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Your Complaints / Feedback

Procedure for Filing of Complaints, Feedbacks and Enquiries
Urdu Procedure

NBP staff is ready and willing to serve their account holders and walk-in customers. However, possibility exists for valid or invalid reasons, that they may sometime encounter difficulty/ delay in getting desired service and may like to put forward suggestions  to improve Customer Services, our procedures and systems or in case of distress may like to lodge a complaint.

 
In such situation they are requested to use any of the following methods to lodge a complaint/feedback.
 
Methods For Filing a Complaint/Feedback
Approach Branch Manager and in his absence the Operations Manager for redressal of complaint.
Complaint Drop Box
You can drop your letter or complaint form in drop box available at NBP Branches.
Complaint Form

Lodge your complaint/ feedback/suggestions by filling up the complaint form available at the branches or for Downloading click below links

Download Complaint Form (English/ Urdu)

Download Feedback Form

NBP Call Center:
Lodge complaints through Call Centre 111-NBP-NBP (+92-21-111-627-627).
Mail

Mail your letter/ complaint form at below address.

The Divisional Head
Complaint Management Division
Service Quality Group
7th Floor,
National Bank of Pakistan
Head Office
Karachi

Online Complaint/ Feedback/ Suggestion

For online registration of complaints use below links

Online Complaint Form

Online Feedback Form

Email
Email it directly at cmw.sqd@nbp.com.pk.
Alternative Forums to lodge Complaints
If you are not satisfied with the resolution provided you may approach

State Bank of Pakistan:
Mailing address:
The Director
Banking Conduct & Consumer Protection Dept.
5th floor, SBP Main Building
State Bank of Pakistan
I.l. Chundrigar Road, Karachi
E mail at: cpd.helpdesk@sbp.org.pk
Web site: www.sbp.org.pk
Contact No : +92-2l -99218148 & +92-21 -3245355I +92-21-99221141
UAN No: lll-727-273

Banking Mohtasib Pakistan Secretariat
Mailing address:
5th Floor, Shaheen Complex, M R Kiyani Road, Karachi
Telephone: +9221:99211334 to 38 (5 lines)
Facsimile: +9221 -9921731 5
Email: info@bankingmohtasib. gov.pk
Web site: www.bankingmohtasib.gov.pk

Procedure to resolve/ settle complaints at NBP:

  • On receipt of complaint a unique complaint number will be assigned to the complaint and an acknowledgement SMS is send to complainant at his available mobile number.
  • Subsequently based on the nature of the complaint, it will be electronically routed to the concerned department at Head Office or Regional office.
  • The final response/Closure SMS will be sent to the complainant at his available address/ mobile number.
  • An interim response will be sent after 10 working days, in case complaint requires detailed investigation

 



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