Private banks misreporting complaints as queries: Shaktikanta Das – Times of India
MUMBAI: RBI Governor Shaktikanta Das has criticised private banks for mishandling customer grievances, flagging a concerning trend of misclassifying complaints as mere queries. "It is disheartening to see complaints being misclassified, which undermines the very foundation of customer trust," Das said at the Conference of Directors of Private Sector Banks in Mumbai. He urged banks to ensure that grievances are properly addressed and escalated to internal ombudsmen when necessary, highlighting the importance of robust redress mechanisms. "We have come across instances of rejected grievances not being escalated to the internal ombudsman of banks. I would like to urge the boards and their customer service committees to closely look into these aspects to ensure that banks have a genuine commit...