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Date : Dec 27, 2022
Appendix Table IV.12: Statement of complaints received at RBI Ombudsman Office
(April to March 2021-22)
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 Commitment to BCSBI Code
  Public Sector Banks 10,632 12,609 35,037 24,226 5,087 6,070 13,445 14,669 25,250 147,025
1 State Bank of India (excluding SBI card) 3,858 4,889 13,003 12,275 1,862 2,710 5,047 5,390 9,610 58,644
2 Bank of Baroda 1,080 1,283 3,214 1,734 630 256 1,549 1,259 2,369 13,374
3 Bank of India 452 602 2,923 966 215 217 608 530 1,319 7,832
4 Bank of Maharashtra 123 145 624 320 92 30 110 111 398 1,953
5 Canara Bank 980 1,202 1,992 1,111 581 343 1,256 1,463 2,042 10,970
6 Central Bank of India 417 527 2,346 904 140 373 585 513 1,033 6,838
7 Indian Bank 757 792 1,940 1,168 275 429 777 741 1,361 8,240
8 Indian Overseas Bank 201 351 492 290 98 46 265 251 400 2,394
9 Punjab and Sind Bank 61 82 207 134 31 7 60 210 156 948
10 Punjab National Bank 1,600 1,430 4,492 2,909 645 1,192 1,785 2,789 3,776 20,618
11 UCO Bank 206 236 464 384 84 76 221 262 498 2,431
12 Union Bank of India 897 1,070 3,340 2,031 434 391 1,182 1,150 2,288 12,783

Appendix Table IV.12: Statement of complaints received at RBI Ombudsman Office (Continued)
(April to March 2021-22)
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 4,215 10,025 28,903 11,180 6,727 62 8,762 9,805 14,596 94,275
1 Axis Bank Limited 856 1,499 5,685 1,694 1,730 7 1,424 1,779 2,318 16,992
2 Bandhan Bank Limited 48 134 184 106 21 1 83 54 138 769
3 Catholic Syrian Bank Limited 7 19 15 7 10 - 24 12 25 119
4 City Union Bank Limited 18 54 49 60 19 - 34 20 53 307
5 DCB Bank Limited 31 188 35 26 50 1 90 108 119 648
6 Dhanlaxmi Bank Limited 6 16 6 5 4 - 7 7 13 64
7 Federal Bank Limited 77 119 241 207 38 - 118 66 175 1,041
8 HDFC Bank Limited 834 2,077 5,950 2,673 1,248 18 1,849 2,305 3,090 20,044
9 ICICI Bank Limited 1,050 2,529 5,815 3,158 1,698 21 2,102 2,298 3,372 22,043
10 IDBI Bank Limited 179 392 383 301 217 5 250 252 521 2,500
11 IDFC First Bank Limited 136 790 406 289 232 1 527 493 913 3,787
12 Indusind Bank Limited 221 467 1,960 515 298 - 488 614 860 5,423
13 Jammu & Kashmir Bank Limited 28 59 190 143 31 2 52 29 123 657
14 Karnataka Bank Limited 36 76 98 106 45 - 55 89 87 592
15 Karur Vysya Bank Limited 48 103 69 79 27 1 83 57 69 536
16 Kotak Mahindra Bank Limited 326 765 2,152 1,048 503 5 706 785 1,451 7,741
17 Nainital Bank Limited 6 8 11 12 3 - 9 5 7 61
18 RBL Bank Limited 114 234 4,856 294 297 - 433 417 657 7,302
19 South Indian Bank Limited 32 89 88 77 31 - 67 36 80 500
20 Tamilnad Mercantile Bank Limited 30 43 49 51 28 - 69 17 43 330
21 Yes Bank Limited 132 364 661 329 197 - 292 362 482 2,819

