KARACHI: Banking Mohtasib Pakistan provided relief worth more than ₨1.87 billion to banking customers during 2025 by resolving 36,280 complaints filed against commercial banks.
According to Banking Mohtasib Pakistan’s annual report, the amount of relief provided during 2025 was 13% higher than the ₨1.65 billion extended in 2024, when 27,753 complaints were resolved.
The report showed a 15% increase in overall complaints received during 2025 compared to 2024. A total of 35,130 complaints were received during 2025, while 13,793 cases were carried forward from the previous year.
Out of the total complaints disposed of during the year, 32,002 were settled amicably through reconciliation, while 1,973 complaints were decided after 2,206 formal hearings held across the country.
Another 2,305 complaints were rejected or disposed of because they were incomplete, frivolous or outside the jurisdiction of the Banking Mohtasib.
In line with legal requirements, Banking Mohtasib Sirajuddin Aziz presented the Annual Report 2025 to the Governor of SBP Jameel Ahmad.
Complaints received through the Prime Minister’s Portal rose to 7,342 in 2025 from 7,193 in 2024, while complaints filed directly with the BMP office increased 18% to 27,788 from 23,409.
According to the report, disposal of complaints improved by 31% during the year, while pendency of cases declined by 8%.
The report attributed the increase in complaints largely to the growing use of digital and electronic banking platforms, including mobile applications.
Complaints related to internet banking, IBFT, e-commerce, mobile apps and digital banking increased to 5,345 in 2025 from 4,535 a year earlier.
Fraud-related complaints also rose to 4,615 from 4,171, while complaints regarding blocked or dormant accounts climbed to 4,766 from 3,208.
Complaints related to service delays and inefficiency increased to 3,596 during 2025 compared to 2,673 in 2024.
However, complaints relating to consumer products, including credit cards, debit cards and personal, auto and agricultural loans, declined to 2,315 from 2,871.
Similarly, ATM-related complaints fell to 1,839 in 2025 compared to 2,144 in the previous year.
Sirajuddin Aziz advised banking customers not to share personal or financial information with third parties and urged them to immediately contact their bank branches or helplines if they received suspicious calls.
