---
title: "Digital loans and loan apps: your rights and how to complain"
description: "Check if a loan app is real, stop harassment of your contacts, and complain. Plain steps, helplines and templates."
url: "https://dpdpr.in/rights/loan-apps/"
canonical: "https://dpdpr.in/rights/loan-apps/"
site: "dpdpr.in"
updated: "2026-11-02"
disclaimer: "Independent reference, not legal advice. Not affiliated with the Government of India or MeitY."
---

# Digital loans and loan apps: your rights and how to complain

Plain-language help for ordinary people. General information, not legal advice. Helplines, portals and screen names were checked against official Government and regulator pages on 1 November 2026. Portals change: if a screen looks different, follow the words on the screen and the official guide linked in each step.

## What data they hold

- KYC, bank account and income details.
- Phone data the app asks for. RBI's Digital Lending Directions say data collection must be need-based and with your prior, explicit consent, and that apps must not access your files and media, contact list or call logs (a one time access to camera, microphone or location is allowed for KYC).
- Repayment records shared with credit bureaus.

## Your rights under current law

- RBI (Digital Lending) Directions, 2025 apply to loans from regulated lenders through apps.
- The lender and its partner app must name a nodal grievance redressal officer, show the contact on the app and website, and include it in the Key Fact Statement.
- If the lender rejects your complaint or does not reply within 30 days, you can go to the RBI Ombudsman.
- The same Directions say a lender's app must not access your contact list or call logs. An app that reads your contacts to shame you is breaking RBI's rules.
- RBI publishes a list of digital lending apps reported by regulated lenders. On rbi.org.in look under Citizen's Corner for DLAs deployed by Regulated Entities. RBI says the list is only to help you check a claimed link to a lender.
- Lenders that are not regulated by RBI can be reported on the Sachet portal. Threats, abuse and morphed photos are crimes: report on 1930 or cybercrime.gov.in.

## Your DPDP rights once in force

Sections 11 to 14 of the DPDP Act (your rights) and the duties of companies in sections 4 to 10 start on **13 May 2027** (G.S.R. 843(E)). Until then, use the sector rules on this page. After that date you can use both.

From 13 May 2027 a loan app needs valid consent for each use of your data and must stop when you withdraw consent, unless the law allows it to continue. Section 17(1)(f) lets a lender process data to trace a defaulter's assets, so that part is not stopped by these rights.

- Access: a summary of your data and who it was shared with ([section 11](https://dpdpr.in/act/section-11/)).
- Correction, completion, updating and erasure ([section 12](https://dpdpr.in/act/section-12/)).
- Grievance redressal by the company, before going to the Board ([section 13](https://dpdpr.in/act/section-13/)).
- Nominate someone to act after your death or incapacity ([section 14](https://dpdpr.in/act/section-14/)).
- Withdraw consent, as easily as you gave it ([section 6(4)](https://dpdpr.in/act/section-6/)).

## Common problems

- An app not linked to any RBI regulated lender.
- Recovery agents calling your contacts or sending morphed photos.
- Charges not shown in the Key Fact Statement.
- A loan shown on your credit report that you never took.

## Evidence to keep

- App name, developer name and download link.
- Loan agreement and Key Fact Statement.
- Screenshots of threats, with numbers, dates and times.
- Messages your contacts received (ask them for screenshots).
- Payment proofs.

See the full [evidence checklist](https://dpdpr.in/rights/evidence-checklist/).

## How to approach, step by step

Go in this order. Start with the company. Move to the next step only when the time limit has passed or the reply is not good enough. If money was lost or you were threatened, go to 1930 or the police first.

### Report money lost to fraud: call 1930

1930 is the national cyber crime helpline run with the Ministry of Home Affairs. It links your report to banks and wallets so they can try to stop the money. Call as fast as you can. The sooner the report reaches the bank, the better the chance.

**Keep this ready before you start:**

- Your mobile number.
- Name of the bank, wallet or app the money left from.
- Account number, wallet ID or UPI ID that was debited.
- Transaction ID or 12 digit UTR number for each payment.
- Date and amount of each payment.
- Card number, if a debit or credit card was used.
- Screenshots of the payment and of the chat or SMS.

1. Dial **1930** from any phone.
2. Tell them you want to report a financial cyber fraud.
3. Give each transaction one by one: bank, transaction ID or UTR, date and amount.
4. Write down the acknowledgement number they give you. It also comes by SMS.
5. Save that SMS. Take a screenshot of it.
6. Now file the full complaint on [cybercrime.gov.in](https://cybercrime.gov.in) (steps below). The official cybercrime.gov.in instructions ask you to complete it within 24 hours of the call.
7. Call your bank's official customer care number too, and ask them to block the card, UPI or account. Use the number on your card or passbook.

Checked on 1 November 2026 against: [I4C (Ministry of Home Affairs): National Cybercrime Reporting Portal and 1930](https://i4c.mha.gov.in/ncrp.aspx), [National Cyber Crime Reporting Portal: FAQ](https://cybercrime.gov.in/Webform/FAQ.aspx).

