Analysis of complaints


i)  Customer complaints position for the Financial Year 2015-2016

a) No. of complaints pending at the beginning of the year: 873
b) No. of complaints received during the year: 38627
c)  No. of complaints redressed during the year: 38916
d) No. of complaints pending at the end of the year: 584

ii)  Awards passed by the Banking Ombudsmen for the Financial Year 2015-2016

a) No. of unimplemented awards at the beginning of the year: Nil
b) No. of awards passed by Banking Ombudsman during the year: Nil
c) No. of awards implemented during the year: Nil
d) No. of unimplemented awards at the end of the year: Nil

iii) Most of the complaints received by the Bank are under the following heads:

a) Debit cards matters account debited cash not received.
b) Internet Banking transactions.
c) ATM Card / pin not received / ATM not  working / faulty transaction at ATM.
d) Operation of  account, Core Banking,  delay in collection, disputed debit / credit transaction.
e) Mobile Banking, intra Bank fund transfer, IMPS fund transfer, pin not received
f) Pension related / arrears