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What to take to the branch

The papers that decide whether your grievance is forwarded or sent back.

The bank has to be satisfied about the genuineness of the credit before it forwards your grievance. That decision is made by a branch officer looking at what you put on the counter, so bring the file already organised.

Always

• Photo ID and your account passbook or a recent statement.
• Your written explanation of why the money came to you. Plain, short, dated, signed.
• Two printed copies of every letter — one to submit, one to get stamped and keep.
• The bank statement page showing the disputed credit, with that entry highlighted.

If you sold goods or services

• Invoice or bill, with the order reference.
• Delivery proof — courier receipt, tracking page, signed challan, or a photo.
• Chat or call record with the buyer, if you have it.
• GST returns or shop registration, if you are registered.
• Your usual sales pattern — a few months of statement showing similar credits.

If it was salary, rent or a refund

• Salary slip, appointment letter, rent agreement, or the refund confirmation.
• Any message from the sender about the payment.

If it was a crypto or P2P trade

• Exchange order ID and the trade ledger for that order.
• Your KYC status on the exchange.
• The escrow release record.

How to write the explanation

Keep it to one page. Date, amount, who paid, what it was for, what proof is attached. No legal argument, no accusations, no emotion. Attach an index listing each document with a number, and write those numbers in your explanation where you refer to them.

One warning: everything you write becomes part of an investigation record. Write only what is true and what you can support with a document. Giving false information to a bank or the police is itself an offence.

Before you leave the counter

Get a stamped acknowledgement with the date. Ask for the grievance reference number, or ask when you can collect it. Note the name of the officer who accepted it. Without a dated acknowledgement, no deadline in the SOP can be counted.