A charge on your Federal Bank credit card you don't recognise. A refund that hasn't come back, recovery calls you shouldn't be getting, or a Scapia booking issue that's tied up with your card. You've called customer care, and it's still not fixed.

Federal Bank, the Kerala-based private bank, issues its own credit cards and the co-branded Scapia Federal card. Both follow the same four-step grievance process, with named emails at every level. Here's how to raise a Federal Bank or Scapia credit card complaint and escalate it.

Federal Bank and Scapia credit card customer care: quick contacts

All details are from Federal Bank's credit card grievance redressal page. For card fraud, block the card through customer care straight away, then also report it on the National Cyber Crime Helpline, 1930.

Is Federal Bank credit card customer care 24x7? Yes. Federal Bank describes both its credit card helplines (1800-425-1199 / 1800-420-1199) and the Scapia helpline (1800-296-1199) as 24-hour customer care.

How to raise a Federal Bank or Scapia credit card complaint: step by step

Step 1: Contact customer care

For Federal Bank credit cards:

• Call: 1800-425-1199 or 1800-420-1199 (24 hours)

• Email: creditcards@federalbank.co.in

• Online: Federal Bank's online customer grievance form

• Branch: your Federal Bank branch, or the Customer Grievance form

For Scapia Federal credit cards:

• Call: 1800-296-1199 (24 hours)

• Email: scapiafederalcards@federalbank.co.in

• Form: the Customer Grievance form

Keep your complaint reference number; you'll need it at every later step.

Step 2: Escalate to the Nodal Officer

If you're not happy with the resolution, contact Federal Bank's Nodal Officer for credit cards (the same contact for Federal Bank and Scapia cards):

• Email: creditcardescalation@federalbank.co.in

• Phone: 0484-2866511

• Online: Federal Bank's online customer grievance form

• Post: Nodal Officer, The Federal Bank Ltd., 2nd Floor, Municipal Building, Aluva, Ernakulam, Kerala – 683101

Step 3: Escalate to the Principal Nodal Officer

If your complaint hasn't been handled properly, or there's been a delay in resolving it, escalate to Federal Bank's Principal Nodal Officer:

• Email: support@federalbank.co.in

• Phone: 0484-2866521

• Online: Federal Bank's online customer grievance form

• Post: Principal Nodal Officer, The Federal Bank Ltd., Federal Towers, Aluva, Ernakulam, Kerala – 683101

Quote every earlier reference number and attach Federal Bank's replies.

If Federal Bank decides to reject your complaint fully or partly, RBI rules require its Internal Ombudsman to review it before the final reply. That happens inside the bank; you don't need to apply for it.

Step 4: Go to the RBI Ombudsman

Federal Bank's page says that if you're still not satisfied, you can approach the RBI Ombudsman. Remember that the bank must be your first point of complaint.

• Online: cms.rbi.org.in, where you can also track your complaint

• Email: crpc@rbi.org.in

• Help line (not for filing): 14448

• Post: Centralised Receipt and Processing Centre, Reserve Bank of India, 4th Floor, Sector 17, Chandigarh – 160017

You can file if the bank hasn't resolved your complaint within 30 days, or you're unhappy with its reply. You must file within 90 days of the bank's timeline expiring or its last reply, whichever is later. It's free, and you don't need a lawyer or an agent.

Scapia cards from other banks

Scapia cards are also issued by BOBCARD and Axis Bank. If your Scapia card isn't issued by Federal Bank, card complaints go through that bank's own grievance process, not Federal Bank's.

What changed with the RBI Ombudsman in July 2026

The Reserve Bank – Integrated Ombudsman Scheme, 2026 replaced the 2021 scheme from 1 July 2026:

Your rights on common Federal Bank credit card complaints

How to write a Federal Bank complaint that gets resolved

• Your name, registered mobile number and email

• The last 4 digits of your Federal Bank or Scapia credit card

• Transaction date, amount and reference number

• Every earlier complaint number, with copies of the bank's replies

• What went wrong, and the exact fix you want ("reverse the forex charge on my 3 September transaction", not "fix my bill")

• Statements, SMS alerts and screenshots as proof

FAQs

What is the Federal Bank credit card customer care number?

1800-425-1199 or 1800-420-1199, available 24 hours.

What is the Scapia credit card customer care number?

For Scapia Federal credit cards, call 1800-296-1199 (24 hours) or email scapiafederalcards@federalbank.co.in.

What is the Federal Bank credit card complaint email ID?

creditcards@federalbank.co.in for Federal Bank credit cards, and scapiafederalcards@federalbank.co.in for Scapia Federal cards. To escalate, email creditcardescalation@federalbank.co.in, then support@federalbank.co.in.

What is the email ID of Federal Bank's Principal Nodal Officer?

support@federalbank.co.in. You can also call 0484-2866521.

How do I complain about recovery agent harassment on a Federal Bank credit card?

Email creditcards@federal.bank.in or call 0484-6754111, Federal Bank's dedicated channel for credit card mis-selling and recovery agent harassment.

How long do I have to go to the RBI Ombudsman?

Within 90 days from when Federal Bank's response timeline expires or from its last reply, whichever is later.