This is to inform you that employees of JS Bank or any government organization are not authorized to inquire about the details of your account, debit and credit cards or mobile banking app.
Please do not provide your banking details to any such persons on call or SMS and report them to JS Bank immediately. For further details, please call 0800-011-22
The State Bank of Pakistan (SBP) has instructed all banks, Microfinance banks (MFBs) and Development Finance Institutions (DFIs) to put in place “Consumer Grievance Handling Mechanism (CGHM)” for efficient resolution of consumers’ complaints and grievances. A CGHM in banks/MFBs/DFIs encompasses philosophy about customer complaints, the hierarchy, systems and procedures to deal with the complaints in fair, transparent and efficient manner.
If you are aggrieved with any service or product offered by the bank/MFB, you can lodge complaint at “Complaint Management Unit (CMU)” of respective bank and MFB. The banks have established centralized “Complaint Management System (CMS) which handles complaints received through surface mail, fax, email, website or complaints lodged at banks’ call centers. CMU is headed by the senior position which directly report to the Chief Executive Officer of banks/MFB. On receipt of complaint, the respective banks/MFB shall:
Complaint Resolution Time Line:
|Acknowledgment||Interim reply||Final reply|
|Within 48 hours of the receipt of the complaint.||After 10 working days in case the matter requires detailed scrutiny. These sorts of complaints may include issues relating to fraud, embezzlement of funds, repayment disputes, etc.||Within 7 working days if the complaint is of minor nature and does not require detailed investigation. These may include complaint of misbehavior, malfunctioning of system, repayment or settlement disputes etc. In any case the complaint must be disposed of within 15 days. However, the fraud related cases the final reply to the complainant must be issued within 30 days from the lodgment of the complaint.|
Not all complaints can be resolved to the satisfaction of the complainant. In such cases, the bank/MFB shall inform to complainant:
Filling Complaints to Banking Mohtasib
In order to file complaints with the Banking Mohatasib please follow three simple steps:
Banking Mohtasib Pakistan
5th floor, M R Kiyani Road
For Details on JS Bank complaint procedure please see:Internal Complaint Handling Process