Indian banks continued to receive a significant volume of customer complaints in FY25, although some institutions reported marginal year-on-year improvements, as per their Business Responsibility and Sustainability Reports (BRSR).
State Bank of India (SBI), the country’s largest public sector bank, topped the list with over 6.87 lakh complaints related to unauthorised electronic debit transactions, with 1.05 lakh still unresolved by March-end. Additionally, it received 12,502 complaints for delays in essential services such as loan approvals, up from 7,223 in FY24. SBI also logged 21.5 lakh complaints under the “other” category, slightly down from 24.02 lakh the previous year. The bank offers multiple channels for customer feedback, including 24×7 toll-free numbers, internet and mobile banking, and a complaint form on its website.
Among private lenders, Axis Bank recorded 4.97 lakh complaints about service delays, with 8,782 pending resolution. ICICI Bank received 5.34 lakh such complaints, up from 3.46 lakh in FY24, attributing the rise to improved complaint logging mechanisms. HDFC Bank reported 4.42 lakh complaints under the “other” category. Its CEO, Sashidhar Jagdishan, said improved digital adoption and better first-time service delivery helped reduce delays in acquisition and servicing.
