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Disclosure and Analysis of Complaints

(A)Summary information on complaints received by the bank from customers and from the OBOs

Sr.No

Particulars

Previous Year

FY 24-25

Current Year

FY 25-26

Complaints received by the bank from its customers

1.

Number of complaints pending at beginning of the year

21

34

2.

Number of complaints received during the year

2004

2004*

3.

Number of complaints disposed during the year

1991

2011

3.1

Of which, number of complaints rejected by the bank

58

83

4.

Number of complaints pending at the end of the year

34

27

Maintainable complaints received by the bank from OBOs

5.

Number of maintainable complaints received by the bank from OBOs

42

37^

5.1

Of 5, number of complaints resolved in favour of the bank by BOs

32

19

5.2

Of 5, number of complaints resolved through conciliation/mediation/advisories issued by BOs

10

18

5.3

Of 5, number of complaints resolved after passing of Awards by BOs against the bank

0

0

6.

Number of Awards unimplemented within the stipulated time (other than those appealed)

0

0

 

*includes all internal CMS portal complaints, CPGRAM/PG Portal, all RBI BO complaints and including Ecom/ATM/UPI/POS etc. received during the year i.e. 01.04.2025 to 31.03.2026).

^ Above -37- complaints are Reserve Bank of India - Banking Ombudsman (RBI BO) Maintainable complaints which were received during 01.04.2025 to 31.03.2026. (Q1, Q2, Q3 and Q4 FY 25-26). -9- out of -10- open RBI BO complaints (which were open as on 31.12.2025) final status was Maintainable and included in the -37- complaints. -4- RBI BO complaints are open as on 31.03.2026. Consequently, the -37- Maintainable complaints at present (as on 31.03.2026) does not include the still open -4- RBI BO complaints. The status (Maintainable/Non Maintainable) of these -4- open RBI BO complaints shall be updated in subsequent quarter(s).

(B)Top five grounds of complaints received by the bank from customers

For the Financial Year FY 25-26:

S.No

Grounds of complaints, (i.e. complaints relating to)

Number of complaints pending at the beginning of the year

Number of complaints received during the year

% increase/ decrease in the number of complaints received over the previous year

Number of complaints pending at the end of the year

Of 5, number of complaints pending beyond 30 days

Ground - 1

ATM/Debit Cards

6

238

-12.82%

0

0

Ground - 2

Loans and advances

3

84

-14.29%

3

1

Ground - 3

Internet/Mobile/Electronic Banking

12

1053

-0.75%

18

1

Ground - 4

Account opening/difficulty in operation of accounts

0

24

-31.43%

0

0

Ground - 5

Facilities for customers visiting the branch/adherence to prescribed working hours by the branch, etc.

0

0

0%

0

0

 

Others

13

605

12.66%

6

0

 

Total

34

2004

0%

27

2

 

For the Financial Year FY 24-25:

S.No

Grounds of complaints, (i.e. complaints relating to)

Number of complaints pending at the beginning of the year

Number of complaints received during the year

% increase/ decrease in the number of complaints received over the previous year

Number of complaints pending at the end of the year

Of 5, number of complaints pending beyond 30 days

Ground - 1

ATM/Debit Cards

2

273

-85.51%

6

1

Ground - 2

Loans and advances

2

98

-3.92%

3

2

Ground - 3

Internet/Mobile/Electronic Banking

1

1061

124.31%

12

3

Ground - 4

Account opening/difficulty in operation of accounts

1

35

-45.31%

0

0

Ground - 5

Facilities for customers visiting the branch/adherence to prescribed working hours by the branch, etc.

0

0

0%

0

0

 

Others

15

537

42.82%

13

1

 

Total

21

2004

-30.87%

34

7