नेपाली
Kathmandu, A new report by Nepal Rastra Bank (NRB) suggests that many customers remain dissatisfied with banking services despite banks and financial institutions increasingly adopting digital and customer-friendly service models.
According to NRB’s Financial Stability Report 2024/25, a total of 4,388 complaints related to banking services were registered over the past year, highlighting persistent concerns among financial service users.
The report states that 3,533 complaints have been resolved, while 475 cases remain under review. Most complaints were submitted through NRB’s online Grievance Registration and Management Portal, which received 3,539 complaints, of which 2,763 have been settled and 398 are still in process.
Additionally, 442 written complaints were registered, with 423 resolved and 19 pending, while 387 complaints were received through telephone, email, or verbal channels, with 327 resolved and 59 still under investigation.
NRB emphasized that protecting financial consumers is essential for maintaining financial stability, strengthening public trust in the banking system, reducing operational risks, and promoting responsible financial practices.
The report also noted that NRB’s Financial Inclusion and Consumer Protection Department continues to handle customer grievances and conducted market conduct inspections at eight commercial banks and one development bank during the fiscal year. The central bank plans to expand such inspections across all categories of banks and financial institutions in the coming years.
