The Banking Mohtasib Pakistan, a member institution of the Organization of Islamic Cooperation Ombudsman Association, provided monetary relief exceeding PKR 1.87 billion to banking customers during 2025 through the resolution of complaints against commercial banks across the country.
According to the Banking Mohtasib’s Annual Report 2025, the institution successfully disposed of 36,280 complaints during the year, reflecting a substantial increase compared to 27,753 complaints resolved in 2024, when relief amounting to PKR 1.65 billion was provided.
The report noted that out of the total complaints resolved in 2025:
- 32,002 complaints were amicably settled through reconciliation mechanisms,
- 1,973 complaints were decided following 2,206 formal hearings conducted nationwide, and
- 2,305 complaints were rejected or disposed of due to jurisdictional limitations, incompleteness, or frivolous nature.
During the year under review, the Banking Mohtasib received 35,130 new complaints, while 13,793 cases were carried forward from the previous year.
The report further highlighted that complaints related to the banking sector received through the Prime Minister’s Portal reached 7,342 in 2025, reflecting an increase of approximately 2 percent compared to the previous year.
Additionally, direct complaints submitted to Banking Mohtasib offices increased by 18 percent, rising from 23,409 complaints in 2024 to 27,788 in 2025.
Overall, the institution recorded a 15 percent increase in total complaints while simultaneously improving complaint disposal by 31 percent and reducing case pendency by 8 percent.
The report attributed the growing number of complaints largely to the expanding use of digital banking platforms, mobile applications, and electronic financial services.
The achievements highlighted in the report demonstrate the continued commitment of the Banking Mohtasib Pakistan toward strengthening consumer protection, improving financial accountability, and ensuring accessible grievance redress mechanisms within Pakistan’s banking sector.
