Banks Need to Invest in Complaint Registration and Resolution Mechanism: SBP


The State Bank of Pakistan (SBP) has directed the banks to enhance the complaint registration handling mechanism deployed at their end with investments in innovative modes of complaint registration like receiving complaints through SMS/Call Back Service, Mobile Applications, Self Service Kiosks, and other Social Media Platforms.

Such investments will boost convenience for customers and will help the banks capture/handle complaints in a better way.


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The SBP has prescribed mandatory modes of complaint registration to banks with a direction to ensure their availability and accessibility at all times, including Call Centers, Emails, E-forms, Surface Mail, Fax, and Complaint Boxes/Registers

They have also been advised to send awareness SMS messages at least on a bi-annual basis to create adequate awareness about the deployment of the complaint lodgment modes.

The provision of complaint tracking numbers in written form has been made mandatory for better tracking of customers’ complaints. Similarly, special focus has been laid on the quick and meritorious disposals of complaints.

Furthermore, the SBP has enhanced the reporting requirements on complaint handling in light of the international and local needs/trends. The banks have also been advised to ensure the provisioning of adequate support to complaint handling function at the banks in terms of Human Resources, Information Technology, and Training, etc.

Banks Resolve 97 Percent Customers Complaints

The banking regulator said in a statement that it is focusing on improving the grievance handling mechanisms at banks, microfinance banks (MFBs), and Development Finance Institutions (DFIs) to provide more affordable, accessible, fair, accountable, and efficient grievance redressal. Therefore, the SBP has taken various measures to enhance responsible complaint handling by the banks as they deal with more than 97 percent of the complaints related to the banking industry in a year.


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The SBP recently conducted a detailed review of the complaint handling practices at banks while primarily focusing on the ‘ease of lodgment’ and the ‘quick and fair disposal’ of complaints. Based on the findings of the review and the role of the complaints in improvising banking services, SBP has directed the banks to enhance the grievance handling mechanism deployed at their end.

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