Our Complaint Forms both in English and Urdu and FAQs in English may be downloaded by clicking on the links below.
1. Complaint Form [ Eng | Urdu]
2. FAQ’s [ Eng ]
The law provides authority to the Banking Mohtasib alone. Hence the complaints handling process is centralized at the Karachi Secretariat.
There are two ways to lodge complaints to Banking Mohtasib Pakistan
Filing complaints is easy. All you need to do is follow two simple steps:
Approach your bank in writing to resolve your complaint. If Bank fails to resolve your grievance within 45 days you may lodge your complaint on described format with Banking Mohtasib Secretariat. The bank is allowed a maximum of 45 days to resolve your complaint.
The complaint form duly completed, signed and attested by an Oath Commissioner accompanied with letter containing details of your grievances be sent on following address
Shaheen Complex
5th floor, M R Kiyani Road
Karachi.
Copies of CNIC and all related correspondence be also attached with the complaint form. Please do not send any original documents.
You can also lodge online complaint with the Banking Mohtasib Pakistan using online complaint form.
To lodge online complaint Click here
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.
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 (after conducting formal hearing) 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 the complaints within 2 months. However, depending on complexity of complaint, 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.
