| Procedure for Filing of Complaints, Feedbacks and Enquiries |
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| 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. |
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| In such situation they are requested to use any of the following methods to lodge a complaint/feedback. |
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| 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 |
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For online registration of complaints use below links
Online Complaint Form
Online Feedback Form
Track Your Complaint
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Email
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Email it directly at [email protected]. |
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Alternative Forums to lodge Complaints
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If you are not satisfied with the resolution provided you may approach
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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: [email protected]
Web site: www.sbp.org.pk
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: [email protected] 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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