Appendix Table IV.12: Statement of complaints received at RBI Ombudsman Office - ربی - Reserve Bank of India
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Appendix Table IV.12: Statement of complaints received at RBI Ombudsman Office
(April to March 2021-22) | |||||||||||
Sr. No. | Name of the Bank | Number of complaints in major categories for Public Sector Banks | Others | Total | |||||||
Deposit Account | Loans and Advances | ATM/ Debit card/ Credit card | Mobile Banking/ Electronic Banking | Levy of Charges Without Prior Notice | Pension | Non-Observance of Fair Practices | Failure on Commitments and Failure of Commitment to BCSBI Code | ||||
Public Sector Banks | 10,632 | 12,609 | 35,037 | 24,226 | 5,087 | 6,070 | 13,445 | 14,669 | 25,250 | 147,025 | |
1 | State Bank of India (excluding SBI card) | 3,858 | 4,889 | 13,003 | 12,275 | 1,862 | 2,710 | 5,047 | 5,390 | 9,610 | 58,644 |
2 | Bank of Baroda | 1,080 | 1,283 | 3,214 | 1,734 | 630 | 256 | 1,549 | 1,259 | 2,369 | 13,374 |
3 | Bank of India | 452 | 602 | 2,923 | 966 | 215 | 217 | 608 | 530 | 1,319 | 7,832 |
4 | Bank of Maharashtra | 123 | 145 | 624 | 320 | 92 | 30 | 110 | 111 | 398 | 1,953 |
5 | Canara Bank | 980 | 1,202 | 1,992 | 1,111 | 581 | 343 | 1,256 | 1,463 | 2,042 | 10,970 |
6 | Central Bank of India | 417 | 527 | 2,346 | 904 | 140 | 373 | 585 | 513 | 1,033 | 6,838 |
7 | Indian Bank | 757 | 792 | 1,940 | 1,168 | 275 | 429 | 777 | 741 | 1,361 | 8,240 |
8 | Indian Overseas Bank | 201 | 351 | 492 | 290 | 98 | 46 | 265 | 251 | 400 | 2,394 |
9 | Punjab and Sind Bank | 61 | 82 | 207 | 134 | 31 | 7 | 60 | 210 | 156 | 948 |
10 | Punjab National Bank | 1,600 | 1,430 | 4,492 | 2,909 | 645 | 1,192 | 1,785 | 2,789 | 3,776 | 20,618 |
11 | UCO Bank | 206 | 236 | 464 | 384 | 84 | 76 | 221 | 262 | 498 | 2,431 |
12 | Union Bank of India | 897 | 1,070 | 3,340 | 2,031 | 434 | 391 | 1,182 | 1,150 | 2,288 | 12,783 |
Appendix Table IV.12: Statement of complaints received at RBI Ombudsman Office (Continued) | |||||||||||
(April to March 2021-22) | |||||||||||
Sr. No. | Name of the Bank | Number of complaints in major categories for Private Sector Banks | Others | Total | |||||||
Deposit Account | Loans and Advances | ATM/ Debit card/ Credit card | Mobile Banking / Electronic Banking | Levy of Charges Without Prior Notice | Pension | Non-Observance of Fair Practices | Failure on Commitments and Failure of Commitment to BCSBI Code | ||||
Private Sector Banks | 4,215 | 10,025 | 28,903 | 11,180 | 6,727 | 62 | 8,762 | 9,805 | 14,596 | 94,275 | |
1 | Axis Bank Limited | 856 | 1,499 | 5,685 | 1,694 | 1,730 | 7 | 1,424 | 1,779 | 2,318 | 16,992 |
2 | Bandhan Bank Limited | 48 | 134 | 184 | 106 | 21 | 1 | 83 | 54 | 138 | 769 |
3 | Catholic Syrian Bank Limited | 7 | 19 | 15 | 7 | 10 | - | 24 | 12 | 25 | 119 |
4 | City Union Bank Limited | 18 | 54 | 49 | 60 | 19 | - | 34 | 20 | 53 | 307 |
5 | DCB Bank Limited | 31 | 188 | 35 | 26 | 50 | 1 | 90 | 108 | 119 | 648 |
6 | Dhanlaxmi Bank Limited | 6 | 16 | 6 | 5 | 4 | - | 7 | 7 | 13 | 64 |
