File a grievance that actually gets answered Home › Playbooks› File a grievance that actually gets answered Published by sandeep Grievances fail for two reasons: no reference number, and no ladder. This playbook fixes both.Start with the company’s own support channel and get a complaint reference number. Without a reference, nothing can be escalated.Write facts, not feelings: what happened, on which date, what you were told, and the reference numbers. Three short paragraphs beat three pages.No reply in the promised time? Escalate to the company’s nodal officer or grievance cell, quoting the first reference.For banks and payment apps: after 30 days, take it to the RBI Ombudsman at cms.rbi.org.in. It is free.For goods and services generally: the National Consumer Helpline at 1915 or consumerhelpline.gov.in.Keep every reply. Each escalation should quote the reference of the step before it.