Sample Complaint Letter Against Recovery Agents: Templates and Tips

Recovery agents are almost never bank employees. Banks outsource collections to third-party agencies because the volume is too high for their own staff to handle. That gap creates a problem: agents are paid based on how much they recover, so some push past the line.

But here's what most borrowers don't know: Banks remain responsible for ensuring authorised recovery agents comply with applicable guidelines.

Under RBI Circular RBI/2022-23/108, any misconduct by a recovery agent is treated as misconduct by the bank itself. The bank cannot claim the agent was acting independently. The agent misbehaved, but the complaint goes to the bank.

To make that concrete: imagine receiving 11 calls in a single day, with an agent telling you that you'll be "arrested tomorrow morning." That is a BNS Section 351 violation (criminal intimidation). It is also an RBI Fair Practices breach. And the bank is legally accountable for both because they hired that agency.

The RBI has penalised banks for exactly this. Bajaj Finance was fined ₹2.5 crore for persistent recovery agent harassment. That penalty was imposed on the bank, not the agent.

Document first. Write second.

The strength of your complaint letter depends entirely on what you've collected before you sit down to write it. Supporting evidence generally strengthens a complaint. A letter with a timestamped call log, a recording, and a third-party witness is much harder to dismiss.

Here's what to collect:

• Call logs Screenshot every incoming call date, time, duration. On both Android and iOS, your call log is exportable as a screenshot. Do this before the numbers scroll off the screen.

• Call recordings Call recordings are legally admissible in India as evidence. The RBI's own 2026 guidelines mandate that banks digitally record all recovery calls you recording your side of the call is consistent with that standard, not a violation of it. Save recordings with the date and time in the filename.

• WhatsApp and SMS screenshots Save every threat, demand, or abusive message. Back these up as PDFs so they can't be claimed as altered.
• Witness details If an agent visited your home or workplace and someone else was present, note their name and contact. A witness statement gives the complaint real weight.

Then: Identify your bank's Grievance Redressal Officer (GRO). Every bank is required by RBI to publish this person's name and contact details on their website. A complaint to the general customer care number does not start the 30-day resolution clock.A formal written complaint to the GRO is generally the preferred escalation route. Only a written complaint to the Grievance Redressal Officer does.

So here's exactly what goes into the letter in order, nothing skipped.

Most guides tell you what to write. Here are 2 copy-ready versions one for the bank, one for the RBI Ombudsman.

Template A Complaint to the Bank's Grievance Redressal Officer

To, The Grievance Redressal Officer [Bank Name] [Branch Address / Head Office Address]

Subject: Formal Complaint Against Recovery Agent Harassment Loan Account No. [XXXX]

Dear Sir/Madam,

I am writing to formally report harassment by a recovery agent acting on behalf of your institution regarding Loan Account No. [XXXX] / Credit Card No. [XXXX], registered under my name [Full Name], mobile number [XXXXXXXXXX].

On [Date], at [Time], I received a call from [Agent's Name / Phone Number: XXXXXXXXXX] in which the agent [describe exact incident — e.g., used abusive language / threatened legal action falsely / called after 7 PM / contacted my employer or family member].

This conduct violates the RBI Fair Practices Code (FPC) under Master Circular DBR.LEG.BC.21/09.07.005/2024-25, specifically the prohibition on [state the specific rule broken e.g., contact outside 8 AM to 7 PM / disclosure of debt to third parties / use of threatening language].

I am attaching the following evidence in support of this complaint:

Annexure A: Call log screenshot showing date and time of call

Annexure B: [Recording / SMS screenshot / WhatsApp screenshot]

Annexure C: [Any additional evidence]

I request that the bank take immediate action against the agent responsible, confirm that all future communication will comply with RBI guidelines, and provide a written response within 30 days as required.

Yours sincerely, [Full Name] [Date] [Loan Account / Credit Card Number] [Registered Mobile Number]

Template B Escalation to the RBI Ombudsman

Use this only after 30 days with no response from the bank, or if the bank's response is unsatisfactory.

File online at: cms.rbi.org.in Select complaint category: Harassment by Recovery Agents

Information to enter:

• Your name, address, and contact number
• Bank name and branch
• Loan or credit card account number
• Date of original complaint to bank
• Attach: copy of your original complaint + any bank response received
• Description of the harassment incident
• Specific RBI guideline violated
• Relief requested (e.g., written apology, , compensation)

Note: The Ombudsman can award compensation up to ₹20 lakh for harassment. The process is free and entirely online.

Filing the complaint creates a formal record of the issue. But the underlying debt doesn't go away.

Some borrowers receiving calls genuinely cannot pay and haven't been picking up not because they're indifferent, but because they don't know what a legitimate conversation looks like. That's worth addressing directly.

FREED is India's first debt relief company. Since 2020, FREED has helped 20,000+ customers work through genuine debt distress credit cards, personal loans, BNPL, and loan apps. FREED charges fees only on successful settlement. FREED does not handle secured loans like home loans or car loans.