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The. Bank-wise details regarding number of complaints received by Banking Ombudsmen (BO) and disposed of in the last three years i.e. 2014-15, 2015-16 and 2016-17 are given in Annexure.
Majority of the complaints received under the Banking Ombudsman Scheme are resolved through conciliation and mediation of BO. In very few cases, where conciliation and mediation fails to achieve mutually agreeable settlement, BO passes an Award or rejects the complaint.
Bank-wise details of Complaint received/disposed/pending at the Offices of Banking Ombudsmen
Bank Name | 2014-15 | 2015-16 | 2016-17 | ||||||
Public Sector Banks | Received | Disposed | Pending | Received | Disposed | Pending | Received | Disposed | Pending |
STATE BANK OF INDIA | 24113 | 22750 | 1363 | 25611 | 25635 | 1339 | 30581 | 28610 | 3310 |
STATE BANK OF BIKANER & JAIPUR | 1199 | 1186 | 13 | 1267 | 1197 | 83 | 2033 | 2039 | 77 |
STATE BANK OF HYDERABAD | 642 | 625 | 17 | 777 | 744 | 50 | 862 | 882 | 30 |
STATE BANK OF MYSORE | 316 | 296 | 20 | 351 | 361 | 10 | 450 | 449 | 11 |
STATE BANK OF PATIALA | 530 | 497 | 33 | 760 | 767 | 26 | 1167 | 1109 | 84 |
STATE BANK OF TRAVANCORE | 790 | 766 | 24 | 819 | 837 | 6 | 849 | 782 | 73 |
ALLAHABAD BANK | 1143 | 1095 | 48 | 1218 | 1167 | 99 | 1413 | 1326 | 186 |
ANDHRA BANK | 682 | 680 | 2 | 1051 | 1023 | 30 | 1307 | 1285 | 52 |
BANK OF BARODA | 3038 | 2907 | 131 | 3916 | 3701 | 346 | 5043 | 4889 | 500 |
BANK OF INDIA | 2808 | 2660 | 148 | 3210 | 3127 | 231 | 4191 | 3972 | 450 |
BANK OF MAHARASHTRA | 590 | 561 | 29 | 652 | 645 | 36 | 845 | 758 | 123 |
CANARA BANK | 2992 | 2866 | 126 | 3838 | 3737 | 227 | 5248 | 5029 | 446 |
CENTRAL BANK OF INDIA | 2095 | 1974 | 121 | 2295 | 2262 | 154 | 2716 | 2540 | 330 |
CORPORATION BANK | 792 | 754 | 38 | 804 | 790 | 52 | 1254 | 1143 | 163 |
DENA BANK | 718 | 683 | 35 | 784 | 774 | 45 | 1140 | 1085 | 100 |
INDIAN BANK | 1246 | 1217 | 29 | 1369 | 1345 | 53 | 1673 | 1654 | 72 |
INDIAN OVERSEAS BANK | 1534 | 1494 | 40 | 2376 | 2313 | 103 | 2633 | 2616 | 120 |
ORIENTAL BANK OF COMMERCE | 834 | 788 | 46 | 1080 | 1039 | 87 | 1522 | 1456 | 153 |
PUNJAB AND SIND BANK | 390 | 374 | 16 | 554 | 539 | 31 | 690 | 661 | 60 |
PUNJAB NATIONAL BANK | 4454 | 4265 | 189 | 4735 | 4577 | 347 | 6227 | 5919 | 655 |
SYNDICATE BANK | 1195 | 1146 | 49 | 1225 | 1193 | 81 | 1416 | 1383 | 114 |
UCO BANK | 1262 | 1223 | 39 | 1406 | 1370 | 75 | 1747 | 1709 | 113 |
UNION BANK OF INDIA | 2141 | 2013 | 128 | 2249 | 2249 | 128 | 2559 | 2308 | 379 |
UNITED BANK OF INDIA | 953 | 937 | 16 | 733 | 700 | 49 | 958 | 972 | 35 |
VIJAYA BANK | 411 | 398 | 13 | 489 | 481 | 21 | 690 | 666 | 45 |
IDBI BANK LIMITED | 854 | 808 | 46 | 10 | 9 | 47 | 2079 | 2033 | 93 |
Bhartiya Mahila Bank | 2 | 2 | 0 | 1453 | 1410 | 43 | 16 | 16 | 43 |
| 57724 | 54965 | 2759 | 65032 | 63992 | 3799 | 81309 | 77291 | 7817 |
CATHOLIC SYRIAN BANK LTD | 82 | 81 | 1 | 80 | 78 | 3 | 66 | 66 | 3 |
CITY UNION BANK LIMITED | 120 | 119 | 1 | 124 | 120 | 5 | 136 | 136 | 5 |
FEDERAL BANK LTD | 331 | 327 | 4 | 387 | 376 | 15 | 503 | 467 | 51 |
