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Complaints Procedure

The law provides authority to the Banking Mohtasib alone. Hence the complaints handling process is
centralized at the Karachi Secretariat.

Filing complaints is easy. All you need to do is follow three simple steps:

Step One

Approach your bank in writing to resolve your complaint stating in the letter that you intend to refer the
grievance to the Banking Mohtasib if matter is not resolved to your satisfaction. The bank is allowed a
maximum of 45 days to resolve your complaint.

Step Two

If you do not receive a reply from the bank within 45 days, or find the reply unsatisfactory, you may file a
complaint with the Banking Mohtasib on the prescribed complaint form.

Step Three

The complaint form duly completed, signed and attested by an Oath Commissioner should be attached
to your letter of complaint addressed to the Banking Mohtasib and sent to:

Banking Mohtasib Pakistan

Shaheen Complex

5th floor, M R Kiyani Road

Karachi.

Please make sure that all related correspondence with the bank and copies of all relevant documents
are also sent to the Banking Mohtasib with an attested Photostat copy of your CNIC duly marked for
submission to Banking Mohtasib Pakistan. Please do not send any original documents.
Types of complaints we will entertain:

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.

Important note:

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 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 most complaints within 2 months. However, depending on complexity, 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.

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Ombudsman (Mohtasib) About 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 an industry watchdog; it is not a regulator nor is it a policeman. The
financial system in Pakistan has undergone major reform and liberalization during the recent past. 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.
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 and generally speaking, complaints minimized over time.

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.

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