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Your Complaints / Feedback

Procedure for Filing of Complaints, Feedbacks and Enquiries
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.

 
Procedure For Filing a Complaint/Feedback
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

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.

 

Email
Email at [email protected]
Fax

Please Fax your complaint on +92-21-99220045

For Complaint Status/ Tracking

Click here

Track Your Complaint

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.
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
Procedure for Dealing complaints of Politically Exposed Persons (PEPs)

Click here

Politically Exposed Persons (PEPs)

Alternative Forums to lodge Complaints

SBP has launched a Customer Complaint Management Service (Portal & Mobile App) namely “Sunwai” with an aim to facilitate customers in lodgement 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

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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