1

Number of Complaints pending at beginning of the year

64

37

2

Number of complaints received during the year

14632

17235

3

Number of complaints disposed during the year

14556

17208

3.1

Of which, no of complaint rejected by the bank

278

602

4

No of complaints pending at the end of the year

140

64

5

Number of Maintainable complaints received by the bank from office of Ombudsman

1081

1332

5.1

Of 5, number of complaints resolved in favour of the bank by office of Ombudsman

604

552

5.2

Of 5,number of complaints resolved through conciliation/mediation/advisories issued by office of Ombudsman

477

780

5.3

Of 5 , number of complaints resolved after passing of Awards by office on Ombudsman against the bank

0

0

6

Number of Awards unimplemented within the stipulated time(other than those appealed)

0

0

Note: Maintainable complaints refer to complaints on the grounds specifically mentioned in integrated Ombudsman scheme,2021 ( previously Banking Ombudsman Scheme,2006) and covered within the ambit of the scheme

1

2

3

4

5

6

ATM/Debit card

5

1174

6

6

0

Internet/Mobile/Electronic Banking

4

1831

4

15

0

Account Opening/difficulty in operations

6

1574

-21

7

0

Loans and Advances

3

656

-13

8

0

Pension and facilities for senior citizens

2

105

38

0

0

CIC & Others

44

9292

-18

104

0

Total

64

14632

-15

140

0

ATM/Debit card

9

894

30

5

0

Internet/Mobile/Electronic Banking

13

1766

-23

4

0

Account Opening/difficulty in operations

6

2235

104

6

0

Loans and Advances

8

757

34

3

0

Pension and facilities for senior citizens

0

76

17

2

0

CIC & Others

1

11507

28

44

0

Total

37

17235

207

64

0