Lok Sabha Question No. 3253 (UNSTARRED), answered on 2015-12-18
Subject: Complaints against Banks
Ministry: FINANCE
Asked by: ASADUDDIN OWAISI, RAM CHARITRA

## TO BE ANSWERED ON THE 18 TH DECEMBER, 2015/27 AGRAHAYANA, 1937 (SAKA)

## GOVERNMENT OF INDIA MINISTRY OF FINANCE DEPARTMENT OF FINANCIAL SERVICES LOK SABHA UNSTARRED QUESTION NO. 3253 COMPLAINTS AGAINST BANKS

## QUESTION

## 3253. SHRI ASADUDDIN OWAISE: SHRI RAM CHARITRA NISHAD:

Will the Minister of FINANCE be pleased to state:

(a) whether Reserve Bank of India (RBI) has published a report on complaints received from customers about the services being provided by banks in the country;

(b) if so, the details thereof, bank-wise;

(c) whether Delhi and Mumbai are top cities where the maximum number of complaints have been received;

(d) if so, the details thereof and the bank-wise complaints received by the Government during 2014-15;

(e) whether number of complaints have increased as compared to 2013-14; and

(f) if so, the steps taken / being taken by the Government to ask the banks to fill vacant posts to give better services to customers in the country?

## ANSWER

THE MINISTER OF STATE IN THE MINISTRY OF FINANCE (SHRI JAYANT SINHA)

(a) to (f): Reserve Bank of India (RBI) has informed that it had published the Annual Report of Banking Ombudsman Scheme for the year 2014-15 which contains a detailed analysis of complaints received by the fifteen Offices of the Banking Ombudsmen across the country. Bank-wise details are at Annex-I .

RBI has informed that during 2014-15, the office of the Banking Ombudsman (OBO), New Delhi, received maximum number of complaints i.e. 14,712, followed by OBO, Mumbai which received 10,446 complaints. Bank-wise complaints received in OBO, New Delhi and Mumbai during 2014-15 are at Annex-II .

Compared with the previous year 2013-14, the total complaints received in the 15 OBOs in the year 2014-15 have increased by 11.2%. In OBO, New Delhi the increase was by 33.2% while in OBO, Mumbai it increased by 4.83% over the previous year 2013-14.

The banks do manpower planning exercise every year taking into account emerging business requirements as per employees expected to retire. The manpower planning exercise is done to recruit people to fill up vacancies caused due to retirement.

