Rate of clients’ complaint resolved by the Customer Services Division of Bangladesh Bank declined to 68.46 per cent in the FY 2012-13 against 93.82 per cent in the FY12.
A Bangladesh Bank report released on Tuesday showed that the CSD had received a total of 4,296 complaints against scheduled banks and non-bank financial institutions of which 2,941 cases, or 68.46 per cent, were resolved in FY13.
In FY12, the CSD received 2,526 complaints of which 2,370 cases, or 93.82 per cent, were resolved.
The BB report showed that the number of complaints had increased by 70 per cent in the FY13 than the FY12. The number of resolved complaints also increased to 2,941 in the FY13 from that of 2,370 in the FY12.
BB governor Atiur Rahman released the annual report on the basis of the one-year activities of the CSD at the central bank headquarters in the capital.
Atiur urged the scheduled banks to formulate a policy to resolve their clients’ complaints.
He said, ‘It is time to think to include the customers’ satisfaction of a concerned bank with its CAMEL ratings.’
He gave directions to the Financial Integrity and Customer Services Department to arrange meetings with the complaint cells of the scheduled banks on a quarterly basis.
BB deputy Governor SK Sur Chowdhury, executive director SM Moniruzzaman, Standard Bank managing director SA Farooqui and senior officials of the central bank attended the publication programme of annual report of the CSD.
The BB report showed that the rate of complaints against private commercial banks was higher than the state-owned commercial banks as the number of PCBs is more than that of the SCBs.
The clients lodged 44.83 per cent complaints against the 30 PCBs, 37.95 per cent against the four SCBs, 14.05 per cent against the four state-run specialised banks and 3.02 per cent against the nine foreign commercial banks in the FY13.
The BB received the highest number of complaints against the Sonali Bank (594). The two other state-owned banks – Janata Bank and Bangladesh Krishi Bank — were in the second and third position as 328 and 296 complaints were lodged against them respectively in FY13.
Agrani Bank and Rupali Bank, two other state-owned banks, were in the fourth and fifth position as 163 and 161 complaints were filed against them in FY13.
Among the PCBs, the highest number of complaints was received against Prime Bank. The clients filed 133 complaints against the bank.
For improving the customer service in financial sector, the BB, at first, opened a Helpdesk under Foreign Exchange Inspection and Vigilance Department in March 2011 and later it was converted into CIPC.
Eventually, the CIPC was tuned into Customer Services Department under Financial Integrity and Customer Services Department.
-With New Age input
