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Date : Dec 29, 2020
Appendix Table IV.8: Statement of Complaints Received at Banking Ombudsman Office
(July -June 2019-20)
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 5,694 9,870 54,595 25,237 8,283 6,161 20,606 19,912 25,148 1,75,506
1 Allahabad Bank 148 274 1,335 490 182 193 609 423 633 4,287
2 Andhra Bank 80 147 1,089 345 78 18 327 754 297 3,135
3 Bank of Baroda 445 670 2,783 1,551 871 279 1,434 1,051 1,832 10,916
4 Bank of Baroda (Erstwhile Dena Bank) 51 101 406 183 99 58 168 148 264 1,478
5 Bank of Baroda (Erstwhile Vijaya Bank) 45 84 314 221 109 15 192 280 229 1,489
6 Bank of India 262 412 3,448 1,218 381 299 932 754 1,429 9,135
7 Bank of Maharashtra 47 99 797 325 109 18 178 145 418 2,136
8 Canara Bank 265 434 1,715 877 385 198 1,085 1,089 1,126 7,174
9 Central Bank of India 215 345 2,367 1,005 225 549 723 548 938 6,915
10 Corporation Bank 84 189 990 329 139 16 309 406 392 2,854
11 Indian Bank 122 207 1,395 631 103 59 574 391 394 3,876
12 Indian Overseas Bank 112 183 739 338 127 63 539 369 378 2,848
13 Oriental Bank of Commerce 134 209 1,172 506 191 33 367 419 526 3,557
14 Punjab and Sind Bank 29 77 286 151 35 41 145 304 148 1,216
15 Punjab National Bank 520 706 5,111 2,616 507 681 2,041 1,967 2,308 16,457
16 State Bank of India (Excluding SBI Card) 2,623 4,830 25,989 12,306 4,206 3,171 9,020 9,191 11,648 82,984
17 Syndicate Bank 95 223 684 322 131 172 469 571 510 3,177
18 UCO Bank 113 210 941 517 85 118 392 291 431 3,098
19 Union Bank of India 252 350 2,476 1,104 256 121 822 711 1,001 7,093
20 United Bank of India 52 120 558 202 64 59 280 100 246 1,681

Appendix Table IV.8: Statement of Complaints Received at Banking Ombudsman Office (Continued)
(July -June 2019-20)
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 2,287 5,340 30,096 12,429 9,043 57 11,662 14,054 13,677 98,645
1 Axis Bank Limited 508 730 5,270 2,349 2,209 11 1,671 2,276 2,100 17,124
2 Bandhan Bank Limited 15 39 107 63 16 - 59 44 90 433
3 Catholic Syrian Bank Ltd 3 5 18 4 14 - 39 15 13 111
4 City Union Bank Limited 11 19 66 41 20 - 52 33 51 293
5 DCB Bank Limited 20 109 55 29 73 - 117 128 101 632
6 Dhanlaxmi Bank Limited 7 11 8 2 7 - 30 18 13 96
7 Federal Bank Ltd 27 54 428 162 93 - 146 123 169 1,202
8 HDFC Bank Ltd. 483 1,352 8,881 3,509 2,187 26 3,223 4,072 3,436 27,169
9 ICICI Bank Limited 536 1,442 5,886 3,027 2,039 12 2,470 2,835 3,125 21,372
10 IDBI Bank Limited 91 321 797 492 294 6 522 458 528 3,509
11 IDFC Bank Limited 35 372 169 179 186 - 509 536 608 2,594
12 IndusInd Bank Ltd 125 177 1,300 387 372 - 560 671 592 4,184
13 Jammu & Kashmir Bank Ltd 7 31 277 51 19 1 118 33 58 595
14 Karnataka Bank Ltd 12 38 174 114 53 - 70 140 82 683
15 Karur Vysya Bank Ltd 19 38 151 86 52 - 122 110 103 681
16 Kotak Mahindra Bank Ltd. 209 309 2,431 1,133 812 - 962 1,193 1,419 8,468
17 Lakshmi Vilas Bank Ltd 19 12 48 21 27 - 81 30 40 278
18 Nainital Bank Ltd 1 3 14 3 - - 8 3 7 39
19 RBL Bank Ltd 43 75 3,253 268 221 - 330 682 480 5,352
20 South Indian Bank Ltd 12 25 98 54 72 - 52 39 45 397
21 Tamilnad Mercantile Bank Ltd 7 13 47 45 30 - 91 36 35 304
22 Yes Bank Ltd. 97 165 618 410 247 1 430 579 582 3,129