*****

| ANNEX-I STATEMENT OF COMPLAINTS RECEIVED BY THE OFFICES OF THE BANKING OMBUDSMAN (2014-15)   | ANNEX-I STATEMENT OF COMPLAINTS RECEIVED BY THE OFFICES OF THE BANKING OMBUDSMAN (2014-15)   | ANNEX-I STATEMENT OF COMPLAINTS RECEIVED BY THE OFFICES OF THE BANKING OMBUDSMAN (2014-15)   | ANNEX-I STATEMENT OF COMPLAINTS RECEIVED BY THE OFFICES OF THE BANKING OMBUDSMAN (2014-15)   | ANNEX-I STATEMENT OF COMPLAINTS RECEIVED BY THE OFFICES OF THE BANKING OMBUDSMAN (2014-15)   | ANNEX-I STATEMENT OF COMPLAINTS RECEIVED BY THE OFFICES OF THE BANKING OMBUDSMAN (2014-15)   | ANNEX-I STATEMENT OF COMPLAINTS RECEIVED BY THE OFFICES OF THE BANKING OMBUDSMAN (2014-15)   | ANNEX-I STATEMENT OF COMPLAINTS RECEIVED BY THE OFFICES OF THE BANKING OMBUDSMAN (2014-15)   | ANNEX-I STATEMENT OF COMPLAINTS RECEIVED BY THE OFFICES OF THE BANKING OMBUDSMAN (2014-15)   | ANNEX-I STATEMENT OF COMPLAINTS RECEIVED BY THE OFFICES OF THE BANKING OMBUDSMAN (2014-15)   | ANNEX-I STATEMENT OF COMPLAINTS RECEIVED BY THE OFFICES OF THE BANKING OMBUDSMAN (2014-15)   | ANNEX-I STATEMENT OF COMPLAINTS RECEIVED BY THE OFFICES OF THE BANKING OMBUDSMAN (2014-15)   | ANNEX-I STATEMENT OF COMPLAINTS RECEIVED BY THE OFFICES OF THE BANKING OMBUDSMAN (2014-15)   | ANNEX-I STATEMENT OF COMPLAINTS RECEIVED BY THE OFFICES OF THE BANKING OMBUDSMAN (2014-15)   | ANNEX-I STATEMENT OF COMPLAINTS RECEIVED BY THE OFFICES OF THE BANKING OMBUDSMAN (2014-15)   | ANNEX-I STATEMENT OF COMPLAINTS RECEIVED BY THE OFFICES OF THE BANKING OMBUDSMAN (2014-15)   | ANNEX-I STATEMENT OF COMPLAINTS RECEIVED BY THE OFFICES OF THE BANKING OMBUDSMAN (2014-15)   |
|----------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------|----------------------------------------------------------------------------------------------|
| BANK NAME                                                                                    | TOTAL NUMBER OF COMPLAINTS RECEIVED                                                          | COMPL AINTS PER 1000 A/Cs - OTHER THAN CREDIT /DEBIT CARD                                    | COMPLAIN TS PER 1000 - CREDIT/ DEBIT CARD ACCOUNTS                                           | COMPLAI NTS - PER BRANCH ACCOUNT                                                             | DEPOSIT                                                                                      | REMITTA NCE                                                                                  | LOANS AND ADVAN CES                                                                          | ATM/ DEBIT /CREDIT CARDS                                                                     | LEVY OF CHARGES WITHOUT PRIOR NOTICE                                                         | PENSION                                                                                      | COMPLAINTS-CATEGORYWISE FAILURE ON COMMITM ENTS MADE, BCSBI CODE                             | NON OBSERV ANCE OF FAIR PRACTIC ES CODE                                                      | NOTES AND COINS                                                                              | NON- ADHERENC E TO INSTRUCTI ONS ON DSA & RECOVERY AGENTS                                    | OUT OF SUBJECT                                                                               | OTHERS                                                                                       |
| SCHEDULED COMMERCIAL BANKS                                                                   | 78599                                                                                        | 0.05                                                                                         | 0.03                                                                                         | 0.75                                                                                         | 4661                                                                                         | 2700                                                                                         | 4846                                                                                         | 18123                                                                                        | 5510                                                                                         | 5777                                                                                         | 8440                                                                                         | 16410                                                                                        | 61                                                                                           | 347                                                                                          | 3774                                                                                         | 14482                                                                                        |
| PUBLIC SECTOR BANKS                                                                          | 55424                                                                                        | 0.04                                                                                         | 0.02                                                                                         | 0.66                                                                                         | 3082                                                                                         | 2096                                                                                         | 3458                                                                                         | 11016                                                                                        | 2876                                                                                         | 5705                                                                                         | 6076                                                                                         | 10765                                                                                        | 44                                                                                           | 115                                                                                          | 1802                                                                                         | 8389                                                                                         |
| SBI AND ASSOCIATES                                                                           |                                                                                              |                                                                                              |                                                                                              |                                                                                              |                                                                                              |                                                                                              |                                                                                              |                                                                                              |                                                                                              |                                                                                              |                                                                                              |                                                                                              |                                                                                              |                                                                                              |                                                                                              |                                                                                              |
| STATE BANK OF INDIA                                                                          | 23178                                                                                        | 0.06                                                                                         | 0.03                                                                                         | 1.44                                                                                         | 1224                                                                                         | 789                                                                                          | 1107                                                                                         | 5378                                                                                         | 1232                                                                                         | 3275                                                                                         | 2331                                                                                         | 4128                                                                                         | 16                                                                                           | 50                                                                                           | 683                                                                                          | 2965                                                                                         |
| STATE BANK OF BIKANER AND JAIPUR                                                             | 1176                                                                                         | 0.07                                                                                         | 0.02                                                                                         | 0.93                                                                                         | 80                                                                                           | 46                                                                                           | 77                                                                                           | 171                                                                                          | 72                                                                                           | 243                                                                                          | 165                                                                                          | 51                                                                                           | 0                                                                                            | 1                                                                                            | 21                                                                                           | 249                                                                                          |
| STATE BANK OF HYDERABAD                                                                      | 611                                                                                          | 0.03                                                                                         | 0.01                                                                                         | 0.34                                                                                         | 19                                                                                           | 19                                                                                           | 48                                                                                           | 134                                                                                          | 17                                                                                           | 54                                                                                           | 57                                                                                           | 68                                                                                           | 2                                                                                            | 1                                                                                            | 47                                                                                           | 145                                                                                          |
| STATE BANK OF MYSORE                                                                         | 298                                                                                          | 0.03                                                                                         | 0.01                                                                                         | 0.29                                                                                         | 26                                                                                           | 21                                                                                           | 30                                                                                           | 52                                                                                           | 19                                                                                           | 17                                                                                           | 46                                                                                           | 22                                                                                           | 1                                                                                            | 0                                                                                            | 2                                                                                            | 62                                                                                           |
| STATE BANK OF PATIALA                                                                        | 498                                                                                          | 0.04                                                                                         | 0.02                                                                                         | 0.38                                                                                         | 27                                                                                           | 13                                                                                           | 25                                                                                           | 100                                                                                          | 22                                                                                           | 74                                                                                           | 23                                                                                           | 97                                                                                           | 0                                                                                            | 0                                                                                            | 5                                                                                            | 112                                                                                          |
| STATE BANK OF TRAVANCORE                                                                     | 770                                                                                          | 0.04                                                                                         | 0.01                                                                                         | 0.67                                                                                         | 39                                                                                           | 24                                                                                           | 151                                                                                          | 120                                                                                          | 48                                                                                           | 44                                                                                           | 37                                                                                           | 192                                                                                          | 2                                                                                            | 1                                                                                            | 27                                                                                           | 85                                                                                           |
