YOU CAN CONTACT US FOR COMPLAINTS AND QUERIES INCLUDING, BUT NOT LIMITED TO:

1. Card / Cheque Block (Request to block Debit Card or Credit Card,
   report lost or stolen card, cheque stop etc.)
2. Dispute or a fraud report (ATM cash withdrawal dispute, IBFT
   dispute, any other report of unauthorized activity or transaction in your account)
3. Service Requests (Card activation, credit card personal details
   update, e.g. mailing address, contact number and email address, credit card statement request, new
   debit card request etc.)
4. Account inquires (account status, account balance etc.)
5. Transaction Authorization Concerns
6. Complaints are formally responded within seven (7) business days.

For blocking of card, cheque stop, lodging a dispute, service request processing, or an
account inquiry, please be advised that the Bank can only process these instructions after customer
authentication.

FOR ESCALATION TO REGULATORY

Sunwai – Customer Complaint Portal

https://sunwai.sbp.org.pk/

State Bank of Pakistan (SBP)

BC & CPD – State Bank of Pakistan, Central directorate, I.I. Chundrigarh Road, Karachi.

www.sbp.org.pk | Email: [email protected]

Dedicated helpline: 111-727-273, +92(021) 3245 3555

Banking Mohtasib Pakistan (BMP)

Banking Mohtasib Pakistan Secretariat, 5th floor, Shaheen Complex, MR Kiyani Rd, Karachi.

www.bankingmohtasib.gov.pk | Email:[email protected]

Phone: +9221-99217334 to 38

Federal Insurance ombudsman (FIO)

Federal Insurance Ombudsman Secretariat 2nd floor, PRCS Annexe Building,
plot# 197/5, DR Daudpota Road, Saddar, Karachi.

www.fio.gov.pk | Email: [email protected]

Phone: 021-99207761 – 021-99207762

Securities & Exchange Commission of Pakistan (SECP)

Securities & Exchange Commission of Pakistan, NIC building, 63 Jinnah
Avenue, Blue Area, Islamabad.

www.secp.gov.pk | Email:[email protected]

Phone: 0800-88008

Pakistan Remittance Initiative (PRI)

Pakistan Remittance Initiative Camp Office, State Bank of Pakistan 4th
floor, Main building, I.I. Chundrigar Road, Karachi, Pakistan.

www.pri.gov.pk | Email: [email protected]

Phone: +92-21-111-727-774

Prime Minister’s Performance Delivery Unit (PMDU)

National Productivity Organization, 11th floor, Shaheed-e-Millat Secretariat, F-6/1, Islamabad,
Pakistan.

www.pmo.gov.pk | Email:[email protected]

Phone: (051) 9201637

Pakistan Citizen Portal Manual Guide:

http://pmdu.pmo.gov.pk/manuals/pakistan-citizen-portal-manual-2.0.pdf

JS Bank PEP Focal Person

Maha Dev

Assistant Manager – Customer Care Unit

Phone: 021-38904372

0346-5550555

[email protected]

Farahnaz Sohani

Senior Manager – Customer Care Unit

Phone: 021-38904344

0336-3407789

[email protected]

SBP PEP Focal Person

Aftab Iqbal Siddiqi

Joint Director

Consumer Protection Department, 5th Floor, SBP, Karachi.

Phone: 021-3245-5548, 021-99221935

Fax Number: 021-99221154

Email: [email protected]