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Foreign and private sector banks generate the most complaints; Kotak Bank and Barclays top the dubious list

While people continue to criticise the services offered by public sector banks, it is the foreign and private players who seem to be attracting the most complaints

According to the 2008-2009 report published under the RBI’s Banking Ombudsman Scheme, the number of complaints received per 1,000 accounts is the highest among foreign banks and banks in the private sector, with banks in the public sector having comparatively fewer complaints.

The study, included in the annex of the RBI annual report, reveals the total number of complaints received under the Banking Ombudsman (BO) Scheme, started in 2006, along with break-ups showing the number of complaints against individual banks, number of complaints per 1,000 accounts (non-credit card related) and number of credit/debit card related complaints per 1,000 credit/debit card accounts.

In our analysis of the report, which is available on the RBI website, we have focused mainly on the number of complaints per 1,000 account holders, as opposed to the total number of complaints. This is because banks with larger numbers of customers will face a larger number of complaints, and looking at the number of complaints per 1,000 accounts is the only way to put all banks on an equal footing. We have also disregarded outliers who have only a few accounts.

The results show that foreign banks have the highest complaints followed by private sector banks; public sector banks have the least number of complaints—which is surprising and contrary to general perception.

This lends credence to the charge of a banker, who does not want to be named, who said that foreign and private sector banks have savvier customers who are more aware of their rights and more likely to lodge formal complaints.

Hence, we decided to focus more on comparisons within this group.The report shows that among foreign banks, Barclays Bank and ABN AMRO were the most complained about with 1.31 and 1.02 complaints per 1,000 accounts.

The other big foreign banks also showed large, though relatively lesser complaints, with HSBC having 0.35, Citibank having 0.34 and Standard Chartered Bank showing 0.34 complaints per 1,000 accounts.

In terms of credit and debit card related complaints, Barclays again topped the charts with 1.59 complaints per 1,000 card holders. Coming in at a distant second with 0.65 complaints per 1,000 was again ABN AMRO. HSBC and Standard Chartered followed with 0.57 and 0.44 respectively. Citibank had 0.23 complaints per 1,000 card holders.

HSBC had the highest number of complaints overall with 2,838 followed by Citibank with 2,563. As noted earlier, this is primarily because they are much larger than their competitors, and the total figure should not be viewed as an indicator of performance.

Private sector banks also had high levels of complaints with Kotak Mahindra Bank having 0.71 complaints per 1,000 account holders. Among the larger banks, another surprise was that HDFC Bank had 0.43 complaints per 1,000 accounts, which was significantly higher than ICICI Bank which had 0.28 complaints. This is again contrary to perception. A pleasant exception to the trend was Axis Bank which had only 0.17 complaints per 1,000 account holders. ICICI Bank had the highest number of total complaints with 11,453.

When looking at credit and debit card related complaints, the trend was more uniform with ICICI Bank having 0.17 complaints per 1,000 card accounts and HDFC Bank and Kotak Mahindra receiving 0.13 and 0.12 complaints per 1,000 card accounts respectively. Axis Bank again had the fewest complaints with only 0.04 complaints received per 1,000 credit or debit card holders.

Public sector banks showed the most surprising results, considering the common perception of nationalised banks offering poor facilities and service.

State Bank of India (SBI), India’s largest bank, had received 0.13 complaints per 1,000 accounts and 0.09 credit or debit card related complaints for 1,000 credit/debit card accounts.

Bank of Baroda had 0.06, Bank of India had 0.04, Canara Bank had 0.05, Central Bank of India had 0.06, Punjab National Bank had 0.07 and Union Bank of India had 0.06 complaints per 1,000 accounts.

The figures for credit and debit card related complaints for the above entities were 0.05, 0.03, 0.03, 0.06, 0.03 and 0.04 complaints per 1,000 card accounts respectively.

The numbers show that whether it is because of poor service or more aware customers, foreign and private sector banks have some issues they need to address.

User

COMMENTS

R D Mathur

7 years ago

Service in HSBC bank is continuously on the decline with it is at the counters or shabbily maintained ATMs. It is high time RBI cracks its whip.

K NARAYANAN

7 years ago

I agree with Ms Sucheta.My brother had a problem with his credit card of Andhra bank.He paid the money by debit to his account with the branch of the same bank.The amount was wrongly credited to someone's account.When he apprached the BM the fellow behaved haughtily.He wrote the chairman of the bank and it was resolved within very short time.Not only that, the manager was asked to meet my brother and say sorry.

Prem Panjwani

7 years ago

ANy person visiting bank and on fixed deposit counter we have now a days person connected with Mutual funds- Private insurance company - giving them wrong information and suggesting them to invest for three years as bank FD- and poor investor seems to understand it is the scheme of Bank , some new bank FD scheme- and finally landed in trap of all private insurance company and mutual funds_ I am not the against of selling of insurance or mutual funds thru bank- but again let them open new office for the same where customer should walk in seprately if he want to invest or buy the policy- this full confussion is all about customer think it is bank product and he put him their the bank trap_ IRDA and SEBI and RBI should do something to bring the norms

Prem Panjwani

7 years ago

I have suggesstion for IRDA n SEBI and RBI authorities- Let their should be full audio recorded coversation in records for the policy sold thru any body any company, what is been informed to policy holder- invester - and new bank account holder- free debit card user- salary account holder-
I mean what their executive informed and what real situation are_ half of the complient will be reduce due to HR will give them propoer trainig before they send them to filed to fool the indian Public

sreepathi

7 years ago

Many complaints are not registered by Ombudsman, as they try to tell us that it is a criminal compalaint and should be filed with police.
Money life should ask the Banks to give the statistics about the criminal complaints also so that actual figure comes out

Shadi Katyal

7 years ago

This is a good news that these private banks atleast listen to your complaints .Why does the writer not tell us how the Govt owned Banks behave with you and you cannot complaint to anyone as there is no such sysatem to listen or facilitate any complaint.
Does anyone remeber a TV program where the bank employees played card and told a NRI why dont u go back to UK.The true picutre

REPLY

sucheta

In Reply to Shadi Katyal 7 years ago

Actually not true. Banks have service committees and there is a lot of pressure for complaints to be resolved at the branch level and also at the board level. This applies to PSU banks as well -- the past was different.
More importantly, many PSU banks, at least in the cities are conscious about having to compete with private ones and make an effort.
In fact, things will improve dramatically if PSU bank customers take the trouble to file complaints and then look for results, instead of continuing to have low expectations.

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