| TOTAL( SBI &ASSOCIATES )                                                                     | 26531                                                                                        | 0.06                                                                                         | 0.03                                                                                         | 1.17                                                                                         | 1415                                                                                         | 912                                                                                          | 1438                                                                                         | 5955                                                                                         | 1410                                                                                         | 3707                                                                                         | 2659                                                                                         | 4558                                                                                         | 21                                                                                           | 53                                                                                           | 785                                                                                          | 3618                                                                                         |
| ALLAHABAD BANK                                                                               | 1099                                                                                         | 0.03                                                                                         | 0.02                                                                                         | 1.69                                                                                         | 70                                                                                           | 39                                                                                           | 65                                                                                           | 137                                                                                          | 73                                                                                           | 91                                                                                           | 147                                                                                          | 246                                                                                          | 1                                                                                            | 7                                                                                            | 50                                                                                           | 173                                                                                          |
| ANDHRA BANK                                                                                  | 649                                                                                          | 0.02                                                                                         | 0.01                                                                                         | 0.26                                                                                         | 24                                                                                           | 19                                                                                           | 40                                                                                           | 154                                                                                          | 28                                                                                           | 37                                                                                           | 60                                                                                           | 61                                                                                           | 0                                                                                            | 1                                                                                            | 66                                                                                           | 159                                                                                          |
| BANK OF BARODA                                                                               | 2936                                                                                         | 0.05                                                                                         | 0.02                                                                                         | 0.56                                                                                         | 209                                                                                          | 152                                                                                          | 156                                                                                          | 438                                                                                          | 134                                                                                          | 138                                                                                          | 325                                                                                          | 807                                                                                          | 1                                                                                            | 10                                                                                           | 90                                                                                           | 476                                                                                          |
| BANK OF INDIA                                                                                | 2706                                                                                         | 0.04                                                                                         | 0.01                                                                                         | 0.56                                                                                         | 164                                                                                          | 140                                                                                          | 123                                                                                          | 351                                                                                          | 118                                                                                          | 222                                                                                          | 448                                                                                          | 693                                                                                          | 5                                                                                            | 4                                                                                            | 92                                                                                           | 346                                                                                          |
| BANK OF MAHARASHTRA                                                                          | 557                                                                                          | 0.02                                                                                         | 0.01                                                                                         | 0.30                                                                                         | 23                                                                                           | 16                                                                                           | 37                                                                                           | 56                                                                                           | 40                                                                                           | 28                                                                                           | 110                                                                                          | 181                                                                                          | 0                                                                                            | 0                                                                                            | 11                                                                                           | 55                                                                                           |
| CANARA BANK                                                                                  | 2887                                                                                         | 0.04                                                                                         | 0.02                                                                                         | 0.50                                                                                         | 170                                                                                          | 118                                                                                          | 230                                                                                          | 530                                                                                          | 145                                                                                          | 139                                                                                          | 349                                                                                          | 612                                                                                          | 1                                                                                            | 1                                                                                            | 114                                                                                          | 478                                                                                          |
| CENTRAL BANK OF INDIA                                                                        | 2017                                                                                         | 0.04                                                                                         | 0.02                                                                                         | 0.43                                                                                         | 112                                                                                          | 73                                                                                           | 172                                                                                          | 273                                                                                          | 77                                                                                           | 219                                                                                          | 320                                                                                          | 406                                                                                          | 3                                                                                            | 9                                                                                            | 97                                                                                           | 256                                                                                          |
| CORPORATION BANK                                                                             | 745                                                                                          | 0.03                                                                                         | 0.02                                                                                         | 0.33                                                                                         | 49                                                                                           | 24                                                                                           | 67                                                                                           | 194                                                                                          | 37                                                                                           | 5                                                                                            | 74                                                                                           | 109                                                                                          | 0                                                                                            | 1                                                                                            | 16                                                                                           | 169                                                                                          |
| DENA BANK                                                                                    | 686                                                                                          | 0.03                                                                                         | 0.01                                                                                         | 0.41                                                                                         | 22                                                                                           | 13                                                                                           | 34                                                                                           | 81                                                                                           | 64                                                                                           | 87                                                                                           | 85                                                                                           | 209                                                                                          | 0                                                                                            | 0                                                                                            | 25                                                                                           | 66                                                                                           |
| INDIAN BANK                                                                                  | 1207                                                                                         | 0.03                                                                                         | 0.01                                                                                         | 0.51                                                                                         | 87                                                                                           | 37                                                                                           | 249                                                                                          | 159                                                                                          | 52                                                                                           | 82                                                                                           | 132                                                                                          | 240                                                                                          | 0                                                                                            | 1                                                                                            | 22                                                                                           | 146                                                                                          |

