Promise And Performance

At the end of 1996, 4,142 complaints had been received by ombudsmen, of which 1,913 complaints were found to be non-maintenable (complaints that require the commercial judgement of bankers). Of the remaining 2,229 complaints, 1,337 were disposed of by the year end and the remaining 892 were pending at different stages.

Of the maintenable complaints, the maximum number -614- related to deposit accounts, followed by 583 which related to loans and advances, while 328 were on account of delays in collection of cheques/bills. Seventy two cases were for non-issue of duplicate drafts, and the rest were of miscellaneous nature. The highest number of complaints relate to interest wrongly charged.