Karnataka Bank Limited
Customer Complaint
Analysis: 2011-2012
A. Customer Complaints:
|
No.
of complaints pending at the beginning of the year. |
48 |
|
Number
of complaints received during the year. |
612 |
|
Number
of complaints redressed during the year. |
622 |
|
Number
of complaints pending at the end of the year. |
38 |
B. Awards passed by the Banking
Ombudsman
|
No
of unimplemented awards at the beginning of the year. |
Nil |
|
No
of awards passed by the Banking Ombudsman during the year. |
01 |
|
No
of awards implemented during the year. |
01 |
|
No
of unimplemented awards at the end of the year. |
Nil |
C.Analysis of complaints
received from 01.04.2011 to 31.03.2012
|
Sl.No. |
Cause |
Complaints
received during the period from |
|
01-04-2011
to 31-03-2012 |
||
|
1 |
Loans
& Advances related. |
83 |
|
2 |
Deficiency
in customer service. |
35 |
|
3 |
Systems
& Procedures. |
28 |
|
4 |
Staff
behaviour. |
47 |
|
5 |
Collection
of instruments OBC / BPC / Clearing etc. |
13 |
|
6 |
NRI
Accounts / Service. |
01 |
|
7 |
Alleged
bribery. |
01 |
|
8 |
Recovery
related. |
04 |
|
9 |
Alleged
Fraud. |
01 |
|
10 |
Debit
card related. |
307 |
|
11 |
Miscellaneous. |
92 |
|
Total |
612 |
|
C.The time taken for
disposal of complaints was as under:
|
Sl.No. |
Period |
No.
of complaints disposed |
|
1 |
1-15
days. |
370 |
|
2 |
16-30
days. |
85 |
|
3 |
31-90
days. |
127 |
|
4 |
Beyond
91 days. |
40 |
|
Total |
622 |
|