State Bank of Pakistan (SBP) has advised customers to approach its specialized department of complaint resolution for their grievances and complaints against commercial and microfinance banks.
The central bank has advised customers to approach banks through their helpline for queries or lodging complaints. In case complainants do not get an appropriate response from banks, they may approach the SBP helpline at 021-111-727-273, which will remain available during office hours.
SBP has enhanced its helpline capacity by deploying more agents at its call center to cater to the needs of the public for facilitation and guidance. It has taken additional measures to facilitate bank customers that are faced with extraordinary challenges arising out of the COVID-19 situation in the country.
SBP has advised all banks to ensure that their call centers/helplines are available 24/7 for instant customer support.
The central bank encourages the public to use digital payment services as much as possible to help banks providing their services with minimal staff to ensure their safety.
The general public is encouraged to take appropriate safety measures in the context of the Coronavirus and use alternate delivery channels where possible including the internet and mobile banking, phone banking, etc.
The employees of banks and other financial institutions are providing services amid difficult working conditions due to COVID-19. For the protection of bank employees and customers, workplace safety and to meet the operational challenges in serving the bank customers, banks have been advised to implement guidelines issued by the World Health Organization, the Government of Pakistan and the Provincial Governments in letter and spirit.
Nevertheless, bank employees and customers still facing difficulties or having concerns over arrangements may take this up with SBP.