Appendix Table IV.8: Statement of Complaints Received at Banking Ombudsman Office (Continued)
(July -June 2019-20)
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 121 213 2,946 567 339 2 527 637 564 5,916
1 AB Bank Limited 1 1 5 - - - - - 2 9
2 Abu Dhabi Commercial Bank PJSC 1 - 1 - - - - - 2 4
3 American Express Banking Corp. - - 169 5 19 - 14 27 17 251
4 Bank of America, National Association - - - - - - 1 1 1 3
5 Bank of Bahrain & Kuwait B.S.C. - 1 - - - - 1 - - 2
6 Bank of Nova Scotia 1 - - - - - - 1 1 3
7 Barclays Bank PLC - - 17 - 1 - 3 2 3 26
8 BNP Paribas 1 - - - - - - - 1 2
9 Citibank N.A 35 39 898 209 53 - 131 182 165 1,712
10 Co-operative Rabobank U.A. - - - - - - - - 1 1
11 Credit Agricole Corporate and Investment Bank - - - - - - 1 - - 1
12 DBS Bank Ltd. 17 2 83 99 8 - 23 34 54 320
13 Deutsche Bank AG 9 9 13 9 13 - 24 30 28 135
14 First Abu Dhabi Bank PJSC - - - - - - - 1 - 1
15 Hongkong and Shanghai Banking Corp Ltd. 10 24 284 45 13 - 42 78 46 542
16 Industrial and Commercial Bank of China - - 3 - - - - 1 1 5
17 JPMorgan Chase Bank National Association - - - - - - - - 1 1
18 KEB Hana Bank - - - - - - 1 - - 1
19 Krung Thai Bank Public Company Limited - - 1 - - - - - - 1
20 Mashreq Bank PSC - - - - - - 2 - 1 3
21 MUFG Bank, Ltd. 1 - - - - - - - 1 2
22 National Australia Bank - - - - 1 - - - - 1
23 SBM Bank (Mauritius) Ltd. - - 1 - - - - - - 1
24 Shinhan Bank - 2 1 - - - - 1 1 5
25 Standard Chartered Bank 45 135 1,461 200 231 2 281 275 235 2,865
26 The Royal Bank of Scotland PLC - - 9 - - - 3 4 3 19

Appendix Table IV.8: Statement of Complaints Received at Banking Ombudsman Office (Concluded)
(July -June 2019-20)
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 56 114 147 65 95 - 211 171 264 1,123
1 AU Small Finance Bank Limited 12 64 20 16 37 - 74 46 122 391
2 Capital Small Finance Bank Limited 2 3 - 2 6 - 5 11 9 38
3 Equitas Small Finance Bank Limited 13 14 6 3 29 - 37 20 36 158
4 ESAF Small Finance Bank Limited 1 3 23 6 1 - 6 2 5 47
5 Fincare Small Finance Bank Limited 12 4 12 13 2 - 11 16 18 88
6 Jana Small Finance Bank Limited 3 11 17 4 13 - 28 31 27 134
7 North East Small Finance Bank Limited - 1 - - - - - - 2 3
8 Suryoday Small Finance Bank Limited 4 2 1 1 - - 4 - 2 14
9 Ujjivan Small Finance Bank Limited 6 11 57 17 5 - 26 36 29 187
10 Utkarsh Small Finance Bank Limited 3 1 11 3 2 - 20 9 14 63
  Payment Banks 233 12 397 1,522 68 2 288 578 1,001 4,101
1 Aditya Birla Idea Payments Bank Limited 5 4 3 1 1 - 6 3 12 35
2 Airtel Payments Bank Limited 104 1 73 497 24 - 99 268 354 1,420
3 Fino Payments Bank Limited 21 1 34 44 2 - 12 20 71 205
4 India Post Payments Bank Limited 15 - 39 20 9 2 14 20 34 153
5 Jio Payments Bank Limited 2 - - 9 - - - - 5 16
6 Paytm Payments Bank Limited 86 6 248 951 32 - 157 267 525 2,272
Note: Nil/negligible.
Source: RBI.

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