| INDIAN OVERSEAS BANK               | 1466                      | 0.04                      | 0.03                      | 0.43                      | 89                        | 76                        | 238                       | 240                       | 93                        | 58                        | 137                       | 260                       | 2                         | 7                         | 29                        | 237                       |
|------------------------------------|---------------------------|---------------------------|---------------------------|---------------------------|---------------------------|---------------------------|---------------------------|---------------------------|---------------------------|---------------------------|---------------------------|---------------------------|---------------------------|---------------------------|---------------------------|---------------------------|
| ORIENTAL BANK OF COMMERCE          | 806                       | 0.03                      | 0.03                      | 0.36                      | 57                        | 40                        | 31                        | 204                       | 24                        | 18                        | 65                        | 156                       | 1                         | 2                         | 29                        | 179                       |
| PUNJAB AND SIND BANK               | 370                       | 0.05                      | 0.02                      | 0.26                      | 28                        | 19                        | 16                        | 44                        | 17                        | 22                        | 19                        | 82                        | 0                         | 1                         | 8                         | 114                       |
| PUNJAB NATIONAL BANK               | 4229                      | 0.04                      | 0.03                      | 0.68                      | 191                       | 154                       | 143                       | 1168                      | 155                       | 470                       | 314                       | 626                       | 1                         | 4                         | 162                       | 841                       |
| SYNDICATE BANK                     | 1127                      | 0.03                      | 0.01                      | 0.32                      | 73                        | 42                        | 105                       | 154                       | 75                        | 88                        | 100                       | 212                       | 1                         | 2                         | 24                        | 251                       |
| UCO BANK                           | 1208                      | 0.05                      | 0.02                      | 0.40                      | 72                        | 61                        | 60                        | 122                       | 86                        | 84                        | 173                       | 316                       | 1                         | 2                         | 52                        | 179                       |
| UNION BANK OF INDIA                | 2056                      | 0.04                      | 0.03                      | 0.50                      | 118                       | 64                        | 130                       | 385                       | 112                       | 126                       | 205                       | 537                       | 2                         | 4                         | 76                        | 297                       |
| UNITED BANK OF INDIA               | 929                       | 0.04                      | 0.02                      | 0.48                      | 37                        | 52                        | 58                        | 122                       | 91                        | 66                        | 191                       | 145                       | 1                         | 3                         | 21                        | 142                       |
| VIJAYA BANK                        | 395                       | 0.03                      | 0.01                      | 0.24                      | 20                        | 13                        | 31                        | 57                        | 22                        | 16                        | 58                        | 106                       | 0                         | 1                         | 13                        | 58                        |
| TOTAL(OTHER THAN SBI & ASSOCIATES) | 28075                     | 0.04                      | 0.02                      | 0.47                      | 1615                      | 1152                      | 1985                      | 4869                      | 1443                      | 1996                      | 3312                      | 6004                      | 20                        | 60                        | 997                       | 4622                      |
| OTHER PUBLIC SECTOR BANKS          | OTHER PUBLIC SECTOR BANKS | OTHER PUBLIC SECTOR BANKS | OTHER PUBLIC SECTOR BANKS | OTHER PUBLIC SECTOR BANKS | OTHER PUBLIC SECTOR BANKS | OTHER PUBLIC SECTOR BANKS | OTHER PUBLIC SECTOR BANKS | OTHER PUBLIC SECTOR BANKS | OTHER PUBLIC SECTOR BANKS | OTHER PUBLIC SECTOR BANKS | OTHER PUBLIC SECTOR BANKS | OTHER PUBLIC SECTOR BANKS | OTHER PUBLIC SECTOR BANKS | OTHER PUBLIC SECTOR BANKS | OTHER PUBLIC SECTOR BANKS | OTHER PUBLIC SECTOR BANKS |
| BhartiyaMahila Bank                | 2                         | 0.00                      | 0.00                      | 0.03                      | 0                         | 0                         | 1                         | 0                         | 0                         | 0                         | 1                         | 0                         | 0                         | 0                         | 0                         | 0                         |
| IDBI BANK LIMITED                  | 816                       | 0.06                      | 0.02                      | 0.47                      | 52                        | 32                        | 34                        | 192                       | 23                        | 2                         | 104                       | 203                       | 3                         | 2                         | 20                        | 149                       |
| TOTAL(OTHER PSBs)                  | 818                       | 0.06                      | 0.02                      | 0.45                      | 52                        | 32                        | 35                        | 192                       | 23                        | 2                         | 105                       | 203                       | 3                         | 2                         | 20                        | 149                       |
| 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      | PRIVATE SECTOR BANKS      | PRIVATE SECTOR BANKS      | PRIVATE SECTOR BANKS      | PRIVATE SECTOR BANKS      | PRIVATE SECTOR BANKS      | PRIVATE SECTOR BANKS      | PRIVATE SECTOR BANKS      | PRIVATE SECTOR BANKS      |
| OLD PRIVATE SECTOR BANKS           | OLD PRIVATE SECTOR BANKS  | OLD PRIVATE SECTOR BANKS  | OLD PRIVATE SECTOR BANKS  | OLD PRIVATE SECTOR BANKS  | OLD PRIVATE SECTOR BANKS  | OLD PRIVATE SECTOR BANKS  | OLD PRIVATE SECTOR BANKS  | OLD PRIVATE SECTOR BANKS  | OLD PRIVATE SECTOR BANKS  | OLD PRIVATE SECTOR BANKS  | OLD PRIVATE SECTOR BANKS  | OLD PRIVATE SECTOR BANKS  | OLD PRIVATE SECTOR BANKS  | OLD PRIVATE SECTOR BANKS  | OLD PRIVATE SECTOR BANKS  | OLD PRIVATE SECTOR BANKS  |
| CATHOLIC SYRIAN BANK LTD           | 75                        | 0.03                      | 0.00                      | 0.18                      | 20                        | 1                         | 11                        | 0                         | 18                        | 0                         | 1                         | 3                         | 0                         | 3                         | 1                         | 17                        |
| CITY UNION BANK LIMITED            | 119                       | 0.03                      | 0.01                      | 0.25                      | 8                         | 9                         | 27                        | 12                        | 15                        | 0                         | 9                         | 20                        | 0                         | 0                         | 2                         | 17                        |
| FEDERAL BANK LTD                   | 323                       | 0.04                      | 0.01                      | 0.26                      | 26                        | 7                         | 42                        | 50                        | 31                        | 0                         | 26                        | 84                        | 0                         | 0                         | 7                         | 50                        |
| ING VYSYA BANK LTD                 | 354                       | 0.11                      | 0.00                      |                           | 38                        | 12                        | 27                        | 29                        | 56                        | 0                         | 46                        | 49                        | 0                         | 0                         | 2                         | 95                        |
| JAMMU AND KASHMIR BANK LTD         | 147                       | 0.01                      | 0.01                      | 0.77                      | 5                         | 3                         | 6                         | 28                        | 1                         | 1                         | 6                         | 11                        | 0                         | 0                         | 2                         | 84                        |
| KARNATAKA BANK LTD                 | 153                       | 0.02                      | 0.01                      | 0.22                      | 18                        | 6                         | 11                        | 23                        | 10                        | 0                         | 21                        | 24                        | 0                         | 0                         | 0                         | 40                        |

