The Centralised Public Grievance Redress and Monitoring System (CPGRAMS) recorded 2,21,029 banking grievances in the year 2025‑26. Out of these, 2,23,667 were disposed of, leaving 2,911 pending as of August 5, 2026.
The Banking Division of the Department of Financial Services received 1,55,225 complaints in 2024‑25 and 1,51,770 in 2023‑24, showing a steady rise in citizen complaints.
Despite the high volume, the average disposal time for banking complaints was nine days in 2025‑26, well below the government’s prescribed 21‑day deadline.
Minister of State Jitendra Singh, in a written reply to the Rajya Sabha, reiterated that the Comprehensive Guidelines for Effective Redressal of Public Grievances, issued on August 23, 2024, set a 21‑day timeline for resolving complaints.
Other divisions showed varied disposal times. The Insurance Division handled cases in an average of eight days, while the Pension Reforms division took 18 days.
The Central Board of Direct Taxes (CBDT) had a longer average disposal time of 47 days, whereas the Central Board of Indirect Taxes and Customs managed an eight‑day average.
Since July 2022, a Feedback Call Centre has been operational to independently assess citizen satisfaction with CPGRAMS grievance redressal.
Across all ministries and departments, CPGRAMS logged 18.34 lakh grievances in 2025‑26, of which 18.13 lakh were disposed of, leaving 83,148 pending as of August 5, 2026.