If a personal-loan recovery agent is harassing, threatening or repeatedly contacting you in an unacceptable way, separate the debt from the conduct complaint. Keep repayment negotiations in writing, preserve call/message evidence, identify the lender and agency, complain to the lender’s grievance officer, and escalate eligible unresolved conduct complaints through RBI channels. Immediate threats to physical safety should be handled through appropriate local emergency or police channels.
Document and escalate without losing control of the loan
1. Confirm who is contacting you
Record the caller name, agency, lender, phone number, date/time and loan account reference. Do not share OTPs or new sensitive data with an unverified caller.
2. Preserve the conduct evidence
Save messages, emails, call logs and lawful recordings where applicable. Write a short incident log immediately after each contact.
3. Keep the debt discussion separate
Ask the lender directly for the current ledger, overdue amount and official repayment/restructuring options. Pay only through verified lender channels.
4. File a written lender grievance
Describe exact conduct, dates and evidence, identify the agent if known, and ask the lender to stop improper contact and confirm the authorised recovery arrangement.
5. Escalate unresolved conduct
For an eligible complaint involving an RBI-regulated entity, preserve the lender complaint and response before filing through RBI CMS.
Create an incident log that can be reviewed
| Record | What to capture |
|---|---|
| Date/time | Every call, visit or message. |
| Identity | Name, agency, lender claimed, phone number. |
| Conduct | Exact threat, abusive language, public disclosure or repeated contact. |
| Evidence | Call log, message screenshot, email or witness details. |
| Your response | What you requested and whether you offered an official repayment discussion. |
| Lender complaint | Service/grievance number and response. |
What RBI has said about recovery-agent conduct
RBI has reiterated that regulated entities are responsible for their recovery agents and should not permit intimidation or harassment, including inappropriate messages or threatening or anonymous calls. Use the exact conduct and evidence in your complaint rather than making a vague allegation.
A conduct complaint does not erase a valid debt. Continue to seek an affordable, documented repayment resolution with the lender while the behaviour complaint is investigated.
Safety first when there is a real threat
Do not meet a threatening person alone or hand over cash without an official receipt and verified authority. If there is an immediate threat of violence, trespass or other criminal conduct, prioritise personal safety and contact appropriate local police or emergency services. Preserve evidence only when doing so is safe.
Official sources
- RBI — Responsibilities of Regulated Entities Employing Recovery Agents
- RBI Complaint Management System
- RBI Key Facts Statement rules — APR, charge and repayment disclosures for covered retail term loans.