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Date : Dec 28, 2021
Appendix Table IV.8: Statement of Complaints Received at Banking Ombudsman Office
(April to March 2020-21)
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 Commitments to BCSBI Code
  Public Sector Banks 5,597 10,878 49,268 27,436 7,789 4,833 15,871 23,974 29,328 1,74,974
1 Bank of Baroda 598 1,097 3,860 2,556 895 255 1,701 2,235 3,068 16,265
2 Bank of India 251 583 3,412 1,120 347 182 740 816 1,448 8,899
3 Bank of Maharashtra 57 114 842 299 150 13 132 165 426 2,198
4 Canara Bank 386 782 2,260 1,371 639 227 1,421 2,098 2,050 11,234
5 Central Bank of India 196 412 3,361 1,242 229 374 691 802 1,216 8,523
6 Indian Bank 277 554 2,405 1,176 324 211 919 1,066 1,212 8,144
7 Indian Overseas Bank 88 234 641 353 108 51 389 469 348 2,681
8 Punjab and Sind Bank 46 85 262 153 42 24 90 402 177 1,281
9 Punjab National Bank 931 1,369 7,199 3,960 907 811 1,725 3,939 4,157 24,998
10 State Bank of India (excluding SBI card) 2,253 4,659 19,865 12,661 3,538 2,394 6,468 9,655 12,626 74,119
11 UCO Bank 103 223 826 520 116 71 316 364 533 3,072
12 Union Bank of India 411 766 4,335 2,025 494 220 1,279 1,963 2,067 13,560

Appendix Table IV.8: Statement of Complaints Received at Banking Ombudsman Office (Continued)
(April to March 2020-21)
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 2,101 7,979 37,884 12,647 11,577 51 14,137 19,972 19,955 1,26,303
1 Axis Bank Limited 399 1,059 6,493 2,120 2,781 8 2,252 3,128 2,771 21,011
2 Bandhan Bank Limited 13 104 138 84 20 - 94 79 145 677
3 Catholic Syrian Bank Limited 4 2 15 3 22 - 31 18 13 108
4 City Union Bank Limited 5 23 56 64 20 1 53 42 54 318
5 DCB Bank Limited 20 167 32 34 89 - 129 198 165 834
6 Dhanlaxmi Bank Limited 2 8 11 8 8 - 29 7 17 90
7 Federal Bank Limited 34 76 314 147 73 - 162 87 161 1,054
8 HDFC Bank Limited 452 1,859 11,478 3,234 2,627 17 3,968 5,684 5,101 34,420
9 ICICI Bank Limited 462 2,312 6,740 3,481 2,926 9 3,209 4,383 4,543 28,065
10 IDBI Bank Limited 84 441 669 428 339 6 404 587 679 3,637
11 IDFC First Bank Limited 62 524 205 178 261 - 666 820 1,131 3,847
12 IndusInd Bank Limited 108 253 2,199 386 444 - 596 1,091 880 5,957
13 Jammu & Kashmir Bank Limited 28 49 285 82 21 3 128 41 81 718
14 Karnataka Bank Limited 10 38 115 107 71 - 61 162 112 676
15 Karur Vysya Bank Limited 19 51 79 77 59 - 120 107 90 602
16 Kotak Mahindra Bank Limited 221 557 2,656 1,492 971 6 1,079 1,582 2,193 10,757
17 Nainital Bank Limited - 6 11 5 1 - 16 10 22 71
18 RBL Bank Limited 61 153 5,601 298 438 - 571 910 973 9,005
19 South Indian Bank Limited 8 26 129 72 51 - 77 53 71 487
20 Tamilnadu Mercantile Bank Limited 3 18 66 48 21 - 54 70 42 322
21 Yes Bank Limited 106 253 592 299 334 1 438 913 711 3,647

