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Disheartening to see banks misclassifying customer ‘complaints’ into ‘queries’, says Das
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RBI Governor Shaktikanta Das
#Mumbai
Reserve Bank Governor Shaktikanta Das on Monday expressed concerns over instances wherein banks misclassify complaints as “customer queries” and asked bank boards to ensure lenders’ genuine commitment to customer centricity.
The governor was speaking at the Conference of Directors of Private Sector Banks here.
Trust is the bedrock of banking, and the industry fundamentally relies on the faith of depositors and investors for its stability and growth, he said.
Building and maintaining this trust requires banks to place customers at the heart of their operations and ensure that products, services, and policies genuinely meet customer needs and expectations, Das said.
“In this context, it is disheartening to see the nature of some of the complaints and the observations in our inspection reports. There are instances where complaints are misclassified as customer queries,” the governor said. PTI
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