Banking ombudsmen disposed of 95 per cent of the over 1.02 lakh complaints they received in 2015-16, including those related to debit and credit cards.
Average cost of handling one complaint was Rs 4,396, according to the Annual Report of the Banking Ombudsman Scheme for the year 2015-2016 released by RBI.
It said that as many as 1,02,894 complaints were received by 15 Offices of the Banking Ombudsmen, an increase of 21 per cent over the previous year.
The Offices of Banking Ombudsmen maintained a disposal rate of 95 per cent and also issued 18 awards, it said, adding that 34 appeals were received by the Appellate Authority against the awards/decisions of Banking Ombudsmen.
Complaints pertaining to failure to meet commitments, non-observance of fair practices code, Banking Codes and Standards Board of India (BCSBI) Codes taken together constituted the largest category of complaints (33.9 per cent of complaints received).
ATM/debit card complaints comprised 12.71 per cent and those related to credit card were 8.49 per cent of complaints received.
The report further said 330 complaints were received by the offices through the CPGRAMS portal and 616 applications were received under the Right to Information Act.
The Banking Ombudsman Scheme, 1995 was notified by the Reserve Bank of India on June 14, 1995.
The aim and objective of the scheme is to provide a quick and cost free resolution mechanism for complaints relating to deficiency of banking services of common bank customers, who otherwise find it difficult or cost prohibitive to approach any other redressal fora such as courts.
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