Kathmandu. What are your complaints regarding banking services? Has any bank heard your complaints or not? Now, you can register your complaints regarding banking directly with Nepal Rastra Bank. The central bank has made arrangements for a separate officer for such work. According to Nepal Rastra Bank, a complaint officer has been appointed in banks and financial institutions, and a complaint portal is also placed on the website of each institution. Customers can contact that officer in the first stage or register a complaint through the portal.

To directly complain to Nepal Rastra Bank (NRB), use their online Gunaso (Grievance) Portal at gunaso.nrb.org.np, where you register your issue, get a tracking number, and can follow up; you should first complain to the bank, but if unresolved, NRB's Financial Inclusion & Consumer Protection Division (FICPD) handles complaints via online portal, email (nrbpbrd@nrb.org.np), or phone (01-4419804) for direct resolution or investigation. 

Online Method (Recommended)

Visit the Portal: Go to www.gunaso.nrb.org.np/.

Register Complaint: Fill out the form with details of your issue and upload relevant documents.

Get Tracking Number: You'll receive a registration number via email to track your complaint's status. 

The Rastra Bank has clarified that if the customer is not satisfied with the work done by the financial service provider to resolve the complaint or if there is no resolution, they can register a complaint with the Financial Customer Protection Unit of the central bank.

How to register a banking complaint with the Rastra Bank

A complaint can also be submitted through a written application addressed to the Rastra Bank.

There is a provision to register or file complaints through other means such as email, telephone, and by personally attending Nepal Rastra Bank.

In addition to the above-mentioned provisions, a separate complaint desk has been established in the Microfinance Institution Supervision Department to manage complaints related to microfinance services, and a toll-free number and a separate hotline have also been arranged.

If there is any complaint related to the functioning of banks and financial institutions, the Rastra Bank has urged them to take timely initiatives for resolution through institutional means.