i) Customer complaints position for the Financial Year 2011-2012

a) No. of complaints pending at the beginning of the year: 19
b) No. of complaints received during the year: 1158
c) No. of complaints redressed during the year: 1174
d) No. of complaints pending at the end of the year: 3 (since resolved)

ii) Awards passed by the Banking Ombudsmen:

a) No. of unimplemented awards at the beginning of the year: 0
b) No. of awards passed by Banking Ombudsmen during the year: 4
c) No. of awards implemented during the year: 4
d) No. of unimplemented awards at the end of the year: 0

iii) Most of the complaints received by the Bank are under the following heads:

1. Service charges / interest on loan accounts.
2. Passbook printing / Issuance of DDs / POs / Cheque Book / Standing Instructions etc.
3. Refusal / delay in sanction / disbursement of loan, other credit matters.