Customers expressed more dissatisfaction with services of scam-hit Sonali Bank Limited than of any other bank in the country as Bangladesh Bank received highest 345 complaints against the state-owned bank during the 2016-2017 fiscal.
Customers’ second highest 213 complaints were against BRAC Bank, followed by Janata Bank Limited with 185 complaints, according to the annual report of BB’s Financial Integrity and Customer Services Department, which was published on Sunday.
Customers of any bank can file a complaint with the central bank’s FICSD over telephone or in writing to get remedy regarding any issue, an official of the central bank said.
Apart from the three banks, the number of complaints against other banks was: 172 against Dutch-Bangla Bank, 157 against Agrani Bank, 156 against Islami Bank Bangladesh Limited, 132 against Rupali Bank, 123 against City Bank, 120 against Eastern Bank and 106 against Standard Bank.
In terms of types of complaints, highest 1,427 were about general banking-related services, with Sonali again drawing highest 228 complaints from its customers in the category.
Complaints against BRAC Bank was highest in three other criterion — advance-deposit, mobile banking and remittance.
Its customers filed 56 complaints about advance-deposit-related services, while 38 and 10 complaints were received for mobile banking and remittance-related services respectively.
Eastern Bank’s card services drew highest 52 customers’ complaints.
Trade bill-related objection was highest against Islami Bank as its customers lodged 48 complaints with the central bank over the issue.
The central bank received 3,521 complaints from customers of different banks during the year, while the total number of complaints received in the previous fiscal was 4,530.
The rate of dispute resolution was 99.94 per cent in the year 2016-2017 against 100 per cent in the previous year.
Apart from customers’ complaints to BB, the scheduled banks also received 16,013 complaints from their customers through rationalised input template during the year.
Of the complaints, 97.91 per cent or 15,679 complaints were solved and 334 complaints remained unsettled.
As per the RIT report, Standard Chartered Bank received highest 8,116 complaints from its customers through RIT, while City Bank and Eastern Bank received 3,851 and 985 complaints from their customers respectively.
HSBC Bank received 453 complaints from its customers, Dutch-Bangla Bank 294, Prime Bank 242, Trust Bank 214, Premier Bank 168, NRB Bank 147 and BRAC Bank 137 complaints.
BB in April 2011 established the Customer Interest Protection Centre to safeguard the interests of clients and address their grievances.
CIPC was later transformed into FICSD to handle the increasing number of complaints.
Since 2011, customers of banks lodged 25,656 complaints against the commercial banks operating in the country. Of them, the central bank settled 25,648 complaints with a success rate of 99.96 per cent.
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