| KARUR VYSYA BANK LTD         | 192                      | 0.02                     | 0.01                     | 0.30                     | 18                       | 6                        | 16                       | 33                       | 26                       | 0                        | 20                       | 34                       | 0                        | 0                        | 4                        | 35                       |
|------------------------------|--------------------------|--------------------------|--------------------------|--------------------------|--------------------------|--------------------------|--------------------------|--------------------------|--------------------------|--------------------------|--------------------------|--------------------------|--------------------------|--------------------------|--------------------------|--------------------------|
| LAKSHMI VILAS BANK LTD       | 99                       | 0.04                     | 0.01                     | 0.25                     | 11                       | 0                        | 33                       | 8                        | 7                        | 0                        | 9                        | 12                       | 0                        | 1                        | 1                        | 17                       |
| NAINITAL BANK LTD            | 14                       | 0.00                     | 0.00                     | 0.12                     | 0                        | 0                        | 2                        | 2                        | 1                        | 0                        | 1                        | 1                        | 0                        | 1                        | 2                        | 4                        |
| RATNAKAR BANK LTD            | 123                      | 0.10                     | 0.13                     | 0.66                     | 9                        | 3                        | 6                        | 58                       | 4                        | 0                        | 8                        | 14                       | 0                        | 2                        | 0                        | 19                       |
| SOUTH INDIAN BANK LTD        | 161                      | 0.02                     | 0.01                     | 0.19                     | 15                       | 13                       | 19                       | 25                       | 7                        | 0                        | 7                        | 46                       | 1                        | 0                        | 5                        | 23                       |
| TAMILNAD MERCANTILE BANK LTD | 130                      | 0.03                     | 0.01                     | 0.30                     | 10                       | 1                        | 21                       | 9                        | 9                        | 0                        | 8                        | 40                       | 0                        | 0                        | 2                        | 30                       |
| THE DHANALAKSHM I BANK LTD   | 88                       | 0.04                     | 0.01                     | 0.33                     | 6                        | 3                        | 9                        | 8                        | 7                        | 2                        | 2                        | 31                       | 0                        | 0                        | 4                        | 16                       |
| TOTAL (OLD Pvt SECTOR BANKS) | 1978                     | 0.03                     | 0.00                     | 0.34                     | 184                      | 64                       | 230                      | 285                      | 192                      | 3                        | 164                      | 369                      | 1                        | 7                        | 32                       | 447                      |
| NEW PRIVATE SECTOR BANKS     | NEW PRIVATE SECTOR BANKS | NEW PRIVATE SECTOR BANKS | NEW PRIVATE SECTOR BANKS | NEW PRIVATE SECTOR BANKS | NEW PRIVATE SECTOR BANKS | NEW PRIVATE SECTOR BANKS | NEW PRIVATE SECTOR BANKS | NEW PRIVATE SECTOR BANKS | NEW PRIVATE SECTOR BANKS | NEW PRIVATE SECTOR BANKS | NEW PRIVATE SECTOR BANKS | NEW PRIVATE SECTOR BANKS | NEW PRIVATE SECTOR BANKS | NEW PRIVATE SECTOR BANKS | NEW PRIVATE SECTOR BANKS | NEW PRIVATE SECTOR BANKS |
| AXIS BANK LIMITED            | 3706                     | 0.11                     | 0.06                     | 1.44                     | 201                      | 86                       | 152                      | 984                      | 566                      | 4                        | 335                      | 720                      | 0                        | 12                       | 49                       | 597                      |
| DEVELOPMENT CREDIT BANK LTD. | 128                      | 0.18                     | 2.21                     | 0.81                     | 6                        | 3                        | 9                        | 9                        | 6                        | 0                        | 12                       | 41                       | 0                        | 0                        | 4                        | 38                       |
| HDFC BANK LTD.               | 5568                     | 0.10                     | 0.06                     | 1.36                     | 274                      | 101                      | 222                      | 1600                     | 632                      | 7                        | 391                      | 1178                     | 2                        | 73                       | 76                       | 1012                     |
| ICICI BANK LIMITED           | 6115                     | 0.09                     | 0.06                     | 1.51                     | 332                      | 168                      | 212                      | 1916                     | 512                      | 7                        | 487                      | 1185                     | 2                        | 49                       | 98                       | 1147                     |
| INDUSIND BANK LTD            | 776                      | 0.13                     | 0.06                     | 0.95                     | 66                       | 20                       | 39                       | 140                      | 95                       | 0                        | 90                       | 166                      | 0                        | 4                        | 12                       | 144                      |
| KOTAK MAHINDRA BANK LTD.     | 1172                     | 0.29                     | 0.08                     | 0.93                     | 68                       | 18                       | 49                       | 273                      | 158                      | 0                        | 86                       | 223                      | 0                        | 22                       | 5                        | 270                      |
| YES BANK LTD.                | 326                      | 0.25                     | 0.07                     | 0.49                     | 20                       | 13                       | 1                        | 61                       | 32                       | 0                        | 39                       | 76                       | 1                        | 0                        | 6                        | 77                       |
| TOTAL (NEW Pvt SECTOR BANKS) | 17791                    | 0.11                     | 0.06                     | 1.31                     | 967                      | 409                      | 684                      | 4983                     | 2001                     | 18                       | 1440                     | 3589                     | 5                        | 160                      | 250                      | 3285                     |
| FOREIGN BANKS                | FOREIGN BANKS            | FOREIGN BANKS            | FOREIGN BANKS            | FOREIGN BANKS            | FOREIGN BANKS            | FOREIGN BANKS            | FOREIGN BANKS            | FOREIGN BANKS            | FOREIGN BANKS            | FOREIGN BANKS            | FOREIGN BANKS            | FOREIGN BANKS            | FOREIGN BANKS            | FOREIGN BANKS            | FOREIGN BANKS            | FOREIGN BANKS            |
| AB Bank Ltd.                 | 4                        | 5.86                     | 0.00                     | 4.00                     | 0                        | 0                        | 0                        | 1                        | 0                        | 0                        | 0                        | 3                        | 0                        | 0                        | 0                        | 0                        |
| Abu Dhabi Commercial         | 4                        | 0.38                     | 0.00                     | 2.00                     | 1                        | 0                        | 0                        | 0                        | 0                        | 0                        | 1                        | 2                        | 0                        | 0                        | 0                        | 0                        |
| Bank Ltd. American Express   | 98                       | 0.04                     | 0.10                     | 98.00                    | 0                        | 1                        | 0                        | 71                       | 2                        | 0                        | 3                        | 10                       | 0                        | 0                        | 1                        | 10                       |