7 | Federal Bank Limited | 77 | 119 | 241 | 207 | 38 | - | 118 | 66 | 175 | 1,041 |
8 | HDFC Bank Limited | 834 | 2,077 | 5,950 | 2,673 | 1,248 | 18 | 1,849 | 2,305 | 3,090 | 20,044 |
9 | ICICI Bank Limited | 1,050 | 2,529 | 5,815 | 3,158 | 1,698 | 21 | 2,102 | 2,298 | 3,372 | 22,043 |
10 | IDBI Bank Limited | 179 | 392 | 383 | 301 | 217 | 5 | 250 | 252 | 521 | 2,500 |
11 | IDFC First Bank Limited | 136 | 790 | 406 | 289 | 232 | 1 | 527 | 493 | 913 | 3,787 |
12 | Indusind Bank Limited | 221 | 467 | 1,960 | 515 | 298 | - | 488 | 614 | 860 | 5,423 |
13 | Jammu & Kashmir Bank Limited | 28 | 59 | 190 | 143 | 31 | 2 | 52 | 29 | 123 | 657 |
14 | Karnataka Bank Limited | 36 | 76 | 98 | 106 | 45 | - | 55 | 89 | 87 | 592 |
15 | Karur Vysya Bank Limited | 48 | 103 | 69 | 79 | 27 | 1 | 83 | 57 | 69 | 536 |
16 | Kotak Mahindra Bank Limited | 326 | 765 | 2,152 | 1,048 | 503 | 5 | 706 | 785 | 1,451 | 7,741 |
17 | Nainital Bank Limited | 6 | 8 | 11 | 12 | 3 | - | 9 | 5 | 7 | 61 |
18 | RBL Bank Limited | 114 | 234 | 4,856 | 294 | 297 | - | 433 | 417 | 657 | 7,302 |
19 | South Indian Bank Limited | 32 | 89 | 88 | 77 | 31 | - | 67 | 36 | 80 | 500 |
20 | Tamilnad Mercantile Bank Limited | 30 | 43 | 49 | 51 | 28 | - | 69 | 17 | 43 | 330 |
21 | Yes Bank Limited | 132 | 364 | 661 | 329 | 197 | - | 292 | 362 | 482 | 2,819 |
Appendix Table IV.12: Statement of complaints received at RBI Ombudsman Office (Continued) | |||||||||||
(April to March 2021-22) | |||||||||||
Sr. No. | Name of the Bank | Number of complaints in major categories for Foreign Banks | Others | Total | |||||||
Deposit Account | Loans and Advances | ATM/ Debit card/ Credit card | Mobile Banking/ Electronic Banking | Levy of Charges Without Prior Notice | Pension | Non-Observance of Fair Practices | Failure On Commitments and Failure of Commitment to BCSBI Code | ||||
Foreign Banks | 163 | 318 | 2,085 | 458 | 203 | 6 | 355 | 326 | 550 | 4,464 | |
1 | AB Bank Limited | - | - | 2 | - | - | - | - | - | 1 | 3 |
2 | Abu Dhabi Commercial Bank PJSC | - | 1 | - | - | - | - | - | - | - | 1 |
3 | American Express Banking Corporation | 1 | 2 | 233 | 4 | 26 | - | 14 | 19 | 10 | 309 |
4 | Barclays Bank Plc | 2 | 1 | 6 | 1 | 1 | - | - | 2 | 6 | 19 |
5 | Bank of America National Association | - | - | - | 2 | - | - | 2 | - | 4 | 8 |
6 | Bank of Bahrain and Kuwait B.S.C | - | - | - | - | - | - | 1 | - | - | 1 |
7 | BNP Paribas | - | 1 | - | - | - | - | 1 | - | - | 2 |
8 | Citibank N.A. | 33 | 34 | 777 | 136 | 41 | - | 98 | 80 | 162 | 1,361 |
9 | DBS Bank India Limited | 54 | 27 | 56 | 105 | 20 | 2 | 48 | 40 | 81 | 433 |
10 | Deutsche Bank A.G., | 7 | 38 | 4 | 3 | 5 | - | 15 | 18 | 34 | 124 |
11 | Doha Bank QSC | - | - | - | - | - | - | 1 | - | - | 1 |
12 | Emirates NBD BANK (P.J.S.C.) | 1 | - | - | - | - | - | - | - | - | 1 |
13 | FirstRand Bank Limited | - | - | - | 1 | - | - | - | - | - | 1 |
14 | Hong Kong and Shanghai Banking Corporation Limited | 14 | 26 | 217 | 27 | 11 | - | 32 | 21 | 31 | 379 |
15 | Industrial & Commercial Bank of China Limited | - | - | - | - | - | - | - | 1 | - | 1 |
