How to complain about a bank or financial service: understanding the NRB process

Nepal Rastra Bank operates a Financial Consumer Protection grievance system for complaints involving financial service providers licensed or permitted by NRB, including banks and financial institutions, money changers, payment service providers and remittance companies.

Start with the service provider

NRB guidance says consumers should generally first register the complaint with the relevant financial service provider. State what happened, when it happened, the transaction or reference number where available, and the resolution you are seeking.

If the issue is not resolved

If the provider does not address the complaint, the resolution is unsatisfactory, or the matter is of a nature that should be submitted directly to NRB, the NRB grievance portal can be used. The portal may request the provider and branch, customer details, the complaint narrative and supporting documents.

Keep evidence

Keep SMS messages, emails, receipts, account statements, screenshots, complaint references and any reply from the provider. A factual timeline with dates, amounts, service names and evidence is more useful than unsupported accusations.

After registration

NRB guidance states that a registration number can be received by email and used to track complaint status. The final response or decision is also communicated through email.

This article is general information. Confirm that your issue falls within NRB jurisdiction on the official portal.