{"id":262109,"date":"2025-03-19T11:44:07","date_gmt":"2025-03-19T11:44:07","guid":{"rendered":"https:\/\/news.talkwithrattan.com\/index.php\/2025\/03\/19\/stop-masking-complaints-as-requests-rbi-governor-to-banks-the-times-of-india\/"},"modified":"2025-03-19T11:44:07","modified_gmt":"2025-03-19T11:44:07","slug":"stop-masking-complaints-as-requests-rbi-governor-to-banks-the-times-of-india","status":"publish","type":"post","link":"https:\/\/news.talkwithrattan.com\/index.php\/2025\/03\/19\/stop-masking-complaints-as-requests-rbi-governor-to-banks-the-times-of-india\/","title":{"rendered":"Stop masking complaints as requests: RBI governor to banks &#8211; The Times of India"},"content":{"rendered":"<div style=\"text-align:center\"><img decoding=\"async\" src=\"https:\/\/i0.wp.com\/static.toiimg.com\/thumb\/msid-119185695,imgsize-32440,width-400,resizemode-4\/119185695.jpg?ssl=1\" class=\"attachment-post-thumbnail size-post-thumbnail wp-post-image\" alt=\"Stop masking complaints as requests: RBI governor to banks &#8211; The Times of India\" title=\"Stop masking complaints as requests: RBI governor to banks &#8211; The Times of India\" \/><\/div><p> <br \/>\n<\/p>\n<div data-articlebody=\"1\">\n<div class=\"_s30J clearfix  \">\n<div class=\"MwN2O\">\n<div class=\"vdo_embedd\">\n<div class=\"T22zO\">\n<section class=\"D3Wk1  clearfix id-r-component leadmedia undefined undefined  VtlfQ\" style=\"top:0px\">\n<div class=\"D3Wk1\" data-ua-type=\"1\" onclick=\"stpPgtnAndPrvntDefault(event)\">\n<div class=\"zPaFh\">\n<div class=\"wJnIp\"><\/div>\n<\/div>\n<\/div>\n<\/section>\n<\/div><\/div>\n<\/div>\n<p><span class=\"strong\" data-ua-type=\"1\" onclick=\"stpPgtnAndPrvntDefault(event)\">MUMBAI: <\/span>Reserve Bank of India (RBI) governor Sanjay Malhotra has pulled up banks and financial institutions for masking customer complaints by terming them as \u2018requests, queries and disputes\u2019. Malhotra said this is a \u2018gross violation\u2019 of RBI norms, and called upon banks to improve in the area of KYC, digital frauds, mis-selling and aggressive recovery practices.<br \/>The governor asked banks to prioritise customer service to maintain <!-- -->consumer trust<!-- --> and address growing grievances. He was delivering a speech on transforming <!-- -->grievance redressal<!-- --> at the annual conference of the banking Ombudsmen on Monday.<br \/>In his speech, the governor said that the misclassification of customer comp laints has left many grievances unaddressed. \u201cThis is not just a service issue \u2014 it is a gross regulatory violation,\u201d he said, emphasising the need for banks to correctly categorise complaints and resolve them efficiently to avoid escalation to the RBI Ombudsmen.<\/p>\n<div data-pos=\"0\" class=\"id-r-component QbQNS undefined  &#10;        \">\n<div><img decoding=\"async\" alt=\"Screenshot 2025-03-19 072031\" msid=\"119185643\" width=\"600\" title=\".\" placeholdersrc=\"https:\/\/static.toiimg.com\/photo\/83033472.cms\" imgsize=\"23456\" resizemode=\"4\" offsetvertical=\"0\" placeholdermsid=\"\" type=\"thumb\" class=\"\" src=\"https:\/\/static.toiimg.com\/thumb\/imgsize-23456,msid-119185643,width-600,resizemode-4\/119185643.jpg\" data-api-prerender=\"true\"\/><\/p>\n<p>.<\/p>\n<\/div>\n<\/div>\n<p>Stressing the importan ce of seamless customer experience, he noted, \u201cEvery complaint is a test of trust.\u201d<br \/>Malhotra said over one crore complaints were recorded in the past year across 95 scheduled commercial banks, a figure that may rise as financial services expand. \u201cHandling complaints well can define success. Each unresolved grievance is a missed opportunity to reaffirm customer trust and loyalty,\u201d he said, urging banks to treat grievances as indicators of deeper systemic issues.<br \/>Advancements in digital banking, including UPI transactions, mobile banking, and video KYC, have improved accessibility. However, the governor acknowledged that the persistence of issues such as digital fraud, mis-selling, and aggressive recovery practices continues to undermine consumer confidence.