SBP Launches Hotline for Consumers to Register Complaints Against Banks

In order to facilitate banking consumers, State Bank of Pakistan (SBP) has established a dedicated helpline in Karachi with the Universal Access Number (UAN) 111-727-273. This helpline will operate during the working hours of SBP, from Monday to Friday.

SBP has advised to disseminate the above UAN to all branches of the bank. This number will be displayed at prominent places for consumers’ facilitation.

The central bank reiterated that Banks, MFBs and DFIs will continue to provide assistance to their consumers for complaint resolution according to regulatory instructions. It is expected that the banks will improve procedures and provide better services to enhance customer experience.

Governor State Bank of Pakistan, Tariq Bajwa, inaugurated the Helpline today and expressed his best wishes. He advised concerned officers to make the general public aware of the helpline and ensure that the banking consumers are properly facilitated.

SBP Guidelines For Banks To Solve Customers Issues

Earlier, the central bank issued guidelines to provide banking customers an efficient and fair mechanism for resolution of their grievances. These guidelines have been effective from July 1, 2016.

  • SBP instructed banks to promote a culture that values customer experience and where customer satisfaction is considered an important factor to drive growth.
  • Banks are required to establish a separate function responsible for maintaining overall service quality with the complaint handling unit ideally being a part of it.
  • SBP does not advocate a particular structure, the banks may follow any structural arrangement keeping in view the scale and scope of their operations.
  • It must be noted that the resources allocated, stature of head of service quality and his/her reporting line have direct implications on the business conduct of the institution.
  • It is therefore desirable that in large banks, the Head of Service Quality/other relevant head should report directly to the CEO and should be aware of the stature of other business heads.
  • While it is not mandatory, banks with large retail exposure and branch networks may also consider establishing a management committee to monitor service quality of the bank.
  • Such committee enhances coordination within the institution, augment operational efficiency of complaint handling and integrate customer experience with the products and services being offered.
  • It is expected that the banks will address any conflicts of interest while adopting a relevant structure for handling complaints.
  • Banks will also ensure that the complaint handling function works independently and has adequate powers and resources.
  • The structural arrangement, with respect to receipt and disposal of complaints, should not, in any way, hinder accessibility and visibility of the process. It should ensure that all complaints are recorded, irrespective of how they are lodged.
  • Branches being the focal point of contact should be given access to the centralized complaint management system.
  • At least one person in the branch should be entrusted with the responsibility to log every complaint regardless of the fact that it is resolved at the branch level or escalated to the region or at the head office.

Banks should facilitate fair and efficient resolution of consumer grievances to foster confidence in the banking system. It should reduce the burden on external dispute resolution forums and help SBP focus on policy related issues.

At present all banks operating in Pakistan have a dedicated section tasked with the responsibility of handling customer complaints. The robustness of said section, however, varies across the industry.


  • Banking Mohtasib Pakistan Phir Kis Liye Banaya Gaya tha : Customer K Problem Ko Solving K Liye Na : to Iska Kiya Howa Ye Band Kar Diya Ya Chal Nahi Pa Raha Ye Department :

  • In Depalpur,Okara , MCB staff hasbeen recive 200 rupess extra charges,every costumer , & account open in 5 days , what,s the fuck , of Humanity

  • Sir Sadiqabad District Rahimyarkhan mn first Microfinace Banking Mn aik official Jahanzaib Kosh hai jo bank key name pr loan holder sy blank cheque lay kr un ko black male krta hai. hr mah bakaidgi sy iqsat daitay hn phir bhi hamain raseed nahi milti. ulta hamain hamary checque pr blackmale krta hai. bank gaye to pata chala keh cjecqie un kay pas nahi hai. plz take action official contact no. jahanzaib ka 03437251451 hai.

  • Sir many askari bank saddar branch Hyderabad m personal loan k lye apply kia tha mery requirmt pori hony k bad bol rahy hy h aap ka case decline kardia hy mujhy kaha gya aap judicial department m kam karty ho is lye many bola tu aap pahly bata dety mera account b khulla or meri verification kari total procees m ek mahina laga many bola aap k bank k jo requirements hy wo Maine pori kardi hy us k bad b mera case decline kardia hy

  • I am Abid Anwar. I have the complaint against ABL Jami Masjid road Nowshera. On each sunday their ATM is out cash.

  • UBL pakistan was calling me in 2015 and 2016 for there Master Card offering me that
    Our Master card is free of cost
    And there will be no detection untill you activate the card
    Again and again they were calling me
    So agreed on the basis that if there is no detection untill i activate it.
    Butt after 2 years when i checked
    I was surprised that their is detection in the form of annual or biannually fee from my account.
    I complaint against this act.
    And ask them to check the record of telephonic conversation which they ask they will do
    Butt after several time inquiry there is no reasonable response from them

    Kindly look into this matter

  • i request the honorable Governor SBP, that only the third prize of bonds of Rs.200 and Rs.100 are payable by the Saving Centers wheres the 3rd prize of other denomination bonds are only payable at State Bank of Pak (Branchs).due to this not only the black marketing of prize bonds winning prizes are developed but also the consumers faces great hardships. therefore please extend the facility of payment of all prize bonds third prize at any saving center in the best public interest. thanks.


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