Q.NO.1 Can I file a complaint for resolution of my grievances against a bank/DFI?
Yes, you can file a complaint if a bank/Development Finance Institution (DFI)/Microfinance Banks (MFB) has been unfair or misleading, discriminated against you or violated any law/regulation/ guideline or instruction in vogue.
Q.NO.2 what is the procedure of filing a complaint?
First, lodge your complaint with the concerned bank and try to settle the problem directly. If the bank is unable to resolve the problem, then preferably contact Banking Mohtasib Pakistan (http://www.bankingmohtasib.gov.pk/). The Banking Mohtasib Pakistan is mandated to resolve disputes through a process which is largely conciliatory and, where mediation is unsuccessful, to recommend a basis for the settlement of a dispute. You can also lodge your complaint against banks with the State Bank of Pakistan as well.
you can:
- file your complaint here
- lodge a written complaint to Customer Facilitation Centres at State Bank of Pakistan, Banking Services Corporation (Banks) Offices located in Karachi, Hyderabad, Sukkur, Bahawalpur, Multan, Dera Ismail Khan, Lahore, Gujranwala, Sialkot, Faisalabad, Rawalpindi, Peshawar, Quetta and Muzaffarabad.
- write us at:
Director
Banking Conduct & Consumer Protection Department
State Bank of Pakistan
I.I. Chundrigar Road
Karachi
Q.NO.3 What are the prerequisites for filing a complaint?
- Your name, complete postal address, Computerized National Identity Card (CNIC) and contact numbers.
- Complete name and address of the bank & its branch/office involved in your complaint and names of the officials you dealt with at the bank.
- A complete description of complaint along with chronology of events. Detailed information will help us in speedy disposal of your complaint. We will contact you if any additional information/document is required.
- Attach copies of letters or other supporting documents that may help us probing your complaint. Do not attach original documents.
Q.NO.4 What will the State Bank of Pakistan (SBP) do?
SBP will:
- acknowledge the receipt of your complaint.
- mark the complaint to the relevant officer for taking further necessary action.
- contact you, if any additional information is required for redressal of your grievance.
- ask the concerned bank for information and record regarding your complaint.
- determine if the bank's response addresses your concerns.
- call parties to the complaint for hearing, where necessary.
- send a letter about its findings and conclusion of the case.
Q.NO.5 Who can lodge a complaint with SBP?
All the businesses, consumers, customers and individuals, who have any sort of grievance/dispute against a bank, can lodge complaint with SBP. Any bank having dispute/disagreement with other banks may also lodge its complaint against them.
Q.NO.6 Can I lodge my complaint at any office of SBP?
Yes, SBP has established Customer Facilitation Centre located in Karachi, Hyderabad, Sukkur, Bahawalpur, Multan, Dera Ismail Khan, Lahore, Gujranwala, Sialkot, Faisalabad, Rawalpindi, Peshawar, Quetta and Muzaffarabad, where you can approach to lodge your complaint.
Q.NO.7 How long it will take to resolve a complaint?
All complaints at SBP are required to be taken up with concerned banks within the period of three days, allowing a week’s time to respond and resolve the issue. However, depending on complexity and nature of complaints, some issues can take longer time to respond and resolve. If needed, we also examine the bank’s record, procedures and processes to resolve the complaint.
Q.NO.8 Is there any other forum available for addressing complaint related to banks?
Yes, you can contact the Banking Mohtasib Pakistan for redressal of your grievances against banks. The Banking Mohtasib is an independent body established to resolve public grievances against banks in an impartial and equitable manner.
Q.NO.9 What sort of complaints can be made to Banking Mohtasib Pakistan?
The BMP can entertain disputes and complaints relating to:
- Failure to act in accordance with banking laws and regulations including policy directives or guidelines issued by the State Bank from time to time. Provided that if there is a dispute as to the proper interpretation of any regulations, directions or guidelines, the same shall be referred to the State Bank of Pakistan for clarification;
- Delays or fraud in relation to the payment or collection of cheques, drafts or other banking instruments or the transfer of funds;
- Fraudulent or unauthorized withdrawals or debit entries in accounts;
- Complaints from exporters or importers relating to banking services and obligations including letter of credits;
- Complaints from holders of foreign currency accounts, whether maintained by residents or non-residents;
- Complaints relating to remittances to or from abroad;
- Complaints relating to mark-up or interest rates based on the ground of a violation of an agreement or of State Bank directives;
- Complaints relating to the payment of utility bills.
- In relation to banks in the public sector. The Banking Mohtasib is authorized to entertain complaints against such banks on the following additional grounds as well:
- Corrupt or malafide practices by the bank officers;
- Gross dereliction of duty in dealing with customers; and inordinate delays in taking decisions.
Q.NO.10 Can I file an Appeal against the decision of the SBP?
In case of lodging complaint with SBP, BMP cannot exercise its power over the complaints already decided by the SBP as its decision will be final and decisive.
Q.NO.11 Can I file an Appeal against the Orders passed by BMP?
