Andhra Bank
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  Analysis of complaints received by the Bank during the year 2016-17

A. Customer Complaints

(a) No. of complaints pending at the beginning of the year(as on 31.03.2016)
1274
(b) No. of complaints received during the year
239899
(c) No. of complaints redressed during the year
240413
(d) No. of complaints pending at the end of the year (as on 31.03.2017)
*760


*All the pending complaints are since redressed.

The above complaints include:

S No CATEGORY
No of Complaints
1 ATM complaints
230136
2 Credit Card complaints
91
3 RTGS/NEFT complaints
3384
4 Pension related complaints
107
5 SMS Upset
1609
6 General complaints
3767
7 Banking Ombudsman complaints
805
TOTAL
239899

B. Awards passed by Banking Ombudsman

Awards passed by the Banking Ombudsman (in numbers)

Unimplemented at the beginning of the year

Nil

Passed by Banking Ombudsman during the year

Nil

Implemented during the year

Nil

Unimplemented during the year

Nil



No awards were passed by Banking Ombudsman from 01.04.2016 to 31.03.2017;

IV. The following are the customer service areas in which complaints are frequently received;
  1. ATM
  2. General Banking
  3. Technology

Frequent sources of complaint
  • Account debited but ATM cash not dispensed
  • Delay in payment of Pension arrears/family pension/revision of pension
  • Non receipt of internet banking passwords
  • NEFT/RTGS Transactions-Outward delay and wrong credits on account of incorrect mentioning of account numbers.
 
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