| Procedure for Filing of Complaints, Feedbacks and Enquiries |
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| Urdu Procedure |
At NBP we always value your suggestion/ feedback and complaint. NBP aims to achieve excellence by providing premier customer service. However, possibility exists that you may like to put forward a suggestion or lodge a complaint. In such situation you are requested to use any of the following channels to lodge a complaint/feedback. |
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Procedure For Filing a Complaint/Feedback
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| Approach Branch Management |
| Approach Branch Management resolution of your grievances. |
| NBP Call Center: |
| Lodge complaint through Call Centre 111-NBP-NBP (+92-21-111-627-627). |
| Complaint / Suggestion and Feedback Form |
To lodge Complaint, Suggestion/Query or Feedback on complaints processing mechanism forms are available at the branches counter or can be Downloaded from below links.
Download Complaint Form (English/ Urdu)
Download Suggestion/ Query Form
Feedback on complaints Processing Mechanism
Drop your Suggestion/ Feedback or Complaint in complaint box available in branches/ ATM Booths or write to us at
Complaint Management Wing
Complaint Management Division, President secretariat
7th Floor,
National Bank of Pakistan
Head Office
Karachi |
| Online Complaint / Suggestion and Feedback Form |
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For online registration of complaints/Suggestion/ Feedback use below links.
Online Complaint Form
Online Suggestion/Query Form
Online Feedback on complaints Processing Mechanism
Note: Please contact 24/7 NBP Helpline Number +92-21-111-627-627 for Immediate Blocking of ATM/ Debit Card. You can also block your ATM Card through Mobile Application for details visit NBP Digital - NBP.
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Email
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Email at [email protected] |
| Fax |
Please Fax your complaint on +92-21-99220045 |
| For Complaint Status/ Tracking |
Click here
Track Your Complaint
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| Procedure to resolve/ settle complaints at NBP: |
- On receipt of complaint a unique number will be assigned to the complaint and an acknowledgement via SMS and email (where available) will be sent on complainant mobile number and on email ID.
- Subsequently based on the nature of the complaint, it will be electronically routed to the concerned department at Head Office or Regional office, for resolution.
- As per SBP guidelines resolution time line for minor nature of complaint is 3 to 7 working days. In case where investigation is required, the resolution will be provided within 15 working days. The final response will be sent to the complainant at his available address/ mobile number or email.
- An interim response will be sent after 10 working days, in case complaint requires detailed investigation.
- Customer can submit their feedback on complaint resolution (if any) through online feedback from emails or through call center.
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| Please Provide following mandatory information in your communication |
- Name
- Mailing Address & Cell Number
- C.N.I.C. Number
- Account Number, if any
- Branch Name
- Supporting Documents
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| Procedure for Dealing complaints of Politically Exposed Persons (PEPs) |
Click here
Politically Exposed Persons (PEPs)
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| SBP Sunwai Portal |
SBP has launched a Customer Complaint Management Service (Portal & Mobile App) namely “Sunwai” with an aim to facilitate customers in lodgment of complaints with the Banks in Pakistan. “Sunwai” can be accessed at https://sunwai.sbp.org.pk
Contact details of SBP Consumer Protection Department is as follow:
State Bank of Pakistan:
Mailing address:
The Director
Consumer Protection Department.
5th floor, SBP Main Building
State Bank of Pakistan
I.I. Chundrigar Road, Karachi
Email: [email protected]
Website: www.sbp.org.pk
UAN No: 111-727-273
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| Alternative Forums to lodge Complaints |
Further, if you are not satisfied with our response to your complaint, you can also approach following alternate forum to lodge complaint.
Banking Mohtasib Pakistan Secretariat:
Mailing address: 5th Floor, Shaheen Complex, M R Kiyani Road, Karachi
Telephone: +9221 – 99217334-39
Facsimile: +9221 - 99217375
Email: [email protected]
Website: www.bankingmohtasib.gov.pk
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