### File a complaint on cybercrime.gov.in

The National Cyber Crime Reporting Portal takes complaints about online fraud, hacking, fake profiles, harassment and more. Your complaint goes to the police of your State or Union Territory. The screen names below come from the portal's FAQ and the Ministry of Home Affairs citizen manual. The portal can change. If a screen looks different, follow the words on the screen.

**Keep this ready before you start:**

- Date and time of the incident.
- Incident details in your own words. The portal checklist asks for at least 200 characters and no special characters such as # $ @ ^ \* \` ~ | !
- A photo or scan of a national ID (Voter ID, Driving Licence, Passport, PAN or Aadhaar) in .jpg, .jpeg or .png, not more than 5 MB.
- For money fraud: bank or wallet name, 12 digit transaction ID or UTR, date and amount.
- Evidence files such as screenshots, not more than 10 MB each.
- If known: the other person's mobile number, email, bank account, website link or social media handle.

1. Open [cybercrime.gov.in](https://cybercrime.gov.in) in a browser.
2. Click **File a complaint**.
3. Read the message. Tick **I Accept**.
4. Click **Report Other Cyber Crime**. (For sexual content involving women or children, use the women and child section instead.)
5. Type your name in **User Name**. Type your mobile number.
6. Click **Get OTP**. Type the OTP you receive. It is valid for 30 minutes.
7. Fill the security answer. Click **Submit**.
8. In **Incident details**, choose the **Category of complaint**. For money loss choose Online Financial Fraud. For fake profiles or harassment choose Online and Social Media Related Crime.
9. Choose the **Sub-Category** that fits best.
10. Enter the approximate date and time. If you are late, fill **Reason for delay in reporting**.
11. Choose **Where did the incident occur?** (for example a phone call, SMS, WhatsApp, a website or an app).
12. Upload your evidence files.
13. Write what happened in the details box. Say who contacted you, from which number, what they said, what you shared or paid, and when.
14. Click **Save and Next**.
15. Add suspect details if you have them: name, mobile number, bank account, UPI ID or website. Click **Save & Next**.
16. Fill your own details and address. Choose your State, District and Police Station.
17. Upload your ID proof. Click **Save & Preview**.
18. Check everything. Tick **I Agree**. Click **Confirm & Submit**.
19. Write down the **Complaint ID** shown on screen. You also get it by SMS and email. It is a complaint number, not an FIR number.
20. Click **Download PDF** and save the file in a safe folder.
21. To check progress later, log in the same way and click **Check Status**.
22. If you get no action, or are not happy with what the police did, contact the cyber crime grievance officer of your State or Union Territory listed on the portal. You can also visit your local police station with the PDF and ask for an FIR.

Checked on 1 November 2026 against: [National Cyber Crime Reporting Portal: FAQ](https://cybercrime.gov.in/Webform/FAQ.aspx), [National Cyber Crime Reporting Portal: checklist before filing](https://www.cybercrime.gov.in/Webform/Crime_AuthoLogin.aspx), [I4C (Ministry of Home Affairs): National Cybercrime Reporting Portal and 1930](https://i4c.mha.gov.in/ncrp.aspx).

### Complain to the bank first, then the RBI Ombudsman

From 1 July 2026 the Reserve Bank Integrated Ombudsman Scheme, 2026 applies. It is free. It covers banks, many NBFCs, non bank wallets and prepaid cards, and credit information companies. You must complain to the bank or company first.

**Keep this ready before you start:**

- Your name, mobile number, email and full postal address.
- Name of the bank or company, and the branch if relevant.
- The complaint number and date of your complaint to the bank, and a copy of it.
- Account, card, loan or transaction details.
- Transaction date and reference number.
- The bank's reply, if any.
- A short account of what happened, your loss, and what you want (refund, correction, compensation).
- Supporting documents.

1. Complain to the bank in writing. Use its official app, website complaint form, email, or a letter at the branch.
2. Get a complaint number or written acknowledgement. Save it with the date.
3. Wait 30 days (or longer if RBI, NPCI or card network rules give a longer time for your type of issue).
4. If there is no reply in that time, or you are not happy with the reply, you can go to the RBI Ombudsman.
5. Do it within **90 days** from the end of that waiting time, or from the bank's last reply, whichever is later. Under the 2021 scheme this was one year; under the 2026 scheme it is 90 days.
6. Open [cms.rbi.org.in](https://cms.rbi.org.in). The portal shows a security check first.
7. Choose to file a new complaint. Fill the details asked: your details, the bank, your earlier complaint number, the transaction and what you want. We have not described each screen because we could not open the portal to check it; follow the labels shown.
8. Upload your complaint to the bank, the bank's reply and your evidence.
9. Submit. Write down the complaint number shown. Save it with your mobile number. You need both to track.
10. To track or withdraw, go to the **Track a complaint** tab on cms.rbi.org.in.
11. Other ways to file: email to crpc@rbi.org.in, or post a signed complaint form to Centralised Receipt and Processing Centre, Reserve Bank of India, Central Vista, Sector 17, Chandigarh 160017.
12. For help, call the RBI Contact Centre on **14448**. The voice menu works 24x7. Staff answer 8 AM to 10 PM, Monday to Saturday, in English, Hindi and ten regional languages. You cannot file a complaint by phone.
13. If the Ombudsman passes an Award in your favour, send the bank a letter accepting it within 30 days. The bank must then comply.
14. If you disagree with an Award, you can appeal to the Appellate Authority within 30 days of receiving it.