Appendix Table IV.12: Statement of complaints received at RBI Ombudsman Office (Continued)
(April to March 2021-22)
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 163 318 2,085 458 203 6 355 326 550 4,464
1 AB Bank Limited - - 2 - - - - - 1 3
2 Abu Dhabi Commercial Bank PJSC - 1 - - - - - - - 1
3 American Express Banking Corporation 1 2 233 4 26 - 14 19 10 309
4 Barclays Bank Plc 2 1 6 1 1 - - 2 6 19
5 Bank of America National Association - - - 2 - - 2 - 4 8
6 Bank of Bahrain and Kuwait B.S.C - - - - - - 1 - - 1
7 BNP Paribas - 1 - - - - 1 - - 2
8 Citibank N.A. 33 34 777 136 41 - 98 80 162 1,361
9 DBS Bank India Limited 54 27 56 105 20 2 48 40 81 433
10 Deutsche Bank A.G., 7 38 4 3 5 - 15 18 34 124
11 Doha Bank QSC - - - - - - 1 - - 1
12 Emirates NBD BANK (P.J.S.C.) 1 - - - - - - - - 1
13 FirstRand Bank Limited - - - 1 - - - - - 1
14 Hong Kong and Shanghai Banking Corporation Limited 14 26 217 27 11 - 32 21 31 379
15 Industrial & Commercial Bank of China Limited - - - - - - - 1 - 1
16 JP Morgan Chase Bank N.A. - - - - - - - - 1 1
17 Mizuho Bank Limited - - - - - - - - 2 2
18 MUFG Bank, Ltd. - - - - - - 1 - - 1
19 Natwest Markets PLC (Erstwhile The Royal Bank of Scotland PLC) - - 4 - - - 2 4 1 11
20 SBM Bank (India) Limited 10 6 66 11 1 - 2 9 10 115
21 Shinhan Bank - 1 - - - - - 1 1 3
22 Sonali Bank - - - - - 1 - - - 1
23 Standard Chartered Bank 41 177 720 168 98 3 138 129 206 1,680
24 United Overseas Bank Limited - 1 - - - - - - - 1
25 Woori Bank - 3 - - - - - 2 - 5

Appendix Table IV.12: Statement of complaints received at RBI Ombudsman Office (Concluded)
(April to March 2021-22)
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 155 388 196 189 115 1 243 263 389 1,939
1 AU Small Finance Bank Limited 39 160 62 60 45 - 88 103 172 729
2 Capital Small Finance Bank Limited 1 10 2 4 1 - - 16 7 41
3 Equitas Small Finance Bank Limited 28 85 24 35 19 - 49 39 61 340
4 ESAF Small Finance Bank Limited 3 9 13 8 4 - 10 7 14 68
5 Fincare Small Finance Bank Limited 26 22 21 20 10 - 17 19 27 162
6 Jana Small Finance Bank Limited 16 42 31 5 12 - 36 33 38 213
7 North East Small Finance Bank Limited 1 1 2 - - - 1 - - 5
8 Suryoday Small Finance Bank Limited 6 4 1 - 2 - 10 1 9 33
9 Ujjivan Small Finance Bank Limited 23 49 33 43 19 1 24 33 49 274
10 Utkarsh Small Finance Bank Limited 12 6 7 14 3 - 8 12 12 74
  Payments Banks 578 44 461 2,433 133 1 278 645 1,564 6,137
1 Airtel Payments Bank Limited 346 5 102 1,167 92 1 131 397 821 3,062
2 Fino Payments Bank Limited 15 3 50 34 3 - 15 23 62 205
3 India Post Payments Bank Limited 32 2 53 84 7 - 15 33 61 287
4 Jio Payments Bank Limited 1 - 1 9 - - 1 1 1 14
5 NSDL Payments Bank Limited 17 2 2 10 7 - 8 15 28 89
6 Paytm Payments Bank Limited 167 32 253 1,129 24 - 108 176 591 2,480
  Others (SBI Cards+Primary Urban Cooperative Banks+RRBs+Others) 964 7,350 9,521 2,111 2,251 39 14,797 1,139 12,484 50,656
Note: Nil/negligible.
Source: RBI.

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