Plaints received by Banking Ombudsmen in 2018-19

The Banking Ombudsmen received around 2 lakh plants in the Financial Year 2019 according to the reports received.  Here are the details.

1. The major ground for complaints with the offices of Banking Ombudsman (OBO) in 2018-19 was non-observance of fair practice codes.
2. This was followed by complaints relating to:
   • ATM/debit cards, Moile/electronic banking
   • Failure to meet commitments
   • Credit Cards related issues
   • Deposit Accounts
   • Levy of Charges without prior Notice
3. The annual report of the Ombudsman Schemes, reveals that the complaints received at 21 OBOs in 2018-19 rose by 32,311 and thus showed a figure of 1,95,901.
4. In the preceding year, the complaints were up by 32,603 to 1,63,590.
5. The non-observance of fair practices code stood at 19.17 percent was observed to be the dominant one though its percentage came down by 22.10 percent in the previous year.
6. Further, the complaints related to ATM/debit cards comprised 18.65 per cent of total complaints which was up from 15.08 per cent in the previous year.
7. The report adds that of the total number of ATM/Debit cards complaints a major sub-category was under ACCOUNT DEBITED BUT CASH NOT DISPENSED BY ATMs and this accounted for around 53 per cent of the ATM related complaints.
8. Complaints relating to mobile/electronic banking comprised 7.55 per cent of the total complaints against 5.19 percent in the previous year.