If you are receiving unsolicited marketing calls from a bank or NBFC despite being on the Do Not Disturb registry, this guide walks you through the exact process, from your first complaint to RBI Ombudsman, under the current Reserve Bank Integrated Ombudsman Scheme, 2026.
No personal story here. Just the steps.
Step 1: Register Your Number on the National DND Registry
If you have not already, register your mobile number on TRAI’s National Customer Preference Register, commonly called DND. This is free and takes a few minutes.
You can register by dialing 1909, sending an SMS to 1909, or using the TRAI DND app. This step is your legal foundation. Every step after this depends on your number being DND registered.
Step 2: When You Get a Call, Capture the Evidence Immediately
The moment you receive an unsolicited call:
- Record the call, if your phone allows it.
- Take a screenshot of the call log, showing the number and the date and time.
Do this every time, not just once. A pattern of documented calls is far stronger evidence than a single incident.
Step 3: Report the Incident to the Entity
Send a formal email to the entity’s Grievance Redressal team, and CC their Nodal Officer and Principal Nodal Officer. These contact details are usually published on the bank or NBFC’s website under a page titled “Grievance Redressal” or “Contact Us.”
Your email should clearly state:
- Your mobile number and its DND registration status.
- The date, time, and number from which the call was received.
- That the call came from a regular 10-digit mobile number rather than the TRAI-mandated 140 or 160 series used for commercial communication, which is itself a separate regulatory violation.
- A request, citing the DPDP Act 2023, asking the entity to disclose the source from which they obtained your number.
Keep this email factual and specific. Vague complaints get vague responses.
Step 4: Follow Up on Their Response, Then Wait, But Not Indefinitely
If the entity replies with a template response, a denial, or anything that does not actually address what you asked, do not go straight to RBI. Send one follow-up email first, pointing out specifically what their response failed to address, and repeating your request for source disclosure and cessation of calls.
This follow-up matters more than it might seem. When you file with the RBI Ombudsman, they specifically ask whether you followed up after the entity’s response, and they will ask you to attach screenshots of three things with dates: your original email, the entity’s response, and your follow-up. A complaint that shows only “I emailed once and got a bad reply” is weaker than one that shows “I emailed, they gave a template response, I followed up specifically, and the calls still continued.”
From here, there are two possible timelines.
If you get no response at all to your original complaint, you become eligible to escalate to the RBI Ombudsman once 30 days have passed from the date of your complaint.
If you did get a response, followed up, and still did not get a satisfactory resolution, you do not need to wait the full 30 days. You can escalate within a couple of days of that follow-up going unanswered or unresolved.
Either way, keep all of this correspondence, with visible dates, as part of your record.
Step 5: If the Issue Is Resolved, You Are Done
If the entity confirms the calls have stopped and there is no further contact, that’s a good outcome. No further action needed. Keep the correspondence on file in case the calls resume later.
Step 6: If Not Resolved, File a Complaint With the RBI Ombudsman
This is where most complaints actually get results, because it moves the matter from a citizen writing to a company, to a regulator asking a regulated entity for answers.
File your complaint on the RBI’s Complaint Management System.
A few important details about the portal itself:
- Attachments must be JPG or PDF only. Audio recordings cannot be uploaded directly. Convert your call log screenshots to JPG, and save your email correspondence as PDF, specifically your original complaint email, the entity’s response, and your follow-up email, all with visible dates.
- Maximum of 10 files, totalling 10MB. Plan your evidence accordingly, and prioritize the clearest proof: the original complaint, the entity’s response, and your follow-up.
- The complaint description field has a strict 2000 character limit, and does not allow special characters, except for commas and full stops. Write in plain sentences. Avoid hyphens, colons, brackets, currency symbols, and any other punctuation beyond a comma or a period.
- File within 90 days of becoming eligible to complain (that is, within 90 days of the 30-day no-response mark, or within 90 days of receiving the unsatisfactory response). This filing window was shortened under the 2026 scheme, so do not delay once you are eligible.
In your complaint to the RBI Ombudsman, focus on the failure of the bank’s grievance redressal system rather than data privacy laws. While the DPDP Act covers data protection, the RBI Ombudsman evaluates regulated entities on operational compliance: failing to address or resolve grievances, stalling with automated template delays, allowing telemarketing calls from regular 10-digit mobile numbers (violating mandatory TRAI 140/160 series rules), and permitting continued harassment even after formal reporting.
Use the pre-formatted RBI CMS Portal Complaint Text Template at the end of this guide when submitting your complaint online.
Step 7: RBI Forwards the Complaint, and the Entity Now Has to Answer Properly
Once RBI forwards your complaint to the entity, the dynamic changes. A complaint from an individual citizen can be ignored or deflected. A complaint forwarded by the regulator generally cannot be, since the entity now has to furnish a proper response with actual findings, not a template reply.
As an example of how seriously this can be taken once RBI is involved: in one such case, the entity involved (Bajaj Finance) went as far as lodging an FIR against some of the numbers that were used to call the complainant. This is not the typical outcome, but it illustrates that regulatory pressure can lead to real investigation, not just a token acknowledgment.
