Analysis/ category

Complaints received by the bank from its customers

1.

Number of complaints Pending at beginning of the year

296

19

2.

Number of complaints received during the year

3760

3198

3.

Number of complaints disposed during the year

4037

3214

3.1

Of which, number of complaints rejected by the bank

0

0

4.

Number of complaints pending at the end of the year

19

3

Maintainable complaints received by bank from OBOs

5

Number of maintainable complaints received by bank from OBOs

1511

1200

5.1

Of 5, number of complaints resolved in favour of the bank by BOs

887

957

5.2

Of 5, number of complaints resolved through conciliation/mediation/advisories issued by BOs

98

73

5.3

Of 5, number of complaints resolved after passing of Awards by BOs against the bank.

0

0

6

Number of Awards unimplemented within the stipulated time (other than those appealed)

0

2

1

2

3

4

5

6

1-ATM/Debit Cards

6

760

-52

2

0

2- Internet/Mobile/Electronic Bkg

12

1409

18

1

0

3- Account opening /difficulty in operation of account

1

341

-38

0

0

4- Loans and Advances

0

356

54

0

0

5.Pension and facilities for senior citizens/differently abled

0

0

0

0

0

Others

0

332

163

0

0

Total

19

3198

-15

3

0

1- ATM/Debit Cards

199

1600

-55

6

0

2- Internet/Mobile/Electronic Bkg

59

1195

-58

12

0

3- Account opening /difficulty in operation of account

14

553

-51

1

0

4- Loans and Advances

6

223

-68

0

0

5- Pension and facilities for senior citizens/differently abled

0

64

-28

0

0

Others

18

125

-69

0

0

Total

296

3760

-57

19

0