Lok Sabha Question No. 2440 (UNSTARRED), answered on 2016-03-11
Subject: Complaints Against Foreign Banks
Ministry: FINANCE
Asked by: CHANDRAKANT BHAURAO KHAIRE, LAXMAN GILUWA, RAM TAHAL CHOUDHARY, JASVANTSINH SUMANBHAI BHABHOR

## GOVERNMENT OF INDIA MINISTRY OF FINANCE DEPARTMENT OF FINANCIAL SERVICES LOK SABHA UNSTARRED QUESTION NO. 2440 TO BE ANSWERED ON THE 11 TH  MARCH, 2016/21 PHALGUNA, 1937 (SAKA) COMPLAINTS AGAINST FOREIGN BANKS QUESTION

2440. SHRI CHANDRAKANT KHAIRE: SHRI LAXMAN GILUWA: SHRI RAM TAHAL CHOUDHARY: SHRI JASVANTSINH SUMANBHAI BHABHOR:

Will the Minister of FINANCE be pleased to state: (a) whether the Government has received any complaints against foreign banks for irregularities, harassment of their customers and other deficiencies in services; (b) if so, the details thereof, during each of the last three years and the current year, bank-wise along with the action taken on such complaints; (c) whether the Government has framed any rules for foreign banks; and (d)  if  so,  the  details  thereof

- and  the  corrective  steps  taken/being  taken  by  the Government in this regard?

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

(a)  to  (d):  Instructions  /  guidelines  issued  by  Reserve  Bank  of  India  to  Banks,  including those relating to Customer Service and Grievance Redressal Mechanism, are applicable to Foreign Banks.  Banking Ombudsman Scheme, 2006 introduced by RBI as a cost free apex level grievance redressal mechanism for resolution of complaints on deficiency in banking services also covers Foreign Banks. current year is given in the Annex

Fifteen Offices of the Banking Ombudsman (OBOs) across the country receives complaints against  foreign  banks  on  various  banking  service  deficiencies.   Category-wise  breakup  of complaints  received  by  the  OBOs  against  foreign  banks  during  the  last  three  years  and .  Complaints are disposed of as per the provisions of the Banking Ombudsman Scheme.

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Annex referred to in reply to part (b) of Lok Sabha Unstarred Question No. 2440 for answer on 11.03.2016 regarding Complaints Against Foreign Banks

| NAME OF THE FOREIGN BANKS                |   2012-13 |   2013-14 |   2014-15 |   2015- 16(till March 4,2016) |
|------------------------------------------|-----------|-----------|-----------|-------------------------------|
| ABU DHABI COMMERCIAL BANK LTD            |         2 |         1 |         4 |                             2 |
| AMERICAN EXPRESS BANKING CORP.           |        79 |        80 |        98 |                            97 |
| BANK OF AMERICA N.T. AND S.A.            |         3 |         4 |         3 |                             3 |
| BANK OF BAHRAIN AND KUWAIT B.S.C.        |         1 |         2 |         1 |                             0 |
| BARCLAYS BANK PLC                        |       163 |        87 |        88 |                            66 |
| BNP PARIBAS                              |         4 |         1 |         0 |                             2 |
| CHINATRUST COMMERCIAL BANK               |         2 |         2 |         0 |                             0 |
| CITIBANK N.A                             |       778 |       775 |       772 |                           629 |
| DBS BANK LTD.                            |         1 |         8 |        10 |                             7 |
| DEUTSCHE BANK AG                         |        62 |        67 |        60 |                            65 |
| HONGKONG AND SHANGHAI BANKING CORPN.LTD. |       559 |       320 |       281 |                           259 |
| JPMORGAN CHASE BANK NATIONAL ASSOCIATION |         1 |         1 |         1 |                             0 |
| ROYAL BANK OF SCOTLAND                   |       260 |       295 |       185 |                            99 |
| STANDARD CHARTERED BANK                  |      2944 |      3357 |      1892 |                          1091 |
| STATE BANK OF MAURITIUS LTD              |         1 |         1 |         0 |                             2 |
| Others                                   |         0 |        15 |        11 |                            14 |
| Total                                    |      4860 |      5016 |      3406 |                          2336 |