<\/div>\n<\/div>\n<p><script>\nvar _mfq = window._mfq || [];\n_mfq.push([\"setVariable\", \"toi_titan\", window.location.href]);\n!(function(f, b, e, v, n, t, s) {\n    function loadFBEvents(isFBCampaignActive) {\n      if (!isFBCampaignActive) {\n        return;\n      }\n      (function(f, b, e, v, n, t, s) {\n        if (f.fbq) return;\n        n = f.fbq = function() {\n          n.callMethod ? n.callMethod(...arguments) : n.queue.push(arguments);\n        };\n        if (!f._fbq) f._fbq = n;\n        n.push = n;\n        n.loaded = !0;\n        n.version = '2.0';\n        n.queue = [];\n        t = b.createElement(e);\n        t.async = !0;\n        t.defer = !0;\n        t.src = v;\n        s = b.getElementsByTagName(e)[0];\n        s.parentNode.insertBefore(t, s);\n      })(f, b, e, 'https:\/\/connect.facebook.net\/en_US\/fbevents.js', n, t, s);\n      fbq('init', '593671331875494');\n      fbq('track', 'PageView');\n    };\n    function loadGtagEvents(isGoogleCampaignActive) {\n      if (!isGoogleCampaignActive) {\n        return;\n      }\n      var id = document.getElementById('toi-plus-google-campaign');\n      if (id) {\n        return;\n      }\n      (function(f, b, e, v, n, t, s) {\n        t = b.createElement(e);\n        t.async = !0;\n        t.defer = !0;\n        t.src = v;\n        t.id = 'toi-plus-google-campaign';\n        s = b.getElementsByTagName(e)[0];\n        s.parentNode.insertBefore(t, s);\n      })(f, b, e, 'https:\/\/www.googletagmanager.com\/gtag\/js?id=AW-877820074', n, t, s);\n    };\n    function loadSurvicateJs(allowedSurvicateSections = []){\n      const section =  window.location.pathname.split('\/')[1]\n      const isHomePageAllowed = window.location.pathname === '\/' && allowedSurvicateSections.includes('homepage')\n      if(allowedSurvicateSections.includes(section) || isHomePageAllowed){\n        (function(w) {\n         function setAttributes() {\n                    var prime_user_status = window.isPrime ? 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Malhotra said this is a \u2018gross violation\u2019 of RBI norms, and called upon banks to improve in the area of KYC, digital frauds, mis-selling and aggressive recovery [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":262110,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"tdm_status":"","tdm_grid_status":"","fifu_image_url":"https:\/\/static.toiimg.com\/thumb\/msid-119185695,imgsize-32440,width-400,resizemode-4\/119185695.jpg","fifu_image_alt":"","footnotes":""},"categories":[604],"tags":[3331,289,18450,67997,201958,201957,324,97921,273,201959,2126,150026,8524,759,272],"amp_enabled":true,"_links":{"self":[{"href":"https:\/\/news.talkwithrattan.com\/index.php\/wp-json\/wp\/v2\/posts\/262109"}],"collection":[{"href":"https:\/\/news.talkwithrattan.com\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/news.talkwithrattan.com\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/news.talkwithrattan.com\/index.php\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/news.talkwithrattan.com\/index.php\/wp-json\/wp\/v2\/comments?post=262109"}],"version-history":[{"count":1,"href":"https:\/\/news.talkwithrattan.com\/index.php\/wp-json\/wp\/v2\/posts\/262109\/revisions"}],"predecessor-version":[{"id":262111,"href":"https:\/\/news.talkwithrattan.com\/index.php\/wp-json\/wp\/v2\/posts\/262109\/revisions\/262111"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/news.talkwithrattan.com\/index.php\/wp-json\/wp\/v2\/media\/262110"}],"wp:attachment":[{"href":"https:\/\/news.talkwithrattan.com\/index.php\/wp-json\/wp\/v2\/media?parent=262109"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/news.talkwithrattan.com\/index.php\/wp-json\/wp\/v2\/categories?post=262109"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/news.talkwithrattan.com\/index.php\/wp-json\/wp\/v2\/tags?post=262109"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}