What You Can Expect
Under the RBI Integrated Ombudsman Scheme, 2026, effective from July 1, 2026, the Ombudsman can award compensation of:
- Up to ₹30 lakh for consequential financial loss, where applicable.
- Up to ₹3 lakh for loss of time, expenses incurred, and mental agony or harassment suffered by the complainant.
The actual amount awarded depends on the specifics of your case, including how many calls you received, over what duration, and how well documented your complaint is. A well-evidenced complaint with clear timelines gives the Ombudsman a stronger basis to award meaningful compensation, rather than a token amount.
Email Template for Step 3
Subject: Formal Complaint: Unsolicited Commercial Calls on DND Number [Your Mobile Number] – Violation of TRAI Regulations & Request for Data Source Disclosure
To: [Grievance Redressal Email ID]
CC: [Nodal Officer Email ID], [Principal Nodal Officer Email ID]
Dear Grievance Redressal Officer,
I am writing to register a formal complaint regarding unsolicited marketing calls received from/on behalf of [Bank / NBFC Name] despite my mobile number being registered on TRAI’s National Do Not Disturb (DND) Registry.
Details of the Incident:
- Complainant Mobile Number: [Your 10-digit Mobile Number] (DND Registered)
- Date and Time of Call: [DD/MM/YYYY at HH:MM AM/PM]
- Calling Number: [10-Digit Mobile Number of Caller]
- Nature of Call: Unsolicited telemarketing / financial product pitch for [Loans / Credit Cards / Insurance]
Regulatory Violations Noted:
- DND Violation: Calling a number registered on the National Customer Preference Register (NCPR/DND) violates TRAI regulations.
- Header Violation: The call originated from a standard 10-digit consumer number rather than the mandatory 140 or 160 prefix series assigned for commercial telemarketing, which constitutes a standalone regulatory infraction.
Required Action & Data Disclosure Request:
- Under the Digital Personal Data Protection (DPDP) Act, 2023, I request that you disclose the precise source from which [Bank / NBFC Name] or its telemarketing agencies obtained my contact details.
- Immediately purge my contact details from all outbound marketing databases, third-party direct selling agent (DSA) lists, and automated dialers.
- Provide a written confirmation along with a complaint reference number within 7 business days.
Please note that if this issue remains unresolved or if calls persist, I will escalate this matter along with all recorded call logs and email correspondence to the Reserve Bank of India (RBI) Ombudsman.
Regards,
[Your Full Name]
[Your Contact Number]
RBI CMS Complaint Template for Step 6
Note: The RBI CMS portal description box limits text to 2000 characters and strictly prohibits special characters except commas and full stops. This template is pre-formatted without prohibited characters to pass RBI portal validation cleanly.
On DD MM YYYY I received an unsolicited loan marketing call on my DND registered mobile number YOUR MOBILE NUMBER from an agent representing BANK NAME. To verify identity the caller messaged me on WhatsApp from number FIRST CALLER NUMBER confirming that they operate through an official channel partner named CHANNEL PARTNER NAME.
Unsolicited marketing calls and messages were received from the following numbers LIST ALL NUMBERS SEPARATED BY COMMAS.
I raised a formal grievance with BANK NAME and CHANNEL PARTNER NAME via email on DD MM YYYY demanding cessation of calls and disclosure of the source of my contact data. On DD MM YYYY CHANNEL PARTNER NAME replied admitting that my personal data was handled by an independent freelancer using an unauthorized 10 digit mobile number which directly bypasses mandatory TRAI commercial communication rules. Following this admission the partner went silent.
Despite my formal complaint unsolicited marketing continued and on DD MM YYYY I received another unsolicited message from number ADDITIONAL CALLER NUMBER.
BANK NAME repeatedly stalled the grievance resolution process by sending automated delay templates on DD MM YYYY and DD MM YYYY. The bank has failed to resolve the issue or hold its channel partner accountable.
The calls originated from regular 10 digit mobile numbers rather than the mandatory 140 or 160 series prefix which is a standalone regulatory violation. The bank grievance redressal system failed to resolve the issue despite multiple reports and allowed persistent telemarketing harassment.
I request the RBI Ombudsman to direct BANK NAME to disclose the exact third party source from which my data was acquired and stop all further communication. I also request the RBI Ombudsman to award financial compensation for the loss of time mental agony and harassment caused by the failure of the grievance redressal mechanism of the bank.
Quick Reference Checklist
- Number registered on TRAI DND
- Call recorded and screenshot saved
- Formal email sent to Grievance team, CC Nodal Officer and Principal Nodal Officer
- If response was a template or unsatisfactory, sent one follow-up email addressing it specifically
- Waited 30 days (no response) or a few days (after unresolved follow-up)
- If unresolved, filed complaint on RBI CMS within 90 days
- Evidence attached as JPG or PDF (original email, entity response, follow-up email, with dates), within 10 files and 10MB
- Complaint text under 2000 characters, no special characters except comma and full stop
Useful Links
- RBI CMS (Ombudsman Portal): https://cms.rbi.org.in
- TRAI DND Registration: dial or SMS 1909, or use the TRAI DND app
- MeitY / DPDP Act 2023: https://www.meity.gov.in, https://www.indiacode.nic.in/handle/123456789/22037?view_type=browse
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