Customer complaints with the Reserves Bank Ombudsman were up by 68 percent in 2022-23 according to the Annual Report of Ombudsman Schemes released by the Reserve Bank on Monday.
Under the Reserve Bank Integrated Ombudsman Scheme (RBIOS), the central bank received 7,03,544 complaints between April 1, 2022 and March 31, 2023, showing an increase of 68.24% over last year.
Public sector banks accounted for 41 percent of the complaints followed by the private sector banks which accounted for 31 percent of the complaints.
In terms of category of complaints a fifth (20.27 percent) of the complaints were concerning mobile and internet banking, while another fifth (20.13 percent) were concerning loans and advances.
The ombudsman’s office handled about 33 percent of the complaints.
Of the total complaints 2,34,690 complaints were handled by the Ombudsman’s office and 4,68,270 complaints were closed by Centralised Receipt and Processing Centre (CRPC) as non-complaints /non-maintainable complaints.
The central bank’s integrated Ombudsman Scheme adopts “One Nation One Ombudsman” principle and provides single window for resolution of complaints against the regulated entities including banks, Non-Banking Financial Companies (NBFCs), Payment System Participants and Credit Information Companies.
