Circulars/Notifications - Banking Conduct & Consumer Protection Department  
 BC & CPD Circular No. 1 of 2016
February 29, 2016 

The Presidents/ Chief Executives
All Banks/MFBs/DFIs

Dear Madam/Sirs,

Consumer Grievances Handling Mechanism (CGHM)

Please refer to BPRD Circular 17 of 2004 regarding guidelines on dealing with customer complaints.

The objective of aforementioned guidelines was to provide banks’ customers an efficient and fair mechanism for resolution of their grievances. Besides, it was expected that the banks would translate the customer experience into improved procedures and better services. Over the years, there has been significant improvement in handling complaints by the banks. Nevertheless, the level of robustness varies across the industry. With a view to instill good practices relating to dealing with aggrieved customers, it has been decided to revisit the aforementioned guidelines. Accordingly, SBP has prepared the revised guidelines for handling customer complaints by banks, which are enclosed.

The enclosed guidelines prescribe minimum benchmark for handling customer complaints by the banks keeping in view their scale and scope of operations. The guidelines also prescribe a reporting requirement which will facilitate SBP to supervise performance of the banks in handling customer complaints as well as overall trend in the banking industry.

All banks are advised to ensure compliance of the enclosed guidelines effective from July 1, 2016.

Please acknowledge receipt.

Enclosure: As above


Yours faithfully,

( Muhammad Akmal )

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