| Banking Corp. Antwerp Diamond Bank NV        | 0   |   0.00 |   0.00 |   0.00 | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   |
|----------------------------------------------|-----|--------|--------|--------|-----|-----|-----|-----|-----|-----|-----|-----|-----|-----|-----|-----|
| Australia and New Zealand Banking Group Ltd. | 0   |   0    |   0    |   0    | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   |
| BNP Paribas                                  | 0   |   0    |   0    |   0    | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   |
| Bank International Indonesia                 | 0   |   0    |   0    |   0    | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   |
| Bank of America National Association         | 3   |   0.21 |   0    |   0.6  | 1   | 1   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 1   |
| Bank of Bahrain & Kuwait B.S.C.              | 1   |   0.06 |   0    |   0.25 | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 1   | 0   | 0   | 0   | 0   |
| Bank of Ceylon                               | 0   |   0    |   0    |   0    |     |     |     |     |     |     |     |     |     |     |     |     |
| Bank of Nova Scotia                          | 1   |   0.15 |   0    |   0.2  | 0   | 0   | 0   | 0   | 1   | 0   | 0   | 0   | 0   | 0   | 0   | 0   |
| Barclays Bank PLC                            | 88  |   4.51 |  13.23 |   9.78 | 1   | 0   | 3   | 48  | 4   | 0   | 4   | 15  | 0   | 6   | 0   | 7   |
| Chinatrust Commercial Bank                   | 0   |   0    |   0    |   0    | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   |
| Citibank N.A.                                | 772 |   0.09 |   0.09 |  17.16 | 31  | 27  | 25  | 374 | 55  | 0   | 50  | 106 | 0   | 2   | 7   | 95  |
| Commomwealth Bank of Australia               | 0   |   0    |   0    |   0    | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   |
| Credit Agricole Corporate and Investment     | 0   |   0    |   0    |   0    | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   |
| Credit Suisse AG                             | 0   |   0    |   0    |   0    | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   |
| DBS Bank Ltd.                                | 10  |   0.36 |   0.09 |   0.83 | 1   | 0   | 1   | 2   | 3   | 0   | 1   | 1   | 0   | 0   | 0   | 1   |
| Deutsche Bank (Asia)                         | 60  |   0.32 |   0.1  |   3.53 | 4   | 1   | 4   | 8   | 8   | 0   | 5   | 10  | 0   | 1   | 0   | 19  |
| First Rand Bank                              |     |   0    |   0    |   0    | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   |
| HSBC Ltd.                                    | 281 |   0.11 |   0.09 |   5.62 | 17  | 2   | 7   | 92  | 19  | 2   | 23  | 74  | 0   | 0   | 0   | 45  |
| Industrial and Commercial Bank of China      | 0   |   0    |   0    |   0    | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   |
| JPMorgan Chase Bank National Association     | 1   |   0.4  |   0    |   1    | 0   | 0   | 0   | 0   | 1   | 0   | 0   | 0   | 0   | 0   | 0   | 0   |
| JSC VTB Bank                                 | 0   |   0    |   0    |   0    | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   | 0   |

