Complaints associated to ATM and debit playing cards and cell/ digital banking overtook these pertaining to non-observance of Fair Practices Code (FPC) as the foremost grounds of complaints in the course of the 12 months, in line with the Annual Report of the RBI’s Banking Ombudsman Scheme.
Their share within the complete complaints obtained in 2019-20 was 21.97 per cent and 13.38 per cent, respectively, whereas the share of complaints regarding non-observance of FPC stood at 11.73 per cent, the report mentioned. The figures in opposition to these grounds in the course of the earlier 12 months had been 18.65 per cent, 7.55 per cent and 19.17 per cent, respectively. As per the report, complaints obtained on grounds regarding bank cards, failure to satisfy commitments, levy of costs with out discover, loans and advances and non-adherence to the Banking Codes and Standards Board of India Codes elevated this 12 months when in comparison with the earlier 12 months. The variety of complaints pertaining to ‘Direct Sales Agent and recovery agents’ rose from 629 complaints in 2018-19 to 1,406 complaints this 12 months, it mentioned.
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“Of the total maintainable complaints, the share of complaints resolved by agreement i.e. through intervention of Office of the Banking Ombudsman, mediation and conciliation increased from 69.88 per cent in 2018-19 to 72.35 per cent in 2019-20,” it mentioned.
Complaints obtained at Ombudsman Scheme for Digital Transactions rose from 470 within the 5 months of operation in 2018-19 to 2,481 in 2019-20, of which 99.4 per cent had been obtained by way of digital means, the report mentioned.