Question:medium

The number of complaints with the Banking Ombudsman registered during 2018 increased by:

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When interpreting such statistics, remember that a rise in complaints doesn’t always mean worse service — it can also mean better awareness and easier complaint mechanisms.
Updated On: Jul 15, 2026
  • 10%
  • 15%
  • 20%
  • 25%
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The Correct Option is D

Approach Solution - 1

Step 1: Understanding the Question:
We need the percentage rise in complaints registered with the Banking Ombudsman during 2018.

Step 2: Key Approach:
Compare the reported year on year growth figure against the four percentages given, choosing the one that matches the RBI's own reporting for that year.

Step 3: Detailed Explanation:
Growing awareness among customers about how to file grievances, along with easier online complaint filing and expanding digital banking, pushed complaint numbers up noticeably in 2018. The reported increase for that year was about 25%, higher than the smaller figures of 10%, 15%, or 20% listed among the options.

Step 4: Final Answer:
Complaints with the Banking Ombudsman increased by about 25% during 2018.
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Approach Solution -2

Another way to settle on the right figure is to weigh how strong the underlying causes were and match that strength to the scale of increase.

  1. 10%: A rise this modest would suggest only a small shift in customer behaviour, which does not match the scale of change brought on by growing digital banking and online complaint filing that year.
  2. 15%: This figure would still describe a fairly limited shift, again out of step with how widely digital banking access and awareness spread among customers in this period.
  3. 20%: Closer to the mark, but still understates the effect of the multiple factors, awareness, online access, and expanding digital services, working together in the same year.
  4. 25%: A rise of about a quarter fits a year where several factors, greater customer awareness, easier online filing, and expanding digital banking, were all pushing complaint numbers upward at once.

Given how many factors were pulling in the same direction that year, the strongest of the four figures best matches the reported outcome.

Therefore, the correct answer is 25%.

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