| Krung Thai Bank Public Co. Ltd.        | 0     | 0.00   | 0.00   | 0.00   | 0    | 0    | 0    | 0     | 0    | 0    | 0    | 0     | 0   | 0   | 0    | 0     |
|----------------------------------------|-------|--------|--------|--------|------|------|------|-------|------|------|------|-------|-----|-----|------|-------|
| Mashreqbank PSC                        | 0     | 0.00   | 0.00   | 0.00   | 0    | 0    | 0    | 0     | 0    | 0    | 0    | 0     | 0   | 0   | 0    | 0     |
| Mizuho Corporate Bank Ltd.             | 0     | 0.00   | 0.00   | 0.00   | 0    | 0    | 0    | 0     | 0    | 0    | 0    | 0     | 0   | 0   | 0    | 0     |
| National Australia Bank                | 0     | 0.00   | 0.00   | 0.00   | 0    | 0    | 0    | 0     | 0    | 0    | 0    | 0     | 0   | 0   | 0    | 0     |
| Rabobank International                 | 0     | 0.00   | 0.00   | 0.00   | 0    | 0    | 0    | 0     | 0    | 0    | 0    | 0     | 0   | 0   | 0    | 0     |
| Sber Bank                              | 4     | 39.22  | 0.00   | 4.00   | 0    | 0    | 0    | 0     | 0    | 0    | 0    | 0     | 0   | 0   | 0    | 4     |
| Shinhan Bank                           | 0     | 0.00   | 0.00   | 0.00   | 0    | 0    | 0    | 0     | 0    | 0    | 0    | 0     | 0   | 0   | 0    | 0     |
| SocieteGenerale                        | 0     | 0.00   | 0.00   | 0.00   | 0    | 0    | 0    | 0     | 0    | 0    | 0    | 0     | 0   | 0   | 0    | 0     |
| Sonali Bank                            | 0     | 0.00   | 0.00   | 0.00   | 0    | 0    | 0    | 0     | 0    | 0    | 0    | 0     | 0   | 0   | 0    | 0     |
| Standard Chartered Bank                | 1892  | 0.66   | 0.52   | 18.92  | 50   | 26   | 52   | 933   | 157  | 2    | 116  | 274   | 0   | 23  | 14   | 245   |
| State Bank of Mauritius Ltd.           | 0     | 0      | 0      | 0.00   | 0    | 0    | 0    | 0     | 0    | 0    | 0    | 0     | 0   | 0   | 0    | 0     |
| Sumitomo Mitsui Banking Corporation    | 0     | 0      | 0      | 0.00   | 0    | 0    | 0    | 0     | 0    | 0    | 0    | 0     | 0   | 0   | 0    | 0     |
| The Bank of Tokyo- Mitsubishi UFJ Ltd. | 1     | 0.16   | 0.00   | 0.20   | 0    | 0    | 0    | 0     | 0    | 0    | 1    | 0     | 0   | 0   | 0    | 0     |
| The Royal Bank of Scotland N V         | 185   | 0.46   | 0.69   | 18.5   | 4    | 2    | 11   | 74    | 11   | 0    | 13   | 28    | 0   | 5   | 2    | 35    |
| UBS AG                                 | 1     | 0      | 0      | 1.00   | 0    | 0    | 0    | 0     | 0    | 0    | 0    | 0     | 0   | 0   | 0    | 1     |
| United Overseas Bank Ltd.              | 0     | 0      | 0      | 0.00   | 0    | 0    | 0    | 0     | 0    | 0    | 0    | 0     | 0   | 0   | 0    | 0     |
| WestPac Banking Corporation            | 0     | 0      | 0      | 0.00   | 0    | 0    | 0    | 0     | 0    | 0    | 0    | 0     | 0   | 0   | 0    | 0     |
| Woori Bank                             | 0     | 0      | 0      | 0.00   | 0    | 0    | 0    | 0     | 0    | 0    | 0    | 0     | 0   | 0   | 0    | 0     |
| TOTAL (FOREIGN BANKS)                  | 3406  | 0.21   | 0.10   | 12.66  |      |      | 103  | 1603  | 261  | 4    | 217  | 524   | 0   | 37  | 24   | 463   |
| Primary Urban Co-operative Banks       |       |        |        |        | 110  | 60   |      |       |      |      |      |       |     |     |      |       |
|                                        | 420   |        |        |        | 79   | 3    | 32   | 23    | 28   | 3    | 17   | 135   | 2   | 3   | 7    | 88    |
| RRBs                                   | 1546  |        |        |        | 126  | 36   | 238  | 78    | 44   | 14   | 173  | 439   | 1   | 16  | 126  | 255   |
| OTHERS                                 | 4566  |        |        |        | 113  | 32   | 101  | 135   | 108  | 30   | 353  | 589   | 8   | 9   | 1533 | 1555  |
| TOTAL                                  | 85131 |        |        |        | 4661 | 2700 | 4846 | 18123 | 5510 | 5777 | 8440 | 16410 | 61  | 347 | 3774 | 14482 |

