بینکنگ محتسب پاکستان

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Banking Mohtasib Calls On SBP GovernorThe Banking Mohtasib Pakistan, Mr. Muhammad Kamran Shehzad called on the Governor, State Bank of Pakistan, Mr. Jameel Ahmad at Governor’s office in Karachi today (24th February, 2023). He was accompanied by the Senior Advisor, BMP, Mr. Farhat Saeed.Mr. Kamran Shehzad Holds Hearings at Newly Setup Faisalabad Office Mr. Muhammad Kamran Shehzad, Banking Mohtasib Pakistan held hearings of public complaints against commercial banks at the newly set up BMP, Regional Office at Faisalabad for continuous three days from 19th to 21st December, 2022. The hearings were held in the presence of the Complainants and the officials of concerned banks. .Banking Mohtasib Holds Five – Day Hearings At Lahore With a view to facilitate banking customers and to resolve their grievances at their door step, the Banking Mohtasib Pakistan (BMP), holds hearings of complaints against commercial banks at all its Regional Offices. . More...Inauguration of Banking Mohtasib's Regional Office at Faisalabad A new Regional Office Banking Mohtasib Pakistan (BMP) has been inaugurated at SBP BSC, Faisalabad premises today (30th November, 2022). . More...Hearing at Multan Office The Banking Mohtasib Pakistan, Mr. Muhammad Kamran Shehzad holds hearings of the complaints against banks at different Regional Offices, Multan. . More... President of Pakistan President rejects six representations against the orders of Banking Mohtasib Pakistan. More...  151.55 Million Rupees Relief to Banking Customers  Banking Mohtasib Pakistanhas provided monetary relief amounting to Rs 151.55 million to the banking customers by disposing of 6169 complaints.More...  Press Release Banking Mohtasib Pakistan latest Press Release available on the website. More...    Quarterly Newsletter Banking Mohtasib Pakistan Quarterly (July-September 2022) Newsletter available on the website. More...   Annual Report 2021 Banking Mohtasib Pakistan Annual Report 2021 is available on the website. More...

Banking Ombudsman (Mohtasib)

Over 25 countries have established the institution of Banking Mohtasib (Ombudsman) or similar schemes are in place and each one has contributed to an improved and more efficient banking system. The schemes have invariably had a very positive influence on the system where banks have become increasingly conscious of their responsibilities as service providers and of the need to satisfy and meet customer demands professionally and efficiently.

With the rapid expansion of products and services particularly in the field of Consumer credit over the past few years there is a proportionate increase in the volume of associated complaints from the general public.

Banking Mohtasib Pakistan

Privatization momentum coupled with the process of liberalization in Pakistan has encouraged banks to rapidly expand products and services during the recent past resulting in a manifold increase in the banking population within the country.

However, the increasing volume of associated complaints received at the State Bank of Pakistan and the Government's strong resolve to provide an independent complaints resolution mechanism which is free, impartial and prompt, has resulted in the appointment of the Banking Mohtasib in 2005.

The Banking Mohtasib is not a regulator of Banking industry. The financial system in Pakistan has undergone major reform and liberalization with the passage of time. Banks have adapted to the new and open environment exceptionally well and have responded by upgrading and transforming service delivery capability and by offering a range of new and innovative products to the market. The Banks competitively increased the number of products for their customers specifically meeting their digital banking requirements and accordingly the complaints volume has also increased.

In this dynamic process, there are bound to be disagreements and differences between banks and consumers and the Mohtasib's role is basically to mediate between the two parties so that an amicable and acceptable solution can be found.

Where resolution is not forthcoming, the issue is analyzed and the concerned bank presented with our findings and recommendations on how best to settle a dispute. In most cases, banks accept the recommendations and the dispute is resolved. However, where the issue is not resolved then an opportunity of Hearing is provided to the parties in terms of Section 82 D of the Banking Companies Ordinance 1962 after which an appropriate formal Order is passed.