Bank of Pakistan has taken several measures to redress Public
grievances against banks/DFIs viz. (i) issuance of instructions
to banks to setup complaint resolution mechanism, (ii)establishment
of Banking Mohtasib and (iii)providing redressal through
dedicated Redressal Division at Consumer Protection Department.
In order to provide general awareness to the public and
consumers of banks/DFIs at large, the procedural requirements
for each level is being provided below for information.
Resolution at Banks & DFI’s
guidelines have been issued to the banks/DFIs vide BPD Circular
No. 17 dated 23rd June, 2004 (http://www.sbp.org.pk/bpd/2004/C17.htm)
to handle the complaints in an efficient and effective manner.
Every bank is required under these guidelines to have a
Complaint Resolution Unit/ Department. The banks/DFIs are
required to devise a system for redressal of the complaints
in an appropriate and courteous manner and the reply to
the complainant must be clear and indicate the reasons/rationale
of the decision being conveyed to him/her. The banks/DFIs
are also required to respond to the complaints within a
period of 10 working days. However, in any case, the final
reply is to be sent within a period not exceeding 45 working
days, barring cases where reasonable grounds exist on record
for not complying within the prescribed time period.
Any consumer having grievances/issue with his/her bank can
lodge a complaint to that bank and the bank is bound to
provide redressal within prescribed time.
The office of Banking Mohtasib was established under the
provisions of Banking Companies Ordinance 1962 and has started
functioning since May 2, 2005. The purpose of setting up
Banking Mohtasib Office was to provide cost effective, efficient
and transparent mechanism to resolve customer banker disputes.
The Banking Mohtasib has been granted wide powers under
the provisions of law to decide on issues of conflict between
banks and their customers. Any person not satisfied with
the resolution provided by his/her bank can lodge complaint
with Banking Mohtasib. The address of the Banking Mohtasib
is as under:-
Banking Mohtasib Pakistan,
Banking Mohtasib Secretariat,
5th Floor. Shaheen Complex,
P.O. Box No. 604,
M.R. Kayani Road,
Tel:- 9217334 to 39 (6 lines)
at State Bank of Pakistan
State Bank of Pakistan has created a new department viz.
Consumer Protection Department to redress public grievances
against banks/DFIs. A simplified procedure to lodge a complaint
with State Bank of Pakistan is enumerated below.
Initially, the complainant shall bring his grievance(s)
in the knowledge of concerned bank/DFI and shall wait
for their response, if any, for a maximum period of
If the bank/DFI is unable to resolve the issue satisfactorily
within the time stipulated above the complainant may
then lodge his complaint either with Banking Mohtasib
or SBP. However, complainants are encouraged to approach
Banking Mohtasib first.
A complaint lodged with State Bank of Pakistan shall
be processed as under:-
The comments/views/feedback of concerned banks/DFIs
shall be sought in the first instance. The same
shall be reviewed for deciding further course of
action in light of rules, regulations and banking
issues pending/involving litigation shall not be
In order to further facilitate general public a Complaint
lodgment page has been provided on SBP website through
which they can send their complaints against banks/DFIs
to SBP. The address is http://www.sbp.org.pk/cpd/complaints.asp.
Reply to complainants is sent via email to the email
address provided by them.
complainant before lodging a complaint to SBP shall ensure
The case is not pending with any legal forum.
The case pertains to banks/DFIs regulated by SBP. In
this regard, it is informed that complaints against
NBFCs including Investment banks, Leasing Companies
Modarbas etc. or Stock Exchanges do not fall under the
purview of State Bank of Pakistan.
relevant record/evidences/correspondence with the bank/DFI
is attached with the complaint.
Telephone No., address, e-mails (if available), CNIC
No. shall invariably and clearly be mentioned on the
complaint and complaint must be signed properly.
customers may lodge their complaints to SBP through website
or through surface mail addressed to the Director, Consumer
Protection Department in writing at the following address:-
Consumer Protection Department,
State Bank of Pakistan
5th Floor, I.I. Chundriger Road,
Guidance to lodge an appeal against the decision
of Banking Mohtasib
State Bank of Pakistan under the provisions of law is the
Appellate Authority against the orders passed by Banking
Mohtasib. Any complainant aggrieved by an order passed by
the Banking Mohtasib may file an appeal with State Bank
of Pakistan as per the provisions of law. The procedure
to file an appeal is enumerated below:-
i. The appeal should be addressed to the Governor, SBP and
it should be sent alongwith supported evidences and documents
within 30 days of the orders passed by the Banking Mohtasib.
Any appeal which is not maintainable in law or is time barred
shall be dismissed in limine.
ii. The appellant should focus on the issue at hand and
avoid digression in appeal.
iii. Hiring the services of legal experts to pursue an appeal
is neither mandatory nor required under the provisions of
law. The appellant can file his/her appeal by himself/herself.
iv. The process of deciding the appeals is time consuming
and requires thorough investigation including calling of
views from respondents, onsite investigation and in-person
hearings etc. Therefore, the appellants are advised to be
patient and avoid unnecessary correspondence. They will
be updated on the status of their appeal at regular intervals.
v. The final decision on the appeal shall be communicated
as soon as the appeal is finalized.