Annual information on complaints handled | Jammu and Kashmir J&K Bank

Summary information on complaints received by the bank from customers and from the OBOs

Sr. No	Particulars		Previous year (FY 2022-23)	Current year (FY 2023-24)
Complaints received by the bank from its customers
1.	Number of complaints pending at beginning of the year		1116	2324
2.	Number of complaints received during the year		52608	54686
3.	Number of complaints disposed during the year		51400	55465
3.	3.1	Of which, number of complaints rejected by the bank	582	8273
4.	Number of complaints pending at the end of the year		2324	1545
Maintainable complaints received by the bank from OBOs
5.	Number of maintainable complaints received by the bank from OBOs		530	616
	5.1.	Of 5, number of complaints resolved in favour of the bank by BOs	514	589
	5.2	Of 5, number of complaints resolved through conciliation / mediation / advisories issued by BOs	10	29
	5.3	Of 5, number of complaints resolved after passing of Awards by BOs against the bank	0	0
6.	Number of Awards unimplemented within the stipulated time (other than those appealed)		0	0
Note : 1. Maintainable complaints refer to complaints on the grounds specifically mentioned in BO Scheme 2006 and covered within the ambit of the Scheme. 2. Till the Financial Year 2022-23, the Bank was disclosing only the non-digital complaints in the summary information. For the current year, the number of complaints pending at the beginning of the year, received and disposed during the year and pending at the end of the year include digital and non-digital complaints. The figures for the previous year have been regrouped accordingly.

Note:

Number of BO complaints pending at the beginning of FY2022-23 ------ 9
Number of BO complaints pending at the end of FY2022-23 ------- 15
Number of BO complaints pending at the end of FY2023-24 ------- 13

Top five grounds of complaints received by the bank from customers

Grounds of complaints, (i.e. complaints relating to)	Number of complaints pending at the beginning of the year	Number of complaints received during the year	% increase / decrease in the number of complaints received over the previous year	Number of complaints pending at the end of the year	Of 5, number of complaints pending beyond 30 days
1	2	3	4	5	6
Current Year
Ground – 1 (Internet/Mobile/Electronic Banking)	2291	51332	0.2	1221	0
Ground – 2 (Loans and Advances)	8	1401	129	135	0
Ground – 3 (ATM/Debit Cards)	1	172	161	30	0
Ground – 4 (Credit Cards)	1	157	59	12	0
Ground - 5 (Account opening/difficulty in operation of accounts)	1	151	26	21	0
Other Grounds Staff Misbehaviour Deficiency of services Insurance Leakage of Account Info Non-Linkage of Aadhaar Unauthorised Debits Pension and facilities for senior citizens/differently abled Others	22	1473	110	126	1
Total Complaints	2324	54686	3	1545	1
Previous Year
Ground – 1 (Internet/Mobile/Electronic Banking)	1105	50982	48	2291	0
Ground – 2 (Loans and Advances)	2	612	353	8	1
Ground - 3 (Account opening/difficulty in operation of accounts)	2	120	2900	1	0
Ground – 4 (Credit Cards)	0	99	27	1	0
Ground – 5 (Staff Behavior)	1	95	313	5	0
Other Grounds ATM/Debit Cards Deficiency of services Insurance Leakage of Account Info Non-Linkage of Aadhaar Unauthorised Debits Pension and facilities for senior citizens/differently abled Others	6	700	57	18	0
Total Complaints	1116	52608	50	2324	1

Incharge
Customer Service, CHQ

Strengthening of Grievance Redress Mechanism in Banks

Master list of grounds of complaints to be used for disclosure on the top five ground-wise receipt of complaints by banks under Para 4 of the Annex
1.	ATM / Debit Cards
2.	Credit Cards
3.	Internet / Mobile / Electronic Banking
4.	Account opening / difficulty in operation of accounts
5.	Mis-selling / Para-banking
6.	Recovery Agents / Direct Sales Agents
7.	Pension and facilities for senior citizens / differently abled
8.	Loans and advances
9.	Levy of charges without prior notice / excessive charges / foreclosure charges
10.	Cheques / drafts / bills
11.	Non-observance of Fair Practices Code
12.	Exchange of coins, issuance / acceptance of small denomination notes and coins
13.	Bank Guarantees / Letter of Credit and documentary credits
14.	Staff behaviour
15.	Facilities for customers visiting the branch / adherence to prescribed working hours by the branch, etc.
16.	Others