Andhra Bank
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  Analysis of complaints received by the Bank during the year 2012-13

A. Customer Complaints

(a) No. of complaints pending at the beginning of the year(as on 01.04.12) 810
(b) No. of complaints received during the year 84807
(c) No. of complaints redressed during the year 85596
(d) No. of complaints pending at the end of the year (as on 31.03.2013) 21


The above complaints include :

ATM complaints, 70898
credit card complaints, 74
RTGS/NEFT complaints, 7110
pension related complaints 63
SMS Upset and 4420
General complaints. 1778
Banking Ombudsman 464
  84807

B. Awards passed by the Banking Ombudsman (01.04.2012 to 31.03.2013)

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

Nil

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

8

(c) No. of Awards implemented during the year

7

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

1



IV. The following are the customer service areas in which the 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