Lok Sabha Question No. 2524 (UNSTARRED), answered on 2018-03-09
Subject: Banking Ombudsman
Ministry: FINANCE
Asked by: SANJAY SHAMRAO DHOTRE, BHARTRUHARI MAHTAB, RAHUL RAMESH SHEWALE

## 2524 . SHRI SANJAY DHOTRE: SHRI BHARTRUHARI MAHTAB: SHRI RAHUL SHEWALE:

Will the Minister of FINANCE be pleased to state:

- (a) the number of complaints filed in Banking Ombudsman, New Delhi against Public and Private Sector Banks and disposed by it during each of the last three years and the current year, Bank-wise;
- (b) whether the said Banking Ombudsman has been bound to dispose of such complaints in definite time frame;
- (c) if so, the details thereof along with the number of complaints disposed of by the said Banking Ombudsman within the specified time frame;
- (d) whether the said Banking Ombudsman has been empowered to provide compensation to the complainant for wrong doings of the Banks;
- (e) if so, the details thereof along with the amount of compensation awarded to the complainants by the said Banking Ombudsman during the said period; and
- (f) the other steps taken / being taken by the Government / RBI to ensure disposal of complaints by the said Banking Ombudsman within a time-bound manner?

## ANSWER

## THE MINISTER OF STATE IN THE MINISTRY OF FINANCE (SHRI SHIV PRATAP SHUKLA)

(a): Bank-wise details regarding number of complaints filed in the office of Banking Ombudsman, New Delhi against public and private sector banks and their disposal status during the period from July 2014 to February 2018 are given at Annexure.

(b) & (c): The Banking Ombudsman Scheme does not specify the time limit for disposal of the complaints by the Banking Ombudsman. Efforts are made to resolve the  complaints  generally  within  a  period  of  two  months.  However,  in  some  cases  resolution  gets  delayed  mainly  due  to  delay  in  receipt  of  further information/clarification from the complainants/banks.

(d)  &  (e): The  Banking  Ombudsman Scheme 2006 (BOS) provides compensation for any loss suffered by the complainant, arising directly out of the act or omission of the bank.  The Banking Ombudsman may also award compensation in addition to the above but not exceeding rupees one lakh to the complainant, taking into account the loss of complainant's time, expenses incurred by the complainant, harassment and mental agony suffered by the complainant.

(f) The office of the Banking Ombudsman, New Delhi is experiencing heavy inflow of complaints during the last few years. To cope with the increasing volume, a second office of the Banking Ombudsman at New Delhi was opened during the year 2016-17 by transferring the districts of Haryana and some districts of Uttar Pradesh to the second office of Banking Ombudsman. Further, to ease out the pressure on the Banking Ombudsman (BO), New Delhi, the area of Jammu and

## GOVERNMENT OF INDIA MINISTRY OF FINANCE DEPARTMENT OF FINANCIAL SERVICES LOK SABHA

## UN-STARRED QUESTION NO. 2524 TO BE ANSWERED ON 9 TH  MARCH, 2018 / 18 PHALGUNA, 1939 (SAKA)

## BANKING OMBUDSMAN

## QUESTION

Kashmir which hitherto was being taken care of by BO, New Delhi has been entrusted to newly created office of Banking Ombudsman at Jammu for the region of Jammu & Kashmir.

*****

## Annexure referred in reply to part (a) of reply to Lok Sabha Unstarred Question No. 2524 answer on 09.03.2018 regarding 'Banking Ombudsman'

| Public Sector Banks        | 01 Jul 2014- 30 Jun 2015   | 01 Jul 2014- 30 Jun 2015   | 01 Jul 2015- 30 Jun 2016   | 01 Jul 2015- 30 Jun 2016   | 01 Jul 2016- 30 Jun 2017   | 01 Jul 2017 - 2018   | 01 Jul 2017 - 2018   | 28   |
|----------------------------|----------------------------|----------------------------|----------------------------|----------------------------|----------------------------|----------------------|----------------------|------|
|                            | Received                   | Disposed                   | Received                   | Disposed                   | Received                   | Disposed             | Received             | Disp |
| ALLAHABAD BANK             | 110                        | 103                        | 135                        | 128                        | 179                        | 150                  | 107                  | 7    |
| ANDHRA BANK                | 46                         | 42                         | 117                        | 113                        | 116                        | 98                   | 75                   | 5    |
| BANK OF BARODA             | 372                        | 346                        | 725                        | 666                        | 776                        | 633                  | 432                  | 3    |
| BANK OF INDIA              | 283                        | 255                        | 411                        | 360                        | 440                        | 356                  | 204                  | 1    |
| BANK OF MAHARASHTRA        | 52                         | 48                         | 57                         | 51                         | 73                         | 53                   | 49                   | 3    |
| BHARATIYA MAHILA BANK LTD. | 0                          | 0                          | 1                          | 1                          | 0                          | 0                    | 0                    |      |
| CANARA BANK                | 511                        | 456                        | 790                        | 720                        | 982                        | 808                  | 457                  | 3    |
| CENTRAL BANK OF INDIA      | 216                        | 199                        | 326                        | 299                        | 417                        | 339                  | 165                  | 1    |
| CORPORATION BANK           | 223                        | 208                        | 283                        | 256                        | 367                        | 286                  | 363                  | 2    |
| DENA BANK                  | 70                         | 62                         | 119                        | 112                        | 149                        | 115                  | 65                   | 4    |
| IDBI BANK LIMITED          | 187                        | 170                        | 380                        | 347                        | 341                        | 287                  | 231                  | 1    |

