Complaints Procedure

 

The law provides authority to the Banking Mohtasib alone. Hence the complaints handling process is centralized at the Karachi Secretariat.

Filing complaints is easy. All you need to do is follow three simple steps:

Step One
Approach your bank in writing to resolve your complaint stating in the letter that you intend to refer the grievance to the Banking Mohtasib if matter is not resolved to your satisfaction. The bank is allowed a maximum of 45 days to resolve your complaint.

Step Two
If you do not receive a reply from the bank within 45 days, or find the reply unsatisfactory, you may file a complaint with the Banking Mohtasib on the prescribed complaint form.

Step Three
The complaint form duly completed, signed and attested by an Oath Commissioner should be attached to your letter of complaint addressed to the Banking Mohtasib and sent to:

Banking Mohtasib Pakistan
Shaheen Complex
5th floor, M R Kiyani Road
Karachi.

Please make sure that all related correspondence with the bank and copies of all relevant documents are also sent to the Banking Mohtasib with an attested Photostat copy of your CNIC duly marked for submission to Banking Mohtasib Pakistan. Please do not send any original documents.

Types of complaints we will entertain:

a) Complaints can be filed with the Banking Mohtasib for resolution of grievances against scheduled banks operating in Pakistan. Also banks may lodge complaints against another bank in case of dispute.

b) All complaints rejected by banks can be entertained by the Banking Mohtasib provided records pertaining thereto have not been destroyed by the bank in accordance with its laid down record destruction policies.

c) Should you wish to refer rejected complaints to us, you may send us all related correspondence along with the Complaint Form with out the need to give 45 days notice to the concerned bank.

d) The Banking Mohtasib handles complaints relating to violation of banking laws and regulations, excessive delays and inefficiency, poor service, discriminatory actions, etc.

Important note:
The Banking Mohtasib will not accept complaints pertaining to bank policy e.g. published schedule of charges, loan policies etc. For instance, the Banking Mohtasib can not order a bank to sanction a loan or waive and reduce mark up on loans.

What happens once a complaint is lodged?
After confirming that all procedural requirements have been met, we may call for additional information from both parties, if necessary, to better understand the issue. If needed, we will visit banks to examine their books, procedures and processes relating to a complaint. The outcome of this will be either:

a) Complaint is found to be unjustified - in such cases we will inform the complainant accordingly and close the case.

b) Complaint is found to be genuine - in such cases we will institute a process of mediation to achieve an amicable resolution between both parties. If the matter cannot be resolved amicably, we will pass a suitable order asking the bank to rectify the situation or make good the complainant's loss.

How long will the investigation take?
We will endeavor to resolve most complaints within 2 months. However, depending on complexity, and the state of information and copies of documents provided by the complainant, some complaints could take longer to resolve. Therefore it is all the more important that the Complainant complete the Complaint Form with clarity and attach copies of all the related documents in the first instance.

Our Complaint Forms and FAQs both in English and Urdu may be downloaded by clicking on the links below.

  1. Complaint Form [ Eng  |  Urdu ]
  2. FAQ's [ Eng  |  Urdu ]
 
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