Country’s largest lender State Bank of India (SBI) received the highest number of customer complaints in FY25, while Axis Bank topped the list among private banks
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RUPAK DE CHOWDHURI
Indian banks continued to register substantial number of customer complaints in FY25, though few lenders reported slight improvement on a year-on-year (y-o-y) basis, according to banks’ FY25 business responsibility and sustainability report (BRSR).
Country’s largest lender State Bank of India (SBI) received the highest number of customer complaints in FY25, while Axis Bank topped the list among private banks.
Public sector banks
According to SBI’s BRSR, the lender received over 6.87 lakh customer complaints in FY25 (1.05 lakh pending resolution as on March end) pertaining to unauthorised electronic debit transactions. The bank received 12,502 complaints for delay in delivery of essential services including sanction of loans, higher than 7,223 in FY24. The lender also received 21.50 lakh complaints under the “other” category, which includes all categories of complaints other than cyber security and delivery of essential services. In FY24, the bank had received 24.02 lakh complaints under the “other” category.
SBI offers multiple avenues for customers to raise grievances, provide feedback or offer suggestions. Customers can reach out through the 24×7 contact centre, which is equipped with IVR, toll-free numbers and support in Hindi, English and 13 regional languages. Complaints and feedback can also be lodged online via the bank’s website through the customer request and complaint form (CRCF), internet banking (INB), mobile banking apps or designated email IDs published on the bank’s website.
Punjab National Bank’s (PNB) overall customer complaints stood at 11.39 lakh in FY25, slightly higher than 11.30 lakh in FY24, while Bank of Baroda’s (BoB) received 5.34 lakh customer complaints in FY25. A majority of complaints pertained to internet, mobile, electronic banking segment, and complaints related to ATM/ debit cards, among others.
Private banks
Axis Bank faced 4.97 lakh customer complaints relating to delay in delivery of essential services in FY25, of which 8,782 were pending resolution as on March end. The lender also received 76,111 “other” category complaints, 12,744 complaints regarding advertising and 4,438 complaints regarding unfair trade practises.
ICICI Bank saw a total of 5.34 lakh customer complaints related to delay in delivery of essential services in FY25, of which 45,151 were pending resolution as on March end. In FY24, the lender saw 3.46 lakh complaints related to delay in delivery of essential services. The bank said its mechanism for receiving customer complaints was significantly enhanced across channels during FY25, resulting in increase in the number of complaints received during FY25.
HDFC Bank, meanwhile, saw 4.42 lakh customer complaints under “other” category, of which 16,133 were pending resolution as on FY25 end. The lender reported a total of 4.70 lakh complaints under the “other” category in FY24.
“As we digitalised our journeys and employee, consumer adoption increased, our First Time Right service has improved resulting in significant reduction in customer complaints pertaining to delay in acquisition and servicing,” said HDFC Bank MD, CEO Sashidhar Jagdishan.
Published on August 17, 2025
