Complaint Resolution Procedure laid by SBP

By admin, 19 April, 2023
State Bank of Pakistan

Consumer Grievance Handling Mechanism

Our State Bank of Pakistan requires all banks, Microfinance Banks to have a formal complaint handling procedure. Before proceeding please make sure that this complaint isn't listed in any Pakistani court

Procedure to Complain

  1. Approach and register complaint with your bank
  2. In case you are not satisfied approach Banking Mohtasib Pakistan, an independent body created of State Bank of Pakistan(SBP)
  3. If still not solved contact SBP

How to Complain?

You can complain in these desired modes:

  2. Bank Website
  3. Postal letter
  4. Fax
  5. By calling their call centers

Complaint Confirmation

The bank will send you a confirmation by Email, SMS or by letter giving the time required to resolved it. Note down the complaint number for tracking purpose and time required to get an answer

Complaint Resolution Timeline


Within 2 working days of your complain

10 days

In case more time for investigation is required

7 working days

In case complaint is minor in nature

15 working days

This is maximum time list to dispose any complaint

15 working days

This is maximum time list to dispose any complaint

30 days

If it's related to fraud then upto 30 days time limit id allowedß

SBP Contact Details

If your complaint is not resolved then you can complain to SBP within stipulated time by following means

  1. Email
  2. Fax :0092-21-99221160 /0092-21-99212489
  3. By Letter:

    Banking Conduct & Consumer Protection Department 
    State Bank of Pakistan 
    I.I. Chundrigar Road