Customer complaints up marginally in 2011-12: RBI

Kanpur, Delhi continue to receive highest number of complaints followed by Chennai and Bhopal

The customer complaints in Banking Ombudsman offices of Reserve Bank of India (RBI) increased marginally to 72,889 in the year 2011-12. The number of complaints last year was 71,274.

According to the RBI, Kanpur and Delhi continued to receive highest number of consumer complaints followed by Chennai and Bhopal in 2011-12. While the number of complaints increased marginally, the rate of disposal of complaints was same at 94% like last year.

Twenty-five per cent of total complaints received were pertaining to the banks failure to meet commitments and non-observance of fair practices code while 21% were card (credit/debit/ATM) related complaints.

Twelve per cent complaints were related to deposit accounts.

Card-related complaints continued to be single largest ground of complaint even after declining 3% compared to the last year.

Out of 14,492 card-related complaints, 9,348 complaints pertained to ATM and debit cards. Unsolicited cards, unsolicited insurance policies and recovery of premium, charging of annual fee in spite of being offered as 'free' card were the few among the reasons for which customer complained to ombudsman.

The RBI also announced to set up a committee to review and update Banking Ombudsman Scheme, 2006. The committee will be chaired by Suma Verma. The working group has been constituted on the recommendations of Damodaran Committee on customer service.