How to File a Consumer Complaint Against a Bank, Insurance or Online Company
The problem
A company has let you down. Your insurance claim was rejected without good reason. An online seller refuses a refund for a defective product. A bank charged you wrongly and will not reverse it.
Example: A family’s hospital bill of ₹3.2 lakh is rejected by the health insurer on a vague ground of “pre-existing disease”.
What the law says
The Consumer Protection Act, 2019 protects buyers of goods and services. You can claim a refund, replacement, compensation and costs for deficiency in service, defects and unfair trade practices. A complaint must usually be filed within 2 years of the problem.
Where you file depends on what you paid: District Commission up to ₹50 lakh, State Commission up to ₹2 crore, and the National Commission above that.
What you can do – step by step
- Complain to the company first in writing and keep the reply. For banks, you can also go to the RBI Ombudsman. For insurers, you can approach the Insurance Ombudsman.
- Send a legal notice giving the company a last chance to settle.
- File online on e-Daakhil (edaakhil.nic.in). You can file from home. There is no fee for claims up to ₹5 lakh.
- Attach your documents and state clearly what you want: refund, compensation and costs.
- Attend hearings or mediation when the Commission fixes dates. Many cases settle at this stage.
Documents to keep
- Bill, invoice, policy or account statement
- Emails, chats and complaint numbers with the company
- Photos of the defect, or the rejection letter
Mistakes to avoid
- Missing the 2-year limit.
- Claiming an unrealistic amount. It can decide which Commission hears your case.
- Not keeping proof of your complaints to the company.
Contact
To speak to an advocate, call +91 63660 42792 or email contact@baselegal.in. You can also send us a message. Read more about our Civil, Property & Consumer practice.
This article is for general information only. It is not legal advice. Please speak to an advocate about your own case.