Checked on 1 November 2026 against: [RBI: Reserve Bank Integrated Ombudsman Scheme, 2026 (FAQs)](https://www.rbi.org.in/CommonPerson/english/Scripts/FAQs.aspx?Id=3407), [RBI: text of the Integrated Ombudsman Scheme, 2026](https://rbidocs.rbi.org.in/rdocs/content/pdfs/SCHEME16012026_A.pdf), [RBI Complaint Management System (CMS)](https://cms.rbi.org.in/).

## Ready-to-use complaint

Copy, fill the brackets, and send it through the company's official channel. Keep a copy.

To: Nodal Grievance Redressal Officer, \[lender name\] (through \[app name\]) Subject: Harassment and misuse of my contacts, loan account \[number\] On \[dates\] your recovery agents called and messaged people in my phone contacts from \[numbers\]. Screenshots are attached. This breaks RBI's Digital Lending Directions. Stop it at once, delete the contact data you collected, and confirm in writing within 30 days. I have reported the threats to cybercrime.gov.in (complaint ID \[number\]). \[Name\], \[mobile\], \[date\]

## Time limits

- RBI Ombudsman: if no reply in 30 days, file within 90 days.
- Threats: report on 1930 or cybercrime.gov.in at once.
- Sachet: report an unregistered lender at any time.

## If this happened to you

- [\*\*A loan app or recovery agent is calling my relatives and friends\*\*A recovery agent calls your family, friends or contacts, or threatens you.](https://dpdpr.in/rights/scenarios/loan-app-threats/)
- [\*\*My credit report shows a loan I never took\*\*A loan or card you never applied for appears on your credit report.](https://dpdpr.in/rights/scenarios/loan-i-never-took/)
- [\*\*Someone listed me as a loan reference without asking, and agents now threaten me\*\*A friend, colleague or stranger named you as a reference and recovery agents now call you.](https://dpdpr.in/rights/scenarios/listed-as-loan-reference/)
- [\*\*A relative gave my number to their lender and now I get the recovery calls\*\*Your number was given as a contact for someone else's loan.](https://dpdpr.in/rights/scenarios/relative-gave-my-number-to-lender/)
- [\*\*Recovery agents called my office, HR or colleagues\*\*Agents contacted your workplace about your loan.](https://dpdpr.in/rights/scenarios/recovery-agents-called-office/)
- [\*\*A loan app read my contacts and messaged everyone that I am a defaulter\*\*Your friends and family received messages calling you a fraud or defaulter.](https://dpdpr.in/rights/scenarios/loan-app-messaged-contacts/)
- [\*\*A loan app is threatening to send morphed nude photos of me\*\*Agents say they will share edited intimate photos unless you pay.](https://dpdpr.in/rights/scenarios/loan-app-morphed-photos/)
- [\*\*Money was credited by a loan app I never applied to, and now they demand repayment\*\*An unknown amount landed in your account and agents demand much more back.](https://dpdpr.in/rights/scenarios/loan-credited-never-applied/)
- [\*\*My credit report shows loans or enquiries I never made\*\*Your credit report lists a loan, card or enquiry you do not recognise.](https://dpdpr.in/rights/scenarios/credit-report-unknown-loans/)
- [\*\*One loan eligibility form gave me dozens of calls and OTPs a day\*\*You filled one online form and now get OTPs and calls from many lenders.](https://dpdpr.in/rights/scenarios/loan-form-dozens-of-calls/)

## Official sources

- [RBI (Digital Lending) Directions, 2025](https://www.rbi.org.in/Scripts/NotificationUser.aspx?Id=12848)
- [RBI press release, 8 May 2025: public directory of digital lending apps](https://rbi.org.in/Scripts/BS_PressReleaseDisplay.aspx?prid=60403)
- [Sachet portal (RBI): report unregistered lenders and deposit schemes](https://sachet.rbi.org.in/)
- [RBI: Reserve Bank Integrated Ombudsman Scheme, 2026 (FAQs)](https://www.rbi.org.in/CommonPerson/english/Scripts/FAQs.aspx?Id=3407)
- [Digital Personal Data Protection Act, 2023 (MeitY copy of the Gazette)](https://www.meity.gov.in/static/uploads/2024/02/Digital-Personal-Data-Protection-Act-2023.pdf)
- [G.S.R. 843(E): start dates for the Act](https://www.meity.gov.in/static/uploads/2025/11/c56ceae6c383460ca69577428d36828b.pdf)