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How to Raise a Grievance with Your Bank for Cyber Crime – NCRP

If your bank account or funds are affected due to a cyber crime complaint on NCRP-CFCFRMS, here is the official step-by-step process to raise a grievance and seek redressal — including timelines, escalation, and a sample application format.

Important: When a cyber crime complaint is filed on the National Cybercrime Reporting Portal (NCRP / cybercrime.gov.in), the system — called CFCFRMS (Citizen Financial Cyber Fraud Reporting and Management System) — can direct banks to put a hold (lien) on funds, suspend digital banking services, or even seize accounts. If your account or money is affected by such action, you have a right to raise a formal grievance. This guide explains exactly how.

Step-by-Step Process to Raise Grievance

1

Visit Your Bank Branch

The affected person must first approach the bank branch where the account is held, or any other designated branch or office of the bank. Carry your identity documents (Aadhaar, PAN, passbook) and explain the situation. If you are a senior citizen, specially abled, or suffering from terminal illness, any authorised person can visit on your behalf.

2

Bank Conducts Customer Due Diligence (CDD)

The bank will conduct Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) as per RBI guidelines. You must submit a written explanation justifying the bonafide nature of the transaction(s) that triggered the hold or freeze. If the bank is convinced of your bonafides, it will submit the grievance on your behalf to the CFCFRMS Grievance Redressal Module.

3

Bank Submits Grievance on CFCFRMS (Within 7 Days)

The bank is required to submit your grievance on the NCRP-CFCFRMS Grievance Redressal Module within 7 calendar days from the date you complain to the bank. The grievance is submitted with all necessary justifications and explanations provided by you.

4

Grievance Assigned to Investigating Officer (IO)

The grievance is assigned by the concerned Station House Officer (SHO) to the Investigating Officer (IO) or authorised Police Officer, with intimation to the District Grievance Officer. If your account is linked to multiple holds from different states/UTs, the grievance is assigned to each relevant IO.

5

IO Verifies via Video Conference

The IO will issue a notice (physical or electronic) for you to appear — preferably via video conference — for verification. You will not normally be required to appear in person unless an FIR has been registered. A bank representative may also be included in the video conference. You will be given up to 15 days to present your case.

6

IO Decides Within 15 Days

If the IO is satisfied with your explanation, they will direct the bank to remove the hold within 15 calendar days of receiving the grievance. If not satisfied, the IO must record reasons and communicate them to you via SMS/email within the same 15-day window.

7

Appeal to District Grievance Officer (If Unsatisfied)

If the IO does not resolve your grievance within 15 days, or if you are dissatisfied with the outcome, you may file a review request within 15 calendar days of receiving the IO's decision. Visit your designated bank branch to file this review request. It will be escalated to the District Grievance Officer (rank of Addl. SP / Dy SP), who must decide within 15 days.

8

Further Appeal to State Grievance Officer

If still unsatisfied with the District Grievance Officer's decision, you may appeal to the State Grievance Officer (rank of ADG / IG / DIG) within 15 days. For seizure/freeze cases, a further appeal to the jurisdictional Court is always available at any stage.

 Key Timelines at a Glance

  • Bank to submit grievance on CFCFRMS: within 7 calendar days of your complaint
  • IO to decide / record reasons: within 15 calendar days of grievance submission
  • You to file review request (if unsatisfied): within 15 calendar days of IO's decision
  • District Grievance Officer to decide: within 15 calendar days of escalation
  • IO to implement District Officer's order: within 2 calendar days
  • Bank to provide information to enable disposal: within 2 calendar days
  • Maximum hold without lawful directions after grievance: 90 calendar days
  • Bank to intimate LEA before expiry of 90 days: 15 days before expiry

 90-Day Rule — Important

If no lawful directions to continue or remove the hold are received within 90 calendar days of the grievance being submitted, the bank must intimate the concerned law enforcement agency at least 15 days before this deadline. If there is no extension request or court petition, the bank shall remove the hold after Enhanced Due Diligence, on request by the account holder.

 Who Can Raise the Grievance at the Bank?

The grievance can be raised by: (1) the affected account holder directly; (2) any authorised person on behalf of a Senior Citizen unable to visit the branch; (3) any authorised person on behalf of a specially abled account holder; (4) any authorised person on behalf of an account holder with a terminal illness. In all such cases, appropriate authorisation documents may be required by the bank.

Sample Application to Bank for Filing Grievance on NCRP-CFCFRMS

Use this format when submitting a written application to your bank branch requesting them to file a grievance on the CFCFRMS portal on your behalf.

To, The Branch Manager, [Name of Bank], [Branch Name & Address] Date: _______________ Subject: Request to Submit Grievance on NCRP-CFCFRMS Grievance Redressal Module on My Behalf Respected Sir/Madam, I, [Full Name], holder of Savings/Current Account No. [Account Number] with your branch, am writing to bring to your attention that my bank account / the funds in my account have been subjected to a [hold/lien/freeze/suspension of digital banking services] pursuant to a complaint registered on the National Cybercrime Reporting Portal (NCRP / cybercrime.gov.in) under the CFCFRMS system. Details of the Affected Account: - Account Holder Name: [Your Full Name] - Account Number: [Account Number] - Nature of Action: [Hold on amount / Suspension of digital banking / Seizure] - Date of Action (if known): [Date] - Amount Held (if applicable): Rs. [Amount] I wish to state that the transactions in question are entirely legitimate and bonafide in nature. The details and justification are as follows: [Explain the nature of the transaction — e.g., "The amount of Rs. X was received from [Name/Company] towards payment for [goods/services/salary/loan repayment etc.]. I have enclosed supporting documents including [invoice/agreement/bank statement/salary slip] to substantiate the same.]" I request you to kindly: 1. Conduct Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) as required. 2. Submit a formal grievance on my behalf on the NCRP-CFCFRMS Grievance Redressal Module within 7 calendar days as mandated by the MHA SOP dated 02.01.2026. 3. Include all supporting documents and my explanation in the grievance submission. I am available for any verification, including via video conference, at your convenience. Please keep me informed of all communications regarding this grievance. Thanking you, Yours faithfully, [Full Name] [Address] [Mobile Number] [Email ID] [Aadhaar/PAN Number] Enclosures: 1. Copy of Aadhaar Card / PAN Card 2. Copy of Passbook / Bank Statement 3. Supporting documents (invoices, agreements, salary slips etc.) 4. Any correspondence received from the bank/police regarding the hold

Legal Basis

The grievance redressal mechanism described above is prescribed by the Standard Operating Procedure (SOP) for NCRP-CFCFRMS, Custody, Restoration of Money and Grievance Redressal issued by the Ministry of Home Affairs (MHA), Government of India, effective 02.01.2026. Specifically, Section 10.1 covers grievances related to amounts put on hold, and Section 10.2 covers grievances related to suspension of digital banking services or seizure of accounts. The SOP is binding on all banks, financial institutions, and law enforcement agencies onboarded on the CFCFRMS platform.

Related Resources

How to Remove Lien / Put-on-Hold from Bank Account – NCRP

Step-by-step process to get the hold on your funds removed after a cyber crime complaint.

How to Unfreeze Bank Account in Cyber Crime – NCRP Cases

Guide to restoring digital banking services and unfreezing a seized bank account.

Cyber Sahayata – Official Reporting Portals

22 official portals to report cyber crime, restore money, and file grievances.

Need Legal Help with Your Bank Grievance?

Rupesh Mittal is a recognised Cyber Lawyer in Hyderabad specialising in NCRP complaints, bank account freezes, and cyber fraud recovery.

 Call +91-91332-66399