UPI Complaint Process Step by Step (India)
Most UPI refunds are processed automatically within official timelines. A complaint should be raised only if the refund has not been credited even after waiting for the prescribed period.
This page explains the correct escalation process to follow once the waiting period is over.
Valid Reasons to Raise a UPI Complaint
- Refund not received after official timeline
- Transaction marked failed but amount debited
- No resolution from bank or payment app support
- Transaction status unchanged for several working days
UPI Complaint Process (Correct Order)
UPI grievance handling follows a defined escalation structure. Complaints must be raised and escalated in the correct order for effective resolution.
- Contact your payment app or bank support
Reach out through the official app or bank support channel using your transaction ID and bank reference number.
- Raise a formal complaint with the app or bank
If the refund is not credited after the official timeline, submit a formal complaint within the app or bank portal.
- Request escalation to NPCI through your bank
Ask your bank to escalate the issue to NPCI if the complaint remains unresolved.
- File a complaint via RBI Complaint Management System
As a final step, lodge a complaint on the RBI CMS portal if all previous steps fail.
The final escalation level is the banking grievance mechanism provided by the central banking authority of India.
Details You Must Keep Ready Before Filing a Complaint
- Transaction ID or UTR
- Bank reference number
- Date and amount of transaction
- Payment app or bank used
- Screenshots showing transaction status
What Happens After You Raise a UPI Complaint
After a complaint is filed, the bank or payment app investigates the issue using settlement and transaction records. If the response is unsatisfactory, escalation to the next level may be required.
Frequently Asked Questions
Q. How long does UPI complaint resolution take?
A. UPI complaint resolution usually takes a few working days. If the issue is not resolved, escalation through the prescribed levels may be required.
Q. Can I complain directly to RBI for UPI refund issues?
A. No. You must first raise a complaint with your bank or payment app. RBI accepts complaints only after prior levels are exhausted.
Q. What if the bank closes my complaint without refund?
A. If a complaint is closed without proper resolution, you can escalate it to the next level as per the official UPI grievance process.
Q. Is merchant approval required for UPI refunds?
A. No. Failed or reversed UPI transactions do not require merchant approval for refunds.
This page provides general guidance based on current UPI grievance handling practices in India. Actual resolution timelines may vary depending on the bank and transaction circumstances.