Status of Customer Complaints:

    31st March, 2019 31st March, 2018
(a) No. of complaints pending at the beginning of the year 512 1,149
(b) No. of complaints received during the year 4,06,998 1,17,678
(c) No. of complaints redressed during the year 3,99,002* 1,18,315
(d) No. of complaints pending at the end of the year 8,508 512



Status of Awards passed by the Banking Ombudsman:

    31st March, 2019 31st March, 2018
(a) No. of unimplemented Awards at the beginning of the year Nil Nil
(b) No. of Awards passed by the Banking Ombudsman during the year Nil Nil
(c) No. of Awards implemented during the year Nil Nil
(d) No. of unimplemented Awards at the end of the year Nil Nil

 


*While the yearly complaint count has gone up, drastically, we wish to assure you that, this is not an indication of declining service levels.
As a measure of abundant caution, we have categorized all digital transaction failure points also as complaints, and thus acknowledging and recording any negative moment of truth that the customer has had with our bank.

Top 10 Complaints :

Complaint Type # No. % of Overall Complaints
Cash Withdrawal Dispute at Other Bank ATM for KMB Customer 102114 25%
Transaction disputes for Point Of Sale or E Commerce transactions 39546 10%
Cheque /Cash not credited for Credit cards 22971 6%
Incorrect/Delay in Processing 22463 6%
Miscommunication or Charge Related 14490 4%
Unsettled Transaction disputes Related 14069 3%
Service Issue 13512 3%
811Customers Appointment related 11586 3%
Debit Card Related suspected fraud transactions 10450 3%
Fraud Settled Transactions Dispute 10135 2%