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Customer grievance against banking services in West Bengal and Sikkim are on the decline.
According to the regional Banking Ombudsman cell, increasing awareness among customers and bankers on the quality of services, led to nearly 10 per cent decline in complaints to 4,388 (4,836) between July 2012 and June 2013.
With 84 per cent of complaints received from the urban areas, the trend may not signify an improvement in the quality of banking services in rural areas.
S. Chattopadhyay, Banking Ombudsman, Kolkata, admits there is a lack of awareness on grievance redressal procedures in semi-urban and rural areas.
Last year, the Ombudsman found that a significant of number bankers did not take adequate measures to make people aware of the grievance redressal mechanism. “Some of the branches did not give proper display to Banking Ombudsman scheme,” an official said.
According to Chattopadhyay, apart from an “outreach programme,” where grievances are solved on the spot, the BO cell would initiate a “sensitisation programme” to deal with urgent and special complaints.
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