Banking Mohtasib Pakistan provided relief exceeding Rs1.87 billion to banking customers during calendar year 2025 by resolving 36,280 complaints against commercial banks.
According to the Banking Mohtasib’s Annual Report 2025 released on Monday, the relief amount increased from Rs1.65 billion provided during 2024 through the resolution of 27,753 complaints.
Majority of complaints resolved amicably
The report stated that out of 36,280 complaints disposed of during the year, 32,002 were settled amicably through reconciliation between banks and customers.
Meanwhile, 1,973 complaints were decided after formal proceedings, with a record 2,206 hearings conducted at different centers across the country.
The Banking Mohtasib also disposed of or rejected 2,305 complaints due to incomplete information, frivolous nature or lack of jurisdiction.
During 2025, the institution received 35,130 fresh complaints, while 13,793 cases were carried forward from the previous year.
Complaints through PM portal increase
The report showed that complaints related to the banking sector submitted through the Prime Minister’s Portal reached 7,342 during 2025, compared with 7,193 complaints in 2024.
Direct complaints lodged with the Banking Mohtasib office rose significantly by 18 percent to 27,788 from 23,409 recorded in the previous year.
Overall, total complaints increased by 15 percent during 2025 compared with 2024.
However, complaint disposal improved by 31 percent, while pending cases declined by 8 percent.
Rise in digital banking and fraud complaints
According to the report, the increasing use of digital and electronic banking platforms contributed to a sharp rise in customer complaints.
Complaints related to internet banking, IBFT, e-commerce, mobile applications and digital banking increased to 5,345 in 2025 from 4,535 in 2024.
Fraud-related complaints also rose to 4,615 from 4,171 recorded last year.
Similarly, complaints regarding blocked or dormant accounts climbed to 4,766 from 3,208, while complaints linked to service inefficiency and delays increased to 3,596 from 2,673.
Consumer product and ATM complaints decline
The report also highlighted some improvement in complaints related to consumer banking products.
Complaints regarding credit cards, debit cards and personal, auto and agricultural loans declined to 2,315 in 2025 compared with 2,871 in 2024.
ATM-related complaints also dropped to 1,839 from 2,144 during the previous year.
Banking customers advised to remain vigilant
Sirajuddin Aziz urged banking customers to remain cautious against fraudulent activities.
He advised customers not to share personal or financial information with unknown individuals and to immediately contact their bank branch or helpline upon receiving suspicious calls.
The Annual Report 2025 was formally presented to Jameel Ahmad, Governor of the State Bank of Pakistan, in compliance with legal requirements.