Customers submit the highest complaints against SBI in FY25, Axis Bank Tops Private Bank List

The largest lender in the Land of the Lender State Bank of India (SBI) received the highest number of complaints from customers in FY25, while Axis Bank was at the top of the list at private banks | Photocredit: Rupak de Chowdhuri

Indian banks continued to register a considerable number of complaints from customers in FY25, although few lenders reported a slight improvement on a year to year (yoj), according to Banks’ FY25 Business Responsibility and Sustainability Report (BRSR).

The largest Lender State Bank of India (SBI) in the country received the highest number of complaints from customers in FY25, while Axis Bank was at the top of private banks.

Banks in the public sector

According to SBI’s BRSR, the lender received more than 6.87 complaints from the customer in FY25 (1.05 Lakh pending resolution as at the end of March) with regard to unauthorized electronic debit transactions. The bank received 12,502 complaints for delay in the delivery of essential services, including sanctions of loans, higher than 7,223 in FY24. The lender also received 21.50 Lakh complaints under the ‘different’ category, which includes all other categories of complaints than cyber protection and delivery of essential services. In FY24 the bank had received 24.02 Lakh complaints under the ‘other’ category.

SBI offers multiple ways for customers to increase grievances, give feedback or to offer suggestions. Customers can contact the 24×7 Contact Center, which is equipped with IVR, free numbers and support in Hindi, English and 13 regional languages. Complaints and feedback can also be submitted online via the website of the bank via the customer request and complaint form (CRCF), Internet Banking (Inb), Mobile Bank apps or designated e -mail -IDs published on the bank’s website.

Punjab National Bank’s (PNB) General complaints from customers were at 11.39 Lakh in FY25, slightly higher than 11.30 Lakh in FY24, while Bank or Baroda (BOB) received 5.34 Lakh customer complaints in FY25. A majority of the complaints related to the internet, mobile, electronic banking segment and complaints with regard to ATM/ payment cards, among other things.

Private banks

Axis Bank stood for 4.97 complaints from the customer with regard to the delay in the delivery of essential services in FY25, of which 8,782 pending resolution as well as at the end of March. The lender also received 76.111 complaints about the “other” category, 12,744 complaints about advertisements and 4,438 complaints about unfair commercial practices.

Icici Bank saw a total of 5.34 complaints from the customer with regard to delay in the delivery of essential services in FY25, of which 45,151 pending resolution as well as at the end of March. In FY24, the lender saw 3.46 LAKH complaints with regard to delay in the delivery of essential services. The bank said that her mechanism for receiving complaints from customers was considerably improved through channels during FY25, which resulted in an increase in the number of complaints received during FY25.

Meanwhile, HDFC Bank saw 4,42 complaints from customers under the “other” category, of which 16,133 pending resolution such as at the end of the FY25. The lender reported a total of 4.70 LAKH complaints under the “other” category in FY24.

“While we digitized our travels and employees, the adoption of consumers has increased, our first time that the right service has improved, resulting in a significant reduction in complaints of customers with regard to delay in acquisition and maintenance,” said HDFC Bank MD, CEO Sashidhar Jagdishan.

Published on August 17, 2025