Complaints related to ATMs and debit cards and mobile / electronic banking do not comply with the Fair Procedures Code (FBC) as the main cause of complaints throughout the year, according to the Reserve Bank’s Bank Ombudsman Program Annual Report.
Their share of the total complaints received in 2019-20 was 21.97 per cent and 13.38 per cent, respectively, while the share of complaints regarding non-compliance with the FBC stood at 11.73 per cent, the report said. The figures against these grounds in the previous year were 18.65 per cent, 7.55 per cent and 19.17 per cent respectively. According to the report, complaints related to reasons related to credit cards, failure to fulfill obligations, collection without notice, loans and advances and non-compliance with bank codes and Indian quality codes have increased this year as compared to previous years. The number of complaints related to ‘direct sales agents and recovery agents’ has increased from 629 in 2018-19 to 1,406 this year.
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“Of the total complaints that can be maintained, the share of complaints resolved through contract, i.e. through the intervention of the Bank Ombudsman’s Office, mediation and conciliation increased from 69.88 per cent in 2018-19 to 72.35 per cent in 2019-20,” it said.
The number of complaints received under the Ombudsman Scheme for Digital Transactions increased from 470 in the five months to 2018-19 to 2,481 in 2019-20, of which 99.4 per cent were received electronically, the report said.