Complaint Handling Mechanism at Banks

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:

1. Send an acknowledgement via SMS, email, recorded line or surface mail confirming the receipt of the complaint and briefly describing complaint process, the time line to resolve or decide the complaint and the contact details for follow up on complaint; and
2. Send interim reply stating expected time during which final reply is provided in form of SMS, emails etc., in case a complaint requires detailed investigation;