| 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] |
| Mobile Application |
| Please register your complaint through NBP Mobile application under complaint Tab. |
| Fax |
Please Fax your complaint on +92-21-99220045 |
| For Complaint Status/ Tracking |
Track status of your already registered complaint via Call Center IVR: Dial +92-111-627-627, select Preferred Language and Press 4 for complaint Lodgement/status, then press 1 for Complaint Status and provide ticket number followed by #
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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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| Pakistan Citizen’s Portal & NBP e-Kachehri |
Pakistan Citizen’s Portal
Government-owned system which provides a nation-wide window to connect people with organizations at all levels for raising their issues/complaints with authorities for redressal and suggestions for improvement in the existing service delivery regime.
Web portal may be approached on https://web.citizenportal.gov.pk and Mobile Application is also available on Android, iOS and other recognized play stores.
NBP e-Kachehri
In line with the directives of PM Office, President NBP conducts 2 hourly e-Kachehri Session every month (subject to availability of President NBP). President NBP listens to the grievances of complainants on dedicated and recorded telephone lines.
Based on our experience in handling and addressing customer complaints through the Pakistan Citizen’s Portal and NBP e-Kachehri platforms, a comprehensive set of Frequently Asked Questions (FAQs) has been developed and are cited below. These FAQs are designed to provide clear, consistent, and accessible information to complainants and streamlining the resolution process.
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| FAQs |
| 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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