Banking disputes in Pakistan - a fraudulent ATM withdrawal, a cheque wrongly dishonoured, a mystery fee, a delayed remittance - have a clear, ladder-style redressal system. You do not go straight to court. The law channels you first through the bank's own complaint unit, then through the State Bank of Pakistan (SBP) framework and its Sunwai portal, and finally to the Banking Mohtasib, a statutory ombudsman created under the Banking Companies Ordinance 1962. This guide walks you up that ladder step by step.
Who handles banking complaints in Pakistan
Three bodies sit on this ladder, and knowing which does what saves weeks:
| Forum | Role | When to use it |
|---|---|---|
| Your bank's Complaint Management Unit | First point of contact - every bank must run one | Always start here in writing |
| SBP Sunwai portal / app | State Bank's online complaint channel and monitor | To lodge and track, and escalate a stalled complaint |
| Banking Mohtasib Pakistan | Statutory ombudsman that adjudicates and passes binding orders | After the bank fails or 45 days lapse |
The Banking Mohtasib's jurisdiction covers scheduled banks. It generally does not entertain complaints against the State Bank itself, and its remit centres on maladministration rather than commercial lending decisions. For the wider legal backdrop, see our overview of banking laws in Pakistan.
Step 1: Complain to your bank in writing
This step is mandatory - the Mohtasib will turn you away if you skip it. Write to the bank (email or letter), describe the grievance, attach evidence, and add one crucial line: that you intend to refer the matter to the Banking Mohtasib if it is not resolved to your satisfaction. Keep the acknowledgement.
Under SBP consumer protection guidelines, banks are expected to resolve ordinary complaints within about 15 working days and fraud-related complaints within roughly 30 working days. The outer limit before you can escalate to the Mohtasib is 45 days from your written complaint.
Step 2: Use the SBP Sunwai portal
In December 2023 the State Bank launched Sunwai, a dedicated portal and mobile app for lodging complaints against banks, microfinance banks and development financial institutions. You register, file in English or Urdu, and each complaint gets a unique tracking number sent by SMS and email. Sunwai routes your complaint first to the bank, and lets the SBP monitor how banks handle their consumers. It is the cleanest way to create a documented, time-stamped trail before you escalate.
Keep everything. Screenshots of the disputed transaction, your written complaint, the bank's reply (or proof of its silence), SMS alerts and your account statement are the backbone of a Mohtasib case. A tidy paper trail is worth more than a strong argument.
Step 3: File with the Banking Mohtasib
If the bank does not reply within 45 days, or its reply does not satisfy you, you may file a formal complaint with the Banking Mohtasib Pakistan. The service is free of cost and you do not need a lawyer. You can lodge it online through the Mohtasib's website or send the physical form to the Karachi Secretariat (5th Floor, Shaheen Complex, M R Kiyani Road, Karachi).
The complaint form must be completed, signed, and attested by an Oath Commissioner. Attach the following:
| Document | Why it is needed |
|---|---|
| Completed complaint form, attested by an Oath Commissioner | The formal, sworn basis of your complaint |
| Attested copy of your CNIC | Proves identity and standing |
| Copy of your written complaint to the bank | Shows you exhausted the first step and warned of escalation |
| The bank's reply, with its acknowledgement | Or proof that 45 days passed with no adequate response |
| All related correspondence and statements | Evidence of the disputed transaction or service failure |
What the Banking Mohtasib can and cannot do
The ombudsman inquires into banking malpractice, arbitrary or discriminatory conduct, breaches of banking law and SBP regulations, inordinate delay, inefficiency, and corruption or maladministration. Common winning categories include:
- Fraudulent or unauthorised withdrawals and debit entries
- Delays or errors in cheques, drafts, and fund transfers
- Non-adherence to SBP rules on ATM, debit card and credit card operations
- Complaints by importers and exporters on letters of credit and banking obligations
- Wrongful charges, mark-up disputes and poor service
Its limits matter too. The Mohtasib cannot direct a bank to grant a loan, advance or finance, cannot decide a matter already pending before a court, and has no jurisdiction over the State Bank. Where your dispute is really about loan recovery, a bounced cheque, or a frozen account, a court remedy may fit better - see our guides on the Financial Institutions (Recovery of Finances) Ordinance 2001, cheque dishonour under Section 489-F PPC, and bank account freezing.
Timeline and how a case is decided
Once filed, the Mohtasib first tries an amicable settlement between you and the bank. If that fails, it gives both sides a hearing under Section 82D of the Banking Companies Ordinance 1962 and then passes a reasoned order. Most complaints are decided within about three months of filing, though complex or fraud matters take longer. In 2025 alone the Banking Mohtasib reported providing relief of over PKR 1.87 billion to banking customers, a measure of how effective the route can be.
Appeals: representation to the President
If either party is unhappy with the order, it may file a representation to the President of Pakistan within 30 days, under the Federal Ombudsmen Institutional Reforms Act 2013. If no representation is filed in that window, the Mohtasib's order becomes binding on both the customer and the bank. The President's decision on the representation is final within this administrative structure, after which any further challenge would lie in the constitutional jurisdiction of the High Court.
If it is fraud or cybercrime
Where money left your account through phishing, a spoofed call, or a hacked app, run two tracks at once. Report to your bank and the Mohtasib for the banking failure, and separately report the crime. Digital financial fraud falls under the Prevention of Electronic Crimes Act 2016 (PECA), investigated by the FIA Cybercrime Wing. Our guides on legal steps after financial fraud, recovering money lost to online fraud, and cybercrime under PECA set out the parallel criminal route.
Frequently asked questions
Do I have to complain to my bank before the Mohtasib?
Yes. You must first complain in writing to the bank and allow up to 45 days. Stating your intention to approach the Mohtasib in that letter is essential and speeds escalation.
Does it cost anything or need a lawyer?
No. The Banking Mohtasib service is free of cost and you can file yourself without engaging a lawyer, though complex cases benefit from legal help.
How long will my complaint take?
Usually around three months from filing. Simple matters often settle sooner through amicable resolution; fraud and complex cases can take longer.
What if I disagree with the decision?
File a representation to the President of Pakistan within 30 days. If nobody appeals in that period, the order binds both you and the bank.
Can the Mohtasib make my bank give me a loan?
No. It cannot direct any bank to grant a loan, advance or finance. Its role is to correct maladministration, wrongful debits and service failures.