16 | JP Morgan Chase Bank N.A. | - | - | - | - | - | - | - | - | 1 | 1 |
17 | Mizuho Bank Limited | - | - | - | - | - | - | - | - | 2 | 2 |
18 | MUFG Bank, Ltd. | - | - | - | - | - | - | 1 | - | - | 1 |
19 | Natwest Markets PLC (Erstwhile The Royal Bank of Scotland PLC) | - | - | 4 | - | - | - | 2 | 4 | 1 | 11 |
20 | SBM Bank (India) Limited | 10 | 6 | 66 | 11 | 1 | - | 2 | 9 | 10 | 115 |
21 | Shinhan Bank | - | 1 | - | - | - | - | - | 1 | 1 | 3 |
22 | Sonali Bank | - | - | - | - | - | 1 | - | - | - | 1 |
23 | Standard Chartered Bank | 41 | 177 | 720 | 168 | 98 | 3 | 138 | 129 | 206 | 1,680 |
24 | United Overseas Bank Limited | - | 1 | - | - | - | - | - | - | - | 1 |
25 | Woori Bank | - | 3 | - | - | - | - | - | 2 | - | 5 |
Appendix Table IV.12: Statement of complaints received at RBI Ombudsman Office (Concluded) | |||||||||||
(April to March 2021-22) | |||||||||||
Sr. No. | Name of the Bank | Number of complaints in major categories for Small Finance Banks | Others | Total | |||||||
Deposit Account | Loans and Advances | ATM/ Debit card/ Credit card | Mobile Banking/ Electronic Banking | Levy of Charges Without Prior Notice | Pension | Non-Observance of Fair Practices | Failure On Commitments and Failure of Commitment to BCSBI Code | ||||
Small Finance Banks | 155 | 388 | 196 | 189 | 115 | 1 | 243 | 263 | 389 | 1,939 | |
1 | AU Small Finance Bank Limited | 39 | 160 | 62 | 60 | 45 | - | 88 | 103 | 172 | 729 |
2 | Capital Small Finance Bank Limited | 1 | 10 | 2 | 4 | 1 | - | - | 16 | 7 | 41 |
3 | Equitas Small Finance Bank Limited | 28 | 85 | 24 | 35 | 19 | - | 49 | 39 | 61 | 340 |
4 | ESAF Small Finance Bank Limited | 3 | 9 | 13 | 8 | 4 | - | 10 | 7 | 14 | 68 |
5 | Fincare Small Finance Bank Limited | 26 | 22 | 21 | 20 | 10 | - | 17 | 19 | 27 | 162 |
6 | Jana Small Finance Bank Limited | 16 | 42 | 31 | 5 | 12 | - | 36 | 33 | 38 | 213 |
7 | North East Small Finance Bank Limited | 1 | 1 | 2 | - | - | - | 1 | - | - | 5 |
8 | Suryoday Small Finance Bank Limited | 6 | 4 | 1 | - | 2 | - | 10 | 1 | 9 | 33 |
9 | Ujjivan Small Finance Bank Limited | 23 | 49 | 33 | 43 | 19 | 1 | 24 | 33 | 49 | 274 |
10 | Utkarsh Small Finance Bank Limited | 12 | 6 | 7 | 14 | 3 | - | 8 | 12 | 12 | 74 |
Payments Banks | 578 | 44 | 461 | 2,433 | 133 | 1 | 278 | 645 | 1,564 | 6,137 | |
1 | Airtel Payments Bank Limited | 346 | 5 | 102 | 1,167 | 92 | 1 | 131 | 397 | 821 | 3,062 |
2 | Fino Payments Bank Limited | 15 | 3 | 50 | 34 | 3 | - | 15 | 23 | 62 | 205 |
3 | India Post Payments Bank Limited | 32 | 2 | 53 | 84 | 7 | - | 15 | 33 | 61 | 287 |
4 | Jio Payments Bank Limited | 1 | - | 1 | 9 | - | - | 1 | 1 | 1 | 14 |
5 | NSDL Payments Bank Limited | 17 | 2 | 2 | 10 | 7 | - | 8 | 15 | 28 | 89 |
6 | Paytm Payments Bank Limited | 167 | 32 | 253 | 1,129 | 24 | - | 108 | 176 | 591 | 2,480 |
Others (SBI Cards+Primary Urban Cooperative Banks+RRBs+Others) | 964 | 7,350 | 9,521 | 2,111 | 2,251 | 39 | 14,797 | 1,139 | 12,484 | 50,656 | |
Note: Nil/negligible. Source: RBI. |
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