Complaints Received by Banking Ombudsman Mumbai & New Delhi during the year 201415(July-June)

Annex

II

| Bank Name                        | Bank Name   |           |
|----------------------------------|-------------|-----------|
| Public Sector Banks              | Mumbai      | New Delhi |
| STATE BANK OF BIKANER AND JAIPUR | 13          | 68        |
| STATE BANK OF HYDERABAD          | 100         | 31        |
| STATE BANK OF INDIA              | 1923        | 2655      |
| STATE BANK OF MYSORE             | 17          | 5         |
| STATE BANK OF PATIALA            | 19          | 167       |
| STATE BANK OF TRAVANCORE         | 12          | 9         |
| ALLAHABAD BANK                   | 33          | 110       |
| ANDHRA BANK                      | 24          | 46        |
| BANK OF BARODA                   | 355         | 372       |
| BANK OF INDIA                    | 434         | 283       |
| BANK OF MAHARASHTRA              | 337         | 52        |
| CANARA BANK                      | 247         | 511       |
| CENTRAL BANK OF INDIA            | 244         | 216       |
| CORPORATION BANK                 | 95          | 223       |
| DENA BANK                        | 146         | 70        |
| INDIAN BANK                      | 58          | 85        |
| INDIAN OVERSEAS BANK             | 72          | 138       |
| ORIENTAL BANK OF COMMERCE        | 51          | 239       |
| PUNJAB AND SIND BANK             | 10          | 134       |
| PUNJAB NATIONAL BANK             | 129         | 1216      |
| SYNDICATE BANK                   | 70          | 211       |
| UCO BANK                         | 64          | 94        |
| UNION BANK OF INDIA              | 324         | 209       |

| UNITED BANK OF INDIA           | 15   | 32   |
|--------------------------------|------|------|
| VIJAYA BANK                    | 31   | 56   |
| IDBI BANK LIMITED              | 165  | 187  |
| Private Sector Banks           |      |      |
| CATHOLIC SYRIAN BANK LTD       | 8    | 0    |
| CITY UNION BANK LIMITED        | 0    | 4    |
| FEDERAL BANK LTD               | 19   | 28   |
| ING VYSYA BANK LTD             | 61   | 59   |
| JAMMU AND KASHMIR BANK LTD     | 2    | 124  |
| KARNATAKA BANK LTD             | 24   | 38   |
| KARUR VYSYA BANK LTD           | 11   | 19   |
| LAKSHMI VILAS BANK LTD         | 6    | 1    |
| NAINITAL BANK LTD              | 0    | 0    |
| RATNAKAR BANK LTD              | 32   | 41   |
| SOUTH INDIAN BANK LTD          | 4    | 25   |
| TAMILNAD MERCANTILE BANK LTD   | 1    | 3    |
| THE DHANALAKSHMI BANK LTD      | 1    | 6    |
| AXIS BANK LIMITED              | 654  | 854  |
| DCB BANK LIMITED               | 34   | 34   |
| HDFC BANK LTD.                 | 961  | 1553 |
| ICICI BANK LIMITED             | 1211 | 1653 |
| INDUSIND BANK LTD              | 99   | 181  |
| KOTAK MAHINDRA BANK LTD.       | 325  | 350  |
| YES BANK LTD.                  | 63   | 128  |
| Foreign Sector Banks           |      |      |
| AMERICAN EXPRESS BANKING CORP. | 29   | 42   |
| BARCLAYS BANK PLC              | 25   | 21   |

| CITIBANK N.A                             |   177 |   182 |
|------------------------------------------|-------|-------|
| DEUTSCHE BANK(ASIA)                      |    16 |    28 |
| HONGKONG AND SHANGHAI BANKING CORPN.LTD. |    83 |    67 |
| ROYAL BANK OF SCOTLAND                   |    29 |    66 |
| STANDARD CHARTERED BANK                  |   389 |   501 |
| OTHERS                                   |  1194 |  1285 |
| Total                                    | 10446 | 14712 |