Mumbai: The share of complaints received against private sector banks was the highest and increased to 37.53% of total complaints in 2024-25 from 34.39% in 2023-24, while the share of complaints received against the public sector bank declined to 34.80% in 2024-25 from 38.32% in 2023-24 to 34.80% in 2024-25, data from RBI's annual report of the ombudsman scheme showed.
Overall the central bank received 2.96 lakh complaints in fiscal ended March 2025 up 1% from the 2.93 lakh complaints received in the previous year, largely from individuals which made up 87% of the complaints just like in the previous years.
“Complaints against the banks formed the largest portion accounting for 81.53% of complaints received….followed by NBFCs accounting for 14.80% during 2024-25…..the office of RBI ombudsman disposed 2.90 lakh complaints (including pending complaints of the previous year) during 2024-25….1.80 lakh complaints constituting 62.16% of the total complaints were marked as maintainable complaints, while remaining were disposed as non-maintainable complaints. 51.91% of the maintainable complaints were resolved through mutual settlement, conciliation or mediation while 43.36% of the maintainable complaints were rejected,” the report said.
Complaints related to loan and advances were the highest in the fiscal year ended March 2025 followed by deposit account related complaints against banks which have overtaken electronic and mobile banking complaints to be the second largest category of complaints last fiscal year.
Loans and advances related complaints against banks made up 21.70% of total complaints though down from 22.47% a year ago. Deposit accounts related complaints made up 20.63% of total complaints up from 19.15% in 2023-24 while mobile and electronic banking complaints at 19.33% were the third highest, though down from 22.48% a year ago. Including NBFCs, credit cards was the second highest source of complaints to the ombudsman.
“In 2024-25, the top five categories of complaints, consisting of complaints related to loans and advances, credit cards, mobile/electronic banking, deposit accounts and ATM / Debit cards, accounted for 86.20% of all complaints received by the office of RBI ombudsman,” the report said.
Of the total complaints received by the ombudsman, loan and advances was the highest at 29.25% 2024-25, complaints related to credit cards increased 20.04% and has become the second highest contributor of complaints while mobile /electronic banking complaints decreased 12.74% year-on-year.
Overall the central bank received 2.96 lakh complaints in fiscal ended March 2025 up 1% from the 2.93 lakh complaints received in the previous year, largely from individuals which made up 87% of the complaints just like in the previous years.
“Complaints against the banks formed the largest portion accounting for 81.53% of complaints received….followed by NBFCs accounting for 14.80% during 2024-25…..the office of RBI ombudsman disposed 2.90 lakh complaints (including pending complaints of the previous year) during 2024-25….1.80 lakh complaints constituting 62.16% of the total complaints were marked as maintainable complaints, while remaining were disposed as non-maintainable complaints. 51.91% of the maintainable complaints were resolved through mutual settlement, conciliation or mediation while 43.36% of the maintainable complaints were rejected,” the report said.
Complaints related to loan and advances were the highest in the fiscal year ended March 2025 followed by deposit account related complaints against banks which have overtaken electronic and mobile banking complaints to be the second largest category of complaints last fiscal year.
Loans and advances related complaints against banks made up 21.70% of total complaints though down from 22.47% a year ago. Deposit accounts related complaints made up 20.63% of total complaints up from 19.15% in 2023-24 while mobile and electronic banking complaints at 19.33% were the third highest, though down from 22.48% a year ago. Including NBFCs, credit cards was the second highest source of complaints to the ombudsman.
“In 2024-25, the top five categories of complaints, consisting of complaints related to loans and advances, credit cards, mobile/electronic banking, deposit accounts and ATM / Debit cards, accounted for 86.20% of all complaints received by the office of RBI ombudsman,” the report said.
Of the total complaints received by the ombudsman, loan and advances was the highest at 29.25% 2024-25, complaints related to credit cards increased 20.04% and has become the second highest contributor of complaints while mobile /electronic banking complaints decreased 12.74% year-on-year.
