legal advice. No result or timeline is promised. Haqdaar, run by Srinal Earakula, is not affiliated with RBI, DGCA, the Department of Consumer Affairs or any bank, airline or platform.

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