There was an increase in the number of complaints as compared with 1997. The highest number targeted Bank Leumi and the lowest - Bank Hapoalim. Most justified complaints centred on bank commissions.
41.4% of all complaints filed by customers against banks in 1998 were found to be justified. This compares with 40.9% in 1997. These figures were published today by Supervisor of Banks Yitzhak Tal, in his report on the activity of the Public Inquiries department in 1997-98.
Of complaints filed against commercial banks, 43.4% were found justified, as compared with 42.5% in 1997. On the other hand, only 29.7% of customers’ complaints against mortgage banks were found justified, compared to 31.3% in 1997.
The highest rate of justified complaints (47.2%), was directed against Bank Leumi, 47.1% targeted the First International Bank. 186 of the 394 complaints against Bank Leumi, and 57 of the 121 complaints against First International, were found to be justified. Discount Bank, with 44% (80 out of 182) complaints found justified, takes third place. 53 of the 136 complaints against Mizrahi Bank (39%) were found justified. Only 36.2% (129 out of 356) of complaints against Bank Hapoalim were found justified.
Bank commissions were the subject of most (75.6%) of justified complaints. 69% of complaints against the behaviour of bank employees were found justified. A high rate of justified complaints (57%) concerned standing orders.
Published by Israel's Business Arena March 21, 1999