KARACHI, April 22, 2025 – Habib Bank Limited (HBL) has topped the list of financial institutions with the highest number of banking customer complaints during the calendar year 2024, according to the annual report released by the Banking Mohtasib of Pakistan.
The report reveals that a total of 6,568 complaints were lodged against HBL, including 4,936 complaints received directly at the Banking Mohtasib Pakistan (BMP) Secretariat and an additional 1,632 complaints registered via the Prime Minister’s Portal. This marks the highest number of grievances filed against any single banking institution in the country during the year under review.
The surge in complaints highlights persistent challenges faced by customers in their interaction with commercial banks, ranging from service inefficiencies to disputes over fees, account errors, and digital banking issues. The Banking Mohtasib, tasked with addressing these complaints, plays a vital role in protecting the rights of banking customers and holding financial institutions accountable.
Following HBL, other major banks also received a significant number of complaints. Meezan Bank Limited was second on the list with 3,569 complaints, while United Bank Limited (UBL) followed closely with 3,358 complaints. MCB Bank Limited and Bank Alfalah received 1,536 and 2,411 complaints respectively, indicating systemic service concerns across a number of leading