General Banking Complaints Handling Mechanism

Fair Treatment of Consumer (FTC)/ Responsible banking conduct is one of the key regulatory agendas of the SBP. Amongst the areas of banking conduct/FTC regime, effective and efficient grievance handling mechanism hold prime importance. The banks/MFBs/DFIs serve as first fora of redressal as per international good practices and local legal and regulatory framework. SBP has taken various measures to enhance responsible complaint handling by the banks/MFBs/DFIs.

List of All banks/MFBs/DFIs and their websites can be viewed here.

As per relevant provision of Banking Companies Ordinance (BCO) 1962 and Federal Ombudsman Institutional Reform Act (FOIRA) 2013, Banking Mohtasib of Pakistan (BMP) serves as the second fora of redressal for consumer grievances. As per the law, if a complainant does not receive a reply from bank within 45 days, or find the reply unsatisfactory, they may file a complaint with the BMP in prescribed manner. BMP can be accessed at:

Banking Mohtasib Pakistan
Shaheen Complex
5th floor, M. R. Kiyani Road
P.O Box 604, Karachi
http://www.bankingmohtasib.gov.pk/

MFBs are not covered by BMP, for such cases, SBP acts as the second fora of redressal. Similarly, matters of regulatory concern/urgent nature are also handled by SBP.

In terms of provision of FOIRA, any person or party aggrieved by a decision, order, findings or recommendations of the BMP may file representation to the President within thirty days of a decision, order, findings or recommendations.

Roshan Digital Accounts Complaints Handling Mechanism

Roshan Digital Account (RDA), launched in September 2020, is a landmark initiative of the State Bank of Pakistan (SBP) in collaboration with RDA Banks, to facilitate Non-Resident Pakistanis to remotely open an account with a Pakistani bank via a digital process.

In order to provide best possible service to RDA customers and resolve their banking issues, SBP has created this complaint management portal through which an RDA customers can easily lodge their complaints with a proper tracking facility and SBP monitoring. The online RDA complaint portal has been developed for customers’ convenience, which will subsequently be also available in the form of Mobile app.

The Bilingual Portal in Urdu and English will facilitate RDA holders to easily register their complaints for speedy redressal. The complainants, after a simple and easy registration or signup process, will be able to lodge complaints with concerned RDA banks this Portal. The Portal will assign a unique complaint Number or ID to each complaint, through which the complainants will be able to see progress or status of their complaints and can also offer feedback on the manner their complaint was disposed off by the bank. The complainant will additionally be informed about the status of his/her complaint through SMS and emails.