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Disclosure of Complaints/ Unimplemented Awards

Disclosures in notes on accounts as on 31-03-2017

 
Customer Complaints 2016-17
No. of Complaints pending at the beginning of the year 102
No. of Complaints received during the year 4437
No. of Complaints redressed during the year 4453
No. of Complaints pending at the end of the year 86
 
Less than 30 days 86
More than 30 days less than 60 days NIL
More than 60 days less than 90 days NIL
More than 90 days less than 180 days NIL
More than 180 days NIL
 
Awards passed by the Banking Ombudsman 2016-17
No. of unimplemented Awards at the beginning of the year 1
No. of Awards passed by Banking Ombudsman during the year NIL
No. of Awards implemented during the year NIL
no. of unimplemented Awards pending at the end of the year 1#
ANALYSIS OF COMPLAINTS
NATURE WISE DETAILS OF COMPLAINT RECEIVED DURING THE YEAR 2016-2017
Collection of cheques 144
Refusal/Non sanction of loans/other loan/ Bank guarantee 591
Complaint against staff 169
Customer Service related complaints 356
Discrepancy in Interest calculation/commission & other charges 488
Delay in remittances/transfer of funds 44
Delay in completion of passbook/ statement of accounts 57
Delay in payment of FDRs & Drafts 178
Discrepancies in Accounts 58
Delay in settlement of claim cases 133
Non compliance of Customer instructions 70
Delay in credit of pension 110
Complaints of ATM A.) ATM Cards ( non delivery / late delivery/ transactions related/ lost/ hot list 412
B) ATM Machine  
Miscellaneous, which are not covered in Sl. 1 to 13 1627
   
Total 4437
 
DETAILS ABOUT REDRESSAL OF SOME COMPLAINTS RECEIVED DURING THE F.Y 2015-2016  

1) BO- Sector 22, Chandigarh, Complaint of Sh. Hari Singh that Bank deducted locker rent for Rs. 8224/- from his savings account, which was maintained jointly with his son.

 
Bank has credited back the locker charged debited in the account of Sh. Hari Singh and recovered the same from his son and complaint has been resolved.  
 

2) BO- Jhill, Patiala, Complaint of Smt. Archana that ECS of Rs. 11672/- was debited from her savings account, which did not pertains to her.

 
Bank has credited an amount of Rs. 12486/- with interest in the savings account of the customer and complaint has been resolved.  
 

3) BO- Rara Sahib, Complaint of Sh. Kulwinder Singh that bank has not paid the interest for delayed payment of pension @ of 8%.

 
Bank has made the payment of interest for delayed payment of pension @ of 8% amounting for Rs. 39707/- in the complainant's account and complaint has been resolved.  
 

4) BO- Sector 6, Dawarka, complaint of Sh. Kuldip Singh Katyal that bank has not paid 1% additional interest on FDR for staff.

 
Bank has credited 1% additional interest on FDR for staff in the complainant's account and complaint has been resolved.  
 

5) BO – Modi Nagar, Complaint of Smt. Kavita Gupta that Bank has charged excess interest on term loan.

 
Bank has credited excess interest charged of Rs. 17758.18/- in the loan account of the complainant and complaint has been resolved.  
 

6) BO- Court Road, Amritsar, Complaint of Sh. Jatinder Singh that bank has neither paid revised pension nor arrear.

 
Bank has revised the pension and paid errear for Rs. 104843/- in the pensionor's account and complaint has been resolve.  
 

7) BO – Shahgarh, Complaint of Sh. Balhara Singh ( power of Attorny of Sh. Gurnek Singh Sahota) the Bank has neither transferred the FDR of father ( deceased) of Sh. Gurnek Singh Sahota nor made the payment of FDR.

Bank has paid the FDR proceedings in the savings account of account holder.  
 

8) BO- Silchar, Complaint of Sh. Uttam Kumar Gope that Bank has not sanctioned education loan for Rs. 3,37,300/-.

 
Bank explained the terms and condition for education loan and on compliance of bank's terms and conditions bank sanctioned education loan to the complainant.  
 

9) BO- Shakti Nagar, Jaipur, Complaint of Smt. Rani Devi that she has tried to withdraw an amount of Rs. 2500/- from ATM of Yes Bank, but cash was not dispensed from the machine.

 
Bank has credited the above said amount in the customer's savings account.  
 

10) BO- Sector 5, Gurgaon, Complaint of Shri Arun Yadav that he has tried to withdraw an amount of Rs. 2000/- from ATM of IDBI, Bank, but cash was not dispensed from the machine.

 
Bank has credited the above said amount in the customer's savings account.  
 
Award Passed Amount of invoked BG be credited to the loan account of RICCO
Present status Bank has filed suit before Rajesthan High Court, Jaipur.
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