JAMMU AND KASHMIR BANK LTD | 157 | 146 | 11 | 168 | 168 | 11 | 140 | 133 | 18 |
KARNATAKA BANK LTD | 163 | 162 | 1 | 140 | 138 | 3 | 222 | 207 | 18 |
KARUR VYSYA BANK LTD | 195 | 191 | 4 | 242 | 238 | 8 | 298 | 299 | 7 |
LAKSHMI VILAS BANK LTD | 102 | 100 | 2 | 166 | 167 | 1 | 120 | 116 | 5 |
NAINITAL BANK LTD | 15 | 12 | 3 | 45 | 45 | 3 | 25 | 23 | 5 |
RATNAKAR BANK LTD | 127 | 121 | 6 | 224 | 219 | 11 | 417 | 388 | 40 |
SOUTH INDIAN BANK LTD | 165 | 163 | 2 | 195 | 191 | 6 | 206 | 204 | 8 |
TAMILNAD MERCANTILE BANK LTD | 133 | 133 | 0 | 122 | 118 | 4 | 144 | 144 | 4 |
THE DHANALAKSHMI BANK LTD | 89 | 88 | 1 | 71 | 72 | 0 | 64 | 61 | 3 |
AXIS BANK LIMITED | 3242 | 3080 | 162 | 4966 | 4861 | 267 | 6748 | 6506 | 509 |
BANDHAN BANK LIMITED | 0 | 0 | 0 | 26 | 23 | 3 | 102 | 100 | 5 |
DEVELOPMENT CREDIT BANK LTD. | 131 | 128 | 3 | 263 | 252 | 14 | 316 | 301 | 29 |
HDFC BANK LTD. | 5684 | 5542 | 142 | 7712 | 7815 | 39 | 9885 | 9331 | 593 |
ICICI BANK LIMITED | 6379 | 6097 | 282 | 7897 | 7707 | 472 | 9541 | 9331 | 682 |
IDFC BANK LIMITED | 0 | 0 | 0 | 1 | 1 | 0 | 29 | 24 | 5 |
INDUSIND BANK LTD | 824 | 785 | 39 | 1214 | 1188 | 65 | 1436 | 1393 | 108 |
KOTAK MAHINDRA BANK LTD. | 1576 | 1512 | 64 | 2394 | 2287 | 171 | 3711 | 3608 | 274 |
YES BANK LTD. | 342 | 322 | 20 | 496 | 481 | 35 | 969 | 935 | 69 |
| 19857 | 19109 | 748 | 26933 | 26545 | 1136 | 35078 | 33773 | 2441 |
AMERICAN EXP. BANKING CORP. | 106 | 88 | 18 | 156 | 171 | 3 | 187 | 175 | 15 |
BARCLAYS BANK PLC | 92 | 87 | 5 | 95 | 96 | 4 | 55 | 57 | 2 |
CITIBANK N.A | 813 | 789 | 24 | 890 | 881 | 33 | 1242 | 1173 | 102 |
DBS BANK LTD. | 11 | 10 | 1 | 13 | 11 | 3 | 28 | 28 | 3 |
DEUTSCHE BANK AG | 63 | 58 | 5 | 90 | 89 | 6 | 105 | 94 | 17 |
HONGKONG AND SHANGHAI BANKING CORPN.LTD. | 298 | 288 | 10 | 403 | 385 | 28 | 415 | 408 | 35 |
ROYAL BANK OF SCOTLAND | 197 | 190 | 7 | 181 | 175 | 13 | 126 | 132 | 7 |
STANDARD CHARTERED BANK | 2012 | 1945 | 67 | 1558 | 1557 | 68 | 1086 | 1075 | 79 |
Others Foreign Banks | 18 | 17 | 1 | 27 | 28 | 0 | 42 | 40 | 2 |
| 3610 | 3472 | 138 | 3413 | 3393 | 158 | 3286 | 3182 | 262 |
RRBs/SCBs/Others | 7247 | 7116 | 131 | 7516 | 7188 | 459 | 11315 | 11082 | 692 |
Grand Total | 88438 | 84662 | 3776 | 102894 | 101146 | 5524 | 130988 | 125330 | 11182 |
* Complaints disposed includes those pending at the end of the previous year | |||||||||
This was stated by Shri Santosh Kumar Gangwar, Minister of State for Finance in written reply to a question in Rajya Sabha today.
Banking Ombudsman complaints resolution primarily via conciliation and mediation, with awards used where settlement fails. Banking Ombudsmen resolve most complaints through conciliation and mediation, with an Award or rejection used only if settlement fails. The document furnishes bank-wise counts of complaints received, disposed and pending over three years, aggregates system-level totals, and notes that disposed figures include complaints pending at the previous year-end. The information was supplied by the Minister of State for Finance in a written reply. of Press 'Enter' after typing page number.
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