Vision Statement
To be at the forefront of State Bank’s efforts in addressing concerns, grievances and protecting interest of Banks, DFIs, MFBs’ customers & other stakeholders.

 Mission Statement
To provide high quality, accessible and responsive services, designed to effectively redress the grievances of customers of banks/DFIs/MFBs and other stakeholders through devising proactive policies and efficient complaint resolution mechanism.

Objectives

• To prepare & review consumer protection policies and guidelines.
• To effectively deal with public grievances against Banks/ DFIs/MFBs.
• To assist banks and financial institutions in credit risk management through providing online access to Electronic Credit Information Bureau (eCIB) database.
• To promote culture of social responsibility in banks/DFIs/MFBs for amicably resolving disputes.
• To ensure compliance of SBP’s directives/circulars/instructions to banks, DFIs and MFBs, issued to protect the interests of the customers.