The Hindu : Tamil Nadu / Chennai News : Banking Ombudsman clears 96.5 % of the complaints

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Wednesday, Aug 25, 2010
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Tamil Nadu

Tamil Nadu - Chennai

Banking Ombudsman clears 96.5 % of the complaints

N. Anand

Most of the complaints pertained to deficiency in service relating to credit cards, ATMs and delays
“This year, we have received nearly 1,400 complaints of which 1,000 have been resolved”

CHENNAI: The office of Banking Ombudsman, Chennai, that received the highest number of complaints during 2009-2010 (July to June) had cleared 96.5 per cent of it against 88.2 per cent in the corresponding period last year.

The Banking Ombudsman has been getting roughly 1,000 complaints in a month and about an equal number of enquiries through land line.

The Ombudsman received 12,727 complaints during 2009-10 against 8,881 in the previous year and 4,545 the year before. The number of complaints pending as on date is 99. Incidentally, the year started with an opening balance of 1,136 complaints and ended with 480 complaints.

Talking to The Hindu, Banking Ombudsman S. Ganesh said: “Due to high level of awareness among the public, the number of complaints received by this region is very high. We have been having regular meetings with the heads of controlling banks and nodal officers. Our focus is to have qualitative disposal of complaints and these initiatives yielded good results.”

According to the Banking Ombudsman, most of the complaints pertained to deficiencies of services to credit cards, failed transaction at ATM outlets, delay in issue of pension and banks' refusal to disburse loans after sanction. About 97 per cent of the complaints were from individuals (personal and business).

“We have been settling complaints since 1995. Though we do not have the exact number of issues solved till date, we can say that the numbers are definitely increasing. There has been 43 per cent jump in the number of complaints received during 2009–2010 against 95.4 per cent for the corresponding period last year. This year, we have already received nearly 1,400 complaints of which 1,000 have been resolved,” another officer said.

Chennai office, with 18 officers, deal with 64 banks (nationalised, foreign, private, scheduled co-operative and regional rural banks) that are located in Tamil Nadu, Puducherry and Andaman and Nicobar islands, accounting for 6,278 branches. So far, the office has not received complaints from scheduled co-operative banks, regional rural banks and a foreign bank.

The Ombudsman along with few officers is also visiting rural and far flung areas on a continuous basis to hear and solve the grievances, the official said.

To get their grievances redressed, the customers must first write to the banks concerned about the problems. If complaints are not redressed in a month, they may approach Banking Ombudsman by post, fax (044-2539 5964, 2539 9158, 2539 9170) or e-mail to bochennai@rbi.org.in.

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