While most of the complaints were related to loans and advances, clients also complained about card services, remittance, and other services
Bangladesh Bank (BB) received 5,731 complaints from bank clients last year. According to BB data, 3,058 complaints were received over telephone, 2,404 were written and 233 were sent online.
While most of the complaints were related to loans and advances, clients also complained about card services, remittance, and other services.
Out of the total complaints, 1,972 were general banking-related, 381 were service-related, 135 were related to bank guarantees, 502 were card-related and 431 were trade bill-related.
Speaking to the Dhaka Tribune, BB spokesman and Executive Director Md Serajul Islam said: “Among the complaints lodged in 2018, 99% have been solved. Whenever we receive complaints against commercial banks, we try to solve them immediately.”
In order to minimize customer harassment, Md Yasin Ali, supernumerary professor at Bangladesh Institute of Bank Management (BIBM), told the Dhaka Tribune that banking services should be more customer-friendly, while bank officers should be groomed about proper behaviour towards clients.
Bangladesh Bank’s Financial Integrity and Customer Services Department (FICSD) officials said that they received the complaints through their call centre, postal mails, emails, faxes, and their social media page.
“Whenever customers face any kind of harassment from banks, they complain to our department,” a FICSD official said.