|
Sr.No |
Particulars |
Previous Year FY 24-25 |
Current Year FY 25-26 |
|
Complaints received by the bank from its customers |
|||
|
1. |
Number of complaints pending at beginning of the year |
21 |
34 |
|
2. |
Number of complaints received during the year |
2004 |
2004* |
|
3. |
Number of complaints disposed during the year |
1991 |
2011 |
|
3.1 |
Of which, number of complaints rejected by the bank |
58 |
83 |
|
4. |
Number of complaints pending at the end of the year |
34 |
27 |
|
Maintainable complaints received by the bank from OBOs |
|||
|
5. |
Number of maintainable complaints received by the bank from OBOs |
42 |
37^ |
|
5.1 |
Of 5, number of complaints resolved in favour of the bank by BOs |
32 |
19 |
|
5.2 |
Of 5, number of complaints resolved through conciliation/mediation/advisories issued by BOs |
10 |
18 |
|
5.3 |
Of 5, number of complaints resolved after passing of Awards by BOs against the bank |
0 |
0 |
|
6. |
Number of Awards unimplemented within the stipulated time (other than those appealed) |
0 |
0 |
*includes all internal CMS portal complaints, CPGRAM/PG Portal, all RBI BO complaints and including Ecom/ATM/UPI/POS etc. received during the year i.e. 01.04.2025 to 31.03.2026).
^ Above -37- complaints are Reserve Bank of India - Banking Ombudsman (RBI BO) Maintainable complaints which were received during 01.04.2025 to 31.03.2026. (Q1, Q2, Q3 and Q4 FY 25-26). -9- out of -10- open RBI BO complaints (which were open as on 31.12.2025) final status was Maintainable and included in the -37- complaints. -4- RBI BO complaints are open as on 31.03.2026. Consequently, the -37- Maintainable complaints at present (as on 31.03.2026) does not include the still open -4- RBI BO complaints. The status (Maintainable/Non Maintainable) of these -4- open RBI BO complaints shall be updated in subsequent quarter(s).
|
S.No |
Grounds of complaints, (i.e. complaints relating to) |
Number of complaints pending at the beginning of the year |
Number of complaints received during the year |
% increase/ decrease in the number of complaints received over the previous year |
Number of complaints pending at the end of the year |
Of 5, number of complaints pending beyond 30 days |
|
Ground - 1 |
ATM/Debit Cards |
6 |
238 |
-12.82% |
0 |
0 |
|
Ground - 2 |
Loans and advances |
3 |
84 |
-14.29% |
3 |
1 |
|
Ground - 3 |
Internet/Mobile/Electronic Banking |
12 |
1053 |
-0.75% |
18 |
1 |
|
Ground - 4 |
Account opening/difficulty in operation of accounts |
0 |
24 |
-31.43% |
0 |
0 |
|
Ground - 5 |
Facilities for customers visiting the branch/adherence to prescribed working hours by the branch, etc. |
0 |
0 |
0% |
0 |
0 |
|
|
Others |
13 |
605 |
12.66% |
6 |
0 |
|
|
Total |
34 |
2004 |
0% |
27 |
2 |
|
S.No |
Grounds of complaints, (i.e. complaints relating to) |
Number of complaints pending at the beginning of the year |
Number of complaints received during the year |
% increase/ decrease in the number of complaints received over the previous year |
Number of complaints pending at the end of the year |
Of 5, number of complaints pending beyond 30 days |
|
Ground - 1 |
ATM/Debit Cards |
2 |
273 |
-85.51% |
6 |
1 |
|
Ground - 2 |
Loans and advances |
2 |
98 |
-3.92% |
3 |
2 |
|
Ground - 3 |
Internet/Mobile/Electronic Banking |
1 |
1061 |
124.31% |
12 |
3 |
|
Ground - 4 |
Account opening/difficulty in operation of accounts |
1 |
35 |
-45.31% |
0 |
0 |
|
Ground - 5 |
Facilities for customers visiting the branch/adherence to prescribed working hours by the branch, etc. |
0 |
0 |
0% |
0 |
0 |
|
|
Others |
15 |
537 |
42.82% |
13 |
1 |
|
|
Total |
21 |
2004 |
-30.87% |
34 |
7 |
