You need to lodge a dispute claim at your nearest Branch or by emailing to within 60 days from the date of transaction. Please include all your details like card number/account number, account name, ATM location, dispute amount, transaction date and time, etc. while lodging your dispute claim. While sending details via email, please do not disclose your full card number; card numbers should be masked by disclosing first six digits and last four digit only. For example: 423559XXXXXX1234. Bank will not be liable to process the disputes lodged beyond the mentioned timeline.

You can also lodge your dispute through the given link 

Based on the location (Bank’s own ATM, Other Bank’s ATM-within Nepal or Other Bank’s ATM – India), the timeline for settlement varies. It may take upto 45 days for dispute settlement of transactions conducted in other Bank’s ATM Terminals; however, the bank staffs shall put their best effort to resolve the issue at the earliest.

For disputes in Other Bank’s ATM Terminals, response received from the corresponding Banks with valid logs will be the final and shall be treated as successful transaction.