SBI Receives the Highest Number of Customer Complaints in FY25, While Axis Bank Tops Among Private Sector Lenders

The Financial Year 2025 witnessed a surge in customer complaints across Indian banks, with the State Bank of India (SBI) registering the highest number, as per the banks’ FY25 business responsibility and sustainability report (BRSR). Among private sector lenders, Axis Bank emerged at the top of the complaint list, highlighting ongoing service delivery challenges within the banking sector.

SBI Records Over 6.87 Lakh Complaints in FY25

The country's largest public sector lender, SBI, received more than 6,87,000 complaints in FY25, up from previous years. Notably, over 1,05,000 complaints were unresolved as of March 31, 2025. The highest grievance category pertained to unauthorised electronic transactions, followed by delays in essential services like loan sanctioning. Additionally, SBI registered 21.50 lakh complaints under its “other” category, reflecting broader issues outside of cyber and service delays.

Customer Grievances Rise Among Private Banks

Axis Bank received 4,97,000 complaints relating to delays in essential services, with 8,782 unresolved cases by fiscal year-end. Furthermore, the bank faced 76,111 complaints in the “other” category, 12,744 concerning advertising, and 4,438 involving unfair trade practices. ICICI Bank reported 5,34,000 complaints in the essential services segment, with 45,151 still pending resolution. This marks a sharp rise from 3,46,000 complaints in FY24.

HDFC Bank Shows Mixed Trends

While HDFC Bank logged 4,42,000 complaints under the “other” category in FY25, pending grievances stood at 16,133. However, this reflected a slight improvement from 4,70,000 complaints recorded in FY24, indicating minor progress in complaint management aligned with digital adoption strategies.

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Public Sector Institutions Also Face Mounting Issues

Punjab National Bank received 11.39 lakh complaints in FY25, marginally up from 11.30 lakh in FY24. Bank of Baroda registered 5,34,000 complaints, with significant cases linked to digital and card-related transactions. Consistently high numbers from public and private institutions suggest systemic service inadequacies amid growing digitisation and customer base expansion.

Conclusion

FY25 saw continued challenges for major Indian banks, with SBI and Axis Bank leading in customer complaints among public and private lenders, respectively. Rising complaints about digital services and delivery delays point to the growing need for robust grievance redressal mechanisms and service quality improvements.

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