Appendix Table IV.8: Statement of Complaints Received at Banking Ombudsman Office (Continued)
(April to March 2020-21)
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 95 286 2,678 530 342 4 632 842 748 6,157
1 AB Bank Limited 1 1 3 - 2 - - - 1 8
2 Abu Dhabi Commercial Bank PJSC - - - - - - - - 2 2
3 American Express Banking Corporation 1 3 255 1 31 - 33 54 26 404
4 Barclays Bank Plc - - 11 - - - 2 8 - 21
5 Bank of America National Association - - 2 - - - - 1 1 4
6 Bank of Bahrain and Kuwait B.S.C - - - - - - - - 1 1
7 BNP Paribas - - - - - - - - 2 2
8 Citibank N.A. 25 37 955 184 68 - 160 214 165 1,808
9 DBS Bank India Limited 23 9 68 118 26 - 75 80 108 507
10 Deutsche Bank A.G., 7 14 7 10 9 - 33 41 30 151
11 First Abu Dhabi Bank PJSC - - - - - - - 1 - 1
12 FirstRand Bank Limited - - - - - - - - 1 1
13 Hong Kong and Shanghai Banking Corporation Limited 10 29 282 38 15 - 53 90 56 573
14 Industrial & Commercial Bank of China Limited - - 4 - - - - 1 - 5
15 JP Morgan Chase Bank N.A. - 1 - - - - - - - 1
16 Krung Thai Bank Public Co. Limited - - 2 - - - - - - 2
17 Mashreqbank PSC - - - - - - - 1 2 3
18 Mizuho Bank Limited - - - - - - - - 1 1
19 MUFG Bank, Ltd. - - - - - - 1 - - 1
20 NatWest Markets Plc (erstwhile The Royal Bank of Scotland PLC) - - 7 - - - - 3 1 11
21 SBM Bank (India) Limited - - 2 - - - - - 2 4
22 Shinhan Bank - 7 - 1 - - 7 3 - 18
23 Societe Generale India - - - - - - 1 - - 1
24 Standard Chartered Bank 28 185 1,079 178 190 4 267 345 348 2,624
25 United Overseas Bank Limited - - 1 - - - - - - 1
26 National Australia Bank - - - - 1 - - - - 1
27 Cooperatieve Rabobank U.A - - - - - - - - 1 1

Appendix Table IV.8: Statement of Complaints Received at Banking Ombudsman Office (Concluded)
(April to March 2020-21)
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 85 204 174 120 125 - 201 316 416 1,641
1 Au Small Finance Bank Limited 17 110 22 25 52 - 60 91 196 573
2 Capital Small Finance Bank Limited 2 4 3 2 5 - 2 17 13 48
3 Fincare Small Finance Bank Limited 23 7 22 35 8 - 25 42 34 196
4 Equitas Small Finance Bank Limited 10 26 7 13 24 - 37 43 51 211
5 ESAF Small Finance Bank Limited 1 3 23 3 1 - 12 4 6 53
6 Suryoday Small Finance Bank Limited 6 4 1 2 - - 3 5 5 26
7 Ujjivan Small Finance Bank Limited 9 21 41 31 11 - 21 56 47 237
8 Utkarsh Small Finance Bank Limited 6 10 11 5 2 - 11 11 14 70
9 North East Small Finance Bank Limited - 1 - - - - - - 1 2
10 Jana Small Finance Bank Limited 11 18 44 4 22 - 30 47 49 225
  Payments Banks 342 13 437 1,956 118 5 306 844 1,256 5,277
1 Aditya Birla Idea Payments Bank Limited 1 4 2 2 - - - - 2 11
2 Airtel Payments Bank Limited 169 - 92 835 49 3 137 478 580 2,343
3 Fino Payments Bank Limited 30 5 72 43 5 - 11 24 65 255
4 India Post Payments Bank Limited 18 1 28 42 11 2 15 37 40 194
5 Jio Payments Bank Limited 2 - 1 14 - - 1 3 8 29
6 Paytm Payments Bank Limited 114 3 240 1,011 44 - 138 292 557 2,399
7 NSDL Payments Bank Limited 8 - 2 9 9 - 4 10 4 46
  Others (SBI Cards+Primary Urban Cooperative Banks+RRBs+Others) 360 858 10,483 1,696 998 73 2,751 4,541 5,635 27,395
Note: Nil/negligible.
Source: RBI.

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