The Indian banking sector is trying to meet new challenges and complaints from customers. The grievance redressal mechanism is become key components of banking operation to retain the customers in the present scenario. The indices have been matched the complaints received with their timely handling of complaints and addressing them also. The foreign banks performed in good position, which is noticed by declining index. The proportion of complaints in foreign banks accounted to be around 4.0 percent with declining trend in total complaints. On the whole, among the categories of banks, foreign banks have the lowest numbers of complaints against the services offered by them. The findings of the study help to judge the efficacy of the Banking Ombudsman Scheme and useful for various stakeholders i.e. RBI, banks and customers etc.

Keywords: Commercial Banks, Banks Complaints, Ombudsman Scheme and Indices.