Andhra Bank
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  Analysis of complaints received by the Bank during the year 2011-12.

A. Customer Complaints

(a) No. of complaints pending at the beginning of the year(as on 01.04.11)

   936

(b) No. of complaints received during the year

 106990

(c) No. of complaints redressed during the year

 107116

(d) No. of complaints pending at the end of the year (as on 31.03.2012)

   810

The above complaints includes:

  1. 87444 ATM complaints,
  2. 87 credit card complaints,
  3. 2454 RTGS/NEFT complaints,
  4. 5819 pension related complaints
  5. 9666 SMS Upset and
  6. 1520 General complaints.

B. Awards passed by the Banking Ombudsman (01.04.2011 to 31.03.2012)

(a) No. of unimplemented Awards at the beginning of the year

  1

(b) No. of Awards passed by the Banking Ombudsmen during the year

   5

(c) No. of Awards implemented during the year

    6

(d) No. of unimplemented Awards at the end of the year

    Nil

During the year bank received 551 complaints through the Offices of Banking Ombudsman. All the complaints were amicably redressed.

IV. The following are the customer service areas in which the complaints are frequently received;

1. Deposits
2. Loans
3. ATM
4. Collection of Cheques
5. Pensions

Frequent sources of complaint

  1. Passbook Printing
  2. Delay in settlement of insurance claims in respect of Arogyadaan/ABJ a/cs
  3. Not sanctioning of Education loan/weaker section loans/General loans
  4. Delay in Collection of outstation cheques/crediting of Cheque proceeds
  5. ATM debit without dispensing of Cash
  6. Delay in payment of Pension arrears/family pension
  7. Difference in the amount of revised Pension