ICICI Bank tracks every complaint by a Service Request (SR) number, and loans taken through its digital products have their own contact. This guide explains how to ask ICICI Bank about settlement, which SR number to quote at each level and where app-based loan complaints go. ICICI Bank decides any settlement under its own policy; there is no fixed percentage.
You decide every step
Reviewed by Adv. AK Mishra · Last reviewed:
If your loan was taken through an ICICI digital product (for example cardless EMI or an app-based loan), mention this in your complaint and use the digital lending contact.
ICICI Bank issues its credit cards itself. Card and loan complaints go through the same ICICI Bank grievance process.
Contact details above are from ICICI Bank's grievance redressal page (checked 29 Oct 2026). Officer names change, so always check the live page.
No reply in 30 days, or a reply you don't accept? You can complain to the RBI Ombudsman. See the full complaint steps.
The RBI rules on recovery calls and the checks before you pay are the same for every bank. See help with recovery pressure, the RBI Ombudsman complaint guide and the settlement letter checklist.
Write to ICICI Bank explaining why you cannot pay, with proof. The bank checks your case under its own board-approved policy, as RBI's June 2023 rules allow. If it agrees, get the settlement letter first, pay only into the bank's official account, and then ask for a no-dues letter.
ICICI Bank can agree a compromise settlement under its own policy, as RBI's 2023 framework allows, but it decides account by account. Get any offer in writing before paying.
If your loan came through an ICICI digital product such as cardless EMI or an app-based loan, say so in your complaint. ICICI Bank lists digitallending@icicibank.com for these loans, and pno@icicibank.com for its Principal Nodal Officer.
First complain to the bank. If it does not reply within 30 days, or you do not accept its reply, you can complain free at cms.rbi.org.in within 90 days of the end of that period or the bank's last reply, whichever is later — if your lender is covered by RB-IOS 2026 (housing finance companies and smaller NBFCs are not). Complaints filed before 1 July 2026 stay under the 2021 scheme. See our [RBI Ombudsman complaint guide](/blog/rbi-ombudsman-complaint-guide).
Tell us a few details about your loans. We will look at them and explain the options that may suit you.