Frequently Asked Questions

The Banking Mohtasib can entertain disputes and complaints relating to, Banking
Malpractices, Perverse, Arbitrary and Discriminatory Actions, Operational Issues, Operational
Inefficiency, Violation of Banking Laws and Regulations, Harassments in Recovery of Loans,
Additionally, in the case of Public Sector Banks, the Banking Mohtasib can entertain complaints
relating to, Corruption, Nepotism and, Maladministration.
The above information can also be accessed at the link below:
http://www.bankingmohtasib.gov...

Details regarding the procedure for lodgment of complaint at BMP can be accessed at: -

www.bankingmohtasib.gov.pk

SBP deals with complaints related to Microfinance banks, Prize Bonds, Currency etc. Besides,
issues related to utility bills, disbursement of pensions and matters that require immediate
resolution are also handled by SBP. However, it may be noted that SBP does not intervene in HR
related matters of banks, subjudice matter/ disputes/ complaints (matters pending adjudication
before the competent court of law) or at any law enforcement agency i.e. FIA, NAB etc.

Complaints related to above areas can be addressed at: -
Surface Mail: Director
Banking Conduct and Consumer Protection Department (BC&CPD),
State Bank of Pakistan,
I.I. Chundrigar Road,
Karachi.
E-mail: [email protected]
Help Line: 0092-21-111-727-273
Fax No: 0092-21-99221160
Website: CPD

SBP does not entertain complaints of personal disputes including renting of properties 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

SBP does not entertain any anonymous complaint received which lacks identity of the complainant.

Yes, SBP has established Customer Facilitation Centers 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. Besides, a
dedicated helpline (0092-21-111-727-273) and e-mail ID ([email protected]) has also been
developed to facilitate public regarding their queries.

SBP does 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.

In case of lodging complaint with BMP, SBP cannot exercise its powers over the complaint
already decided by the BMP as its decision, order, findings or recommendations will be final and
decisive. However, a representation can be made to the President of Pakistan within 30 days of the
decision, order, findings or recommendation passed by BMP under FOIRA 2013.

No, SBP does not have any regulatory jurisdiction over Investment Banks, Leasing, Modaraba
and Insurance Companies or other Non-Banking Financial Institutions (NBFIs). However, complaints
against these NBFIs can be addressed to Securities and Exchange Commission of Pakistan (SECP),
Islamabad, which has regulatory jurisdiction over these NBFIs.

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 the
respective Board of Directors of the bank.

SBP does not offer, whatsoever, any legal opinion and financial advice to anyone.

SBP cannot award damages and compensation against breach of contractual obligation or
legal rights of customers/consumers of the banks. For compensation and damages, the complainant
may seek judicial recourse.

Overseas Pakistanis can record their grievances against any bank/DFI through Overseas
Pakistani Foundation (OPF). OPF was established by Government of Pakistan to resolve the issues
of overseas Pakistanis in an efficient manner. SBP addresses such complaints/issues received
through OPF and make every possible effort to resolve. The procedure for filing the complaint with
OPF can be viewed at the link given below: -
https://www.opf.org.pk/services/complaint-cell/

An account shall be classified as unclaimed deposits if no transaction has taken place and no
statement of account has been requested or acknowledged by the creditor during a period of 10
(ten) years or more. It also includes cheque, draft, instrument, or bill of exchange etc.

The deposit/instrument holder may submit an application duly signed or with thumb
impression to the concerned branch with complete details of particulars i.e. name, address,
NIC/CNIC, contact numbers and reason of surrendering. The bank will submit the same to SBP for
processing along with other documents as prescribed by SBP in the relevant circular given as under:
-
Circular
However, the responsibility of proper identification of the customer rests with the bank

As per the regulatory instructions, all banks are required to surrender provisional data
related to unclaimed deposits within 30 days of close of each calendar year i.e. January 30, and final
data by April 15. For details regarding procedure for surrendering/refund of unclaimed
deposits/instruments, following links may be viewed: -
Circular
Circular

Deposits in the name of a minor, Government or under litigation, are exempted from
surrendering to SBP.

Yes, all banks are required to serve a three months’ notice in writing by registered post to
the account/instrument holder.

Accounts in the names of entities, individuals etc. which have been frozen under UNSC
Resolution shall not be treated as unclaimed deposits for surrendering to SBP unless the account
status is changed.

SBP will not entertain any application for unclaimed refund received directly from the
customer.

or claims below Rs. 100,000/-, banks can forward refund claim without obtaining the
succession certificate from the legal heirs and fulfilling other requirements as embodied in the CPD
circular letter No. 01 of 2012. The link for which is given below: -
Circular

Dormancy of the account and surrendering of unclaimed deposits are two separate areas
and are not interrelated. For any dormant account to be surrendered under unclaimed deposits, it
must fulfill the specific statutory requirements. Only status of the account being dormant does not
qualify it for surrendering under unclaimed deposits.

PEPs are individuals who are entrusted with prominent public functions either domestically
or by a foreign country, for example Heads of State or of government, senior politicians, senior
government, judicial or military officials, senior executives of state owned
corporations/departments/autonomous bodies.

Yes. SBP and all banks have nominated a respective focal person to deal with PEP matters.
The contact details of such focal persons appointed by banks and SBP are available at SBP website
and may be viewed at the following link: -
PEP.pdf

If PEP is not satisfied with the outcome of the complaint or his/ her grievance is not resolved
within 15 days after registration of the complaint with bank’s focal person then he/she may directly
contact the focal person appointed by SBP. The details of which is given in the link below: -
CPD

Yes, State Bank of Pakistan (SBP) has devised Standard Operating Procedures (SOPs) to
facilitate PEPs and streamline account opening process. The same may be accessed here:-
Circular