Banking Ombudsman takes rising complaints against commercial banks in Pakistan
Complaints filed against commercial banks in Pakistan have increased by 35% during the first six months of 2025, raising concerns over service quality and customer protection within the banking sector.
According to the Banking Mohtasib Pakistan, 16,915
complaints were lodged by customers between January 1 and June 30, 2025,
compared to 12,568 complaints in the same period last year.
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Mohtasib provided relief of over Rs882 million to consumers in first half of
2025
During this time, the Banking Mohtasib successfully resolved over 16,000 complaints, awarding monetary relief totaling Rs882.25 million to affected customers—a significant increase from Rs681.01 million in 2024. The number of resolved complaints rose by more than 4,000 compared to the previous year.
Of the complaints resolved, 94% (15,084 cases) were settled amicably between banks and customers, while the remaining 6% (922 complaints) required formal hearings and official orders issued by the Mohtasib.
The surge in complaints points to growing dissatisfaction
among customers regarding various banking services. Banking Mohtasib Sirajuddin
Aziz urged customers to remain vigilant, especially amid rising fraud
incidents, advising against sharing personal or financial information with
unknown callers. He recommended contacting the bank’s official helpline or
visiting a branch if suspicious calls are received.
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Aziz assumes office as Banking Ombudsman after swearing-in
With complaints escalating, authorities are calling for
enhanced customer service standards and stronger fraud prevention measures. The
trend underscores the urgent need for banks to improve internal controls and
maintain transparent processes for addressing customer grievances.
Source: pkrevenue.com