| INDIAN BANK               | 85                   | 80                   | 140                  | 126                  | 142                  | 118                  | 76                   | 5                    |
|---------------------------|----------------------|----------------------|----------------------|----------------------|----------------------|----------------------|----------------------|----------------------|
| INDIAN OVERSEAS BANK      | 138                  | 133                  | 279                  | 239                  | 269                  | 244                  | 131                  | 1                    |
| ORIENTAL BANK OF COMMERCE | 239                  | 212                  | 420                  | 386                  | 432                  | 359                  | 249                  | 1                    |
| PUNJAB AND SIND BANK      | 134                  | 125                  | 193                  | 172                  | 213                  | 185                  | 114                  | 7                    |
| PUNJAB NATIONAL BANK      | 1216                 | 1149                 | 1471                 | 1357                 | 1528                 | 1327                 | 675                  | 5                    |
| STATE BANK OF INDIA       | 2934                 | 2724                 | 4154                 | 3822                 | 4580                 | 3825                 | 2562                 | 17                   |
| SYNDICATE BANK            | 211                  | 194                  | 278                  | 252                  | 362                  | 314                  | 157                  | 1                    |
| UCO BANK                  | 94                   | 88                   | 147                  | 137                  | 194                  | 156                  | 119                  | 9                    |
| UNION BANK OF INDIA       | 209                  | 192                  | 321                  | 294                  | 346                  | 286                  | 203                  | 1                    |
| UNITED BANK OF INDIA      | 32                   | 31                   | 41                   | 37                   | 65                   | 54                   | 30                   | 1                    |
| VIJAYA BANK               | 56                   | 55                   | 74                   | 70                   | 110                  | 92                   | 68                   | 4                    |
| Total                     | 7418                 | 6872                 | 10862                | 9945                 | 12081                | 10085                | 6532                 | 45                   |
| Private Sector Banks      | Private Sector Banks | Private Sector Banks | Private Sector Banks | Private Sector Banks | Private Sector Banks | Private Sector Banks | Private Sector Banks | Private Sector Banks |
| AXIS BANK LIMITED         | 854                  | 792                  | 1487                 | 1414                 | 1666                 | 1464                 | 884                  | 6                    |
| BANDHAN BANK LIMITED      | 0                    | 0                    | 0                    | 0                    | 0                    | 5                    | 12                   | 1                    |
| CATHOLIC SYRIAN BANK LTD  | 0                    | 0                    | 1                    | 1                    | 2                    | 2                    | 3                    |                      |
| CITY UNION BANK LIMITED   | 4                    | 4                    | 2                    | 2                    | 12                   | 7                    | 2                    |                      |

| DCB BANK LIMITED             |   34 |   33 |   118 |   113 |   81 |   70 |   50 | 4   |
|------------------------------|------|------|-------|-------|------|------|------|-----|
| FEDERAL BANK LTD             |   28 |   28 |    24 |    21 |   43 |   32 |   27 | 2   |
| HDFC BANK LTD.               | 1553 | 1490 |  2560 |  2417 | 2618 | 2322 | 1240 | 10  |
| ICICI BANK LIMITED           | 1653 | 1530 |  2748 |  2545 | 2462 | 2125 | 1166 | 9   |
| IDFC BANK LIMITED            |    0 |    0 |     1 |     1 |    2 |    0 |   20 | 1   |
| INDUSIND BANK LTD            |  181 |  163 |   291 |   269 |  423 |  373 |  199 | 1   |
| JAMMU AND KASHMIR BANK LTD   |  124 |  114 |   144 |   134 |  117 |  101 |   29 | 2   |
| KARNATAKA BANK LTD           |   38 |   36 |    48 |    45 |   35 |   29 |   17 |     |
| KARUR VYSYA BANK LTD         |   19 |   18 |    13 |    12 |   26 |   22 |   20 | 1   |
| KOTAK MAHINDRA BANK LTD.     |  409 |  383 |   784 |   703 | 1124 |  959 |  556 | 4   |
| LAKSHMI VILAS BANK LTD       |    1 |    1 |    17 |    17 |    8 |    5 |    8 |     |
| NAINITAL BANK LTD            |    6 |    4 |    28 |    27 |   17 |   11 |   11 | 1   |
| RATNAKAR BANK LTD            |   41 |   36 |   106 |   100 |  185 |  157 |  196 | 1   |
| SOUTH INDIAN BANK LTD        |   25 |   25 |    38 |    33 |   37 |   32 |   15 | 1   |
| TAMILNAD MERCANTILE BANK LTD |    3 |    3 |     7 |     5 |    1 |    0 |    4 |     |
| THE DHANALAKSHMI BANK LTD    |    6 |    5 |    14 |    14 |    1 |    0 |    3 |     |
| YES BANK LTD.                |  128 |  118 |   250 |   228 |  304 |  271 |  162 | 1   |
| Total                        | 5107 | 4783 |  8681 |  8101 | 9164 | 7987 | 4624 | 36  |