Indian banks continued to witness a high volume of customer complaints in FY25, though some showed marginal year-on-year improvement, as per their Business Responsibility and Sustainability Reports (BRSR). State Bank of India (SBI) received the highest number of complaints, registering over 6.87 lakh cases related to unauthorised electronic debits and 21.50 lakh under the “other” category, with 1.05 lakh still unresolved by March-end. Complaints about service delays, such as loan sanctions, also rose. PNB saw a slight rise to 11.39 lakh complaints, while Bank of Baroda logged 5.34 lakh. Most issues involved digital banking and debit card transactions. Among private banks, Axis Bank received 4.97 lakh complaints for service delays and 76,111 under “other” issues. ICICI Bank’s service-related complaints rose to 5.34 lakh, attributed to enhanced complaint systems. HDFC Bank reported 4.42 lakh complaints under “other” issues, slightly down from the previous year. CEO Sashidhar Jagdishan highlighted improved service delivery due to increased digital adoption and process efficiency.
Customers File Highest Complaints Against SBI In FY25
