Home >Industry >Customer complaints jumped 8% in 2013-14: RBI

Mumbai: The Reserve Bank of India (RBI) received 76,573 complaints from individual customers about various bank services in 2013-14, up 8.55% from 70,541 complaints received in 2012-13, the central bank said on its website.

State Bank of India (SBI), the nation’s largest bank with more than 16,000 branches had the maximum number of complaints against it at 21,208, followed by private sector ICICI Bank Ltd which received 5,325 complaints, RBI said. HDFC Bank Ltd with 4,822 complaints came at No.3.

Among foreign banks Standard Chartered Plc with 3,357 complaints against its name was the highest, followed by 775 complaints against Citibank NA.

The complaints were linked to deposit accounts, levy of charges, credit and debt cards, loans, pension accounts and non-adherence to the rules for recovery agents, the central bank said.

“Of the total complaints received, 32% were against SBI and associates and nationalized banks each, 22% against private sector banks and 6.5% against foreign banks. Metro and Urban areas accounted for about 71% of the total complaints received during the year 2013-14, followed by semi-urban (16%) and rural areas (13%). Banking ombudsman offices redressed 96% of the complaints received during the year," RBI said.

The Banking Ombudsman Scheme was started by the RBI in 1995 as a grievance redressal mechanism for consumers. There are 15 ombudsman offices across the country.

In 2013-14, complaints on failure to meet commitments and non-observance of fair practices code together constituted largest category of complaints (26.6%), followed by card related complaints (24.1%), RBI said.

“Non-adherence to prescribed working hours, refusal to accept, or delay in accepting, payments towards taxes, refusal to issue/delay in issuing or failure to service, or delay in servicing, or redemption of government securities, refusal to close or delay in closing of accounts were other categories of complaints," RBI said.

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