In case of lodging complaint with BMP, SBP cannot exercise its power over the complaints already decided by the BMP as its decision will be final and decisive. However, a representation can be made to the President of Pakistan against the decision passed by BMP, under FOIRA 2013.
Q.NO.12 Can I appeal against the decision of SBP?
Yes, if complainant is not satisfied with the decision of the Governor, SBP, he/she has the right to seek judicial remedy by filing an appeal in the competent court of law.
Q.NO.13 Does SBP investigate a complaint, not directly addressed to it?
No, SBP will not investigate any such complaint which is directly addressed to a bank or other authorities/organizations, while a copy of complaint is sent to SBP merely for information.
Q.NO.14 What type of disputes or complaints SBP deals with?
The SBP has an authority to deal with disputes and complaints related to banking malpractices, perverse, arbitrary and prejudice actions which are detrimental to SBP regulations, laws and established banking practices/policies etc.
Q.NO.15 What sort of complaints SBP does not usually entertain?
SBP does not entertain complaints of personal disputes and undocumented claims/disputes. Further, SBP will not deal any complaint which is pending for adjudication in the competent court of law or has already been decided by the court of law in Pakistan.
Q.NO. 16 Can SBP resolve issues related to Investment Banks, Modaraba Companies, Leasing Companies, Insurance Companies and other Non-Bank Financial Institutions (NBFIs)?
No, SBP does not have any regulatory jurisdiction over Investment Banks, Leasing, Modaraba and Insurance Companies or other NBFIs. However, complaints against these NBFIs can be addressed to Securities and Exchange Commission of Pakistan (SECP), Islamabad, who has regulatory jurisdiction over these NBFIs.
Q.NO. 17 Can SBP direct a bank to provide loans & advances to a complainant?
No, SBP cannot direct any bank to extend loans & advances to a person or entity. The banks are free to make lending related decisions in line with their credit policies, duly approved by respective banks’ board of directors.
Q.NO.22 Does SBP give any legal or financial advice?
No, SBP does not offer, whatsoever, any legal opinion and financial advice to anyone.
Q.NO.23 Can I claim damages or compensation against banks’ wrong doing, by approaching SBP?
No, SBP cannot award damages and compensation against breach of contractual obligation or legal rights of customers/consumers of the banks. However, SBP can ask the banks to pay compensation for actual loss suffered by aggrieved party, if established. For compensation and damages, the complainant can seek judicial recourse.
Q.NO.24 Do there exist instructions to facilitate senior citizens, disabled and handicapped people by the banks?
All commercial banks operating in Pakistan are bound to extend special assistance and due care in genuine banking needs of senior citizens, disabled and handicapped people. In this regard, comprehensive instructions have been issued to all banks to cooperate with the pensioners, whenever they approach for account opening.
Q.NO.25 Can visually impaired and blind people open an account with the bank?
Yes, all blind and visionary impaired people can open their account with any commercial bank in Pakistan. All commercial bank are bound to facilitate such special people in opening and operation of their bank accounts within the banks’ approved policy framework.
Q.NO.26 Is a bank authorized to collect service charges from pensioners’ account?
No, as per directives issued to banks, the accounts of government/semi government/defense paid pensioners’ are exempted from levy of services charges.
Q.NO.27 Do the senior citizens, especially old age pensioners are entitled to preferred banking services?
Yes, all banks operating in Pakistan are advised to make special arrangements for seating and clean drinking water for old age pensioners. The bank staff shall also be liable to facilitate pensioners in availing banking services by treating them with respect and dignity.
Q.NO.28 Do the low income people can have access to financial services?
Yes, all commercial banks in Pakistan are advised to facilitate low income people by opening a “Basic Banking Account (BBA)”.
Q.NO.29 What is a Basic Banking Account (BBA)?
The Basic Banking Account is a limited scope account, meant to facilitate low income people in meeting their genuine banking needs. The account can be opened with initial deposit of Rs. 1000/= and it is a non-remunerative with no fee for maintaining such account.
Q.NO.30 I am a regular full service account holder. Can I convert my account to Basic Banking Account?
Yes, existing full service account holders can convert their accounts to Basic Banking Account without any charges.
Q.NO.31 Is there any code of conduct for bank to follow for collection/recovery of debt?
Yes, SBP has issued comprehensive “Fair Debt Collection Guidelines”. These guidelines are applicable to various types of financing facilities including credit cards, housing, auto and personal loans etc. These guidelines define broad parameter within which the banks can make collection/recovery against delinquent/past overdue liabilities.
Q.NO.32 Does the bank require giving prior notice before affecting any recovery/collection?
The bank is required to serve a minimum of 14 days notice to customer/borrower through letter/SMS advising him/her to make overdue payment, before a visit to his/her residence/ business place is undertaken in a lawful manner to negotiate recovery of the outstanding amounts. Advance notice will also be required to the customer when bank staff picks up the payment and if it is done on customer’s request then it should be properly recorded.
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