Punjab tops the list of states in the region registering consumer complaints with the banking ombudsman,running into a total of 1,560 in the last one year. Even as the total percentage of complaints in Punjab has dropped by 10.39 per cent since last year,it is more than three times in comparison to neighbouring states. Cases regarding credit cards and ATM have been high for the past two years. Of 3,521 complaints filed in 2011-12,Chandigarh ranks second with 291 complaints,followed by three districts of Haryana Panchkula,Ambala and Yamunanagar with 233 complaints. Himachal Pradesh recorded 187 complaints. The reason for large number of complaints is the number of ombudsman centres in the state and also because the number of bank accounts and consumers are more in Punjab,due to its vast geographical area, said J Tashi,Banking Ombudsman of the region. According to the annual report filed by the office of the banking ombudsman,maximum consumer complaints filed with them are from the credit card and ATM sector,21.7 percent of the complaints an 8 per cent rise since the previous year. This is followed by failure to meet commitments and bank and pension related grievances,mostly pertaining to miscommunication regarding fixed deposit and mutual fund related information. Loans and advances also attract large number of complaints,in both,general and housing categories (216 and 124 respectively),majority of which concern the rate of interest levied on the loans. Maximum complaints still reach the ombudsman through post,a total of 2,121. The maximum increase is shown in complaints filed through e-mails,a total of 1,361 complaints,showing an increase of 15 per cent since the previous year. The segment-wise distribution reveals that maximum complaints are registered from urban and metro region,2,523,in comparison to semi-urban and rural areas. Maximum number of complaints are filed against the State Bank of India. Additionally,complaints against public-sector banks are 34 per cent,against private sector banks are 25 per cent and 2 percent against foreign banks. The complaints are disposed through a settlement between the complainant and the concerned banks,by way of sending a letter,followed by a speaking order and if there is still no redressal,then finally an award or direction that the bank is entitled to obey.
