Banking Mohtasib Resolves 36,280 Complaints in 2025

Banking Mohtasib Pakistan provided relief exceeding Rs1.87 billion to banking customers during 2025 by resolving 36,280 complaints filed against commercial banks.

According to the Banking Mohtasib Pakistan Annual Report 2025, the amount of relief extended during the year was 13% higher than the Rs1.65 billion provided in 2024, when 27,753 complaints were resolved.

The report recorded a 15% increase in overall complaints received during 2025 compared to the previous year. A total of 35,130 complaints were received during 2025, while 13,793 cases were carried forward from 2024.

Out of the total complaints disposed of during the year, 32,002 were resolved amicably through reconciliation, while 1,973 complaints were decided after 2,206 formal hearings conducted across the country.

Another 2,305 complaints were rejected or disposed of on the grounds that they were incomplete, frivolous or outside the jurisdiction of the Banking Mohtasib.

In accordance with legal requirements, Banking Mohtasib Sirajuddin Aziz presented the Annual Report 2025 to State Bank of Pakistan Governor Jameel Ahmad.

Complaints received through the Prime Minister’s Portal increased to 7,342 in 2025 from 7,193 in 2024, while complaints submitted directly to the BMP office rose 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 rise in complaints largely to increasing use of digital and electronic banking platforms, including mobile banking applications.

Complaints relating to internet banking, IBFT, e-commerce, mobile applications and digital banking increased to 5,345 in 2025 compared to 4,535 a year earlier.

Fraud-related complaints also rose to 4,615 from 4,171, while complaints regarding blocked or dormant accounts increased to 4,766 from 3,208.

Complaints concerning service delays and inefficiency climbed to 3,596 during 2025 from 2,673 in 2024.

However, complaints relating to consumer banking products, including credit cards, debit cards, personal loans, auto loans and agricultural loans, declined to 2,315 from 2,871.

Similarly, ATM-related complaints decreased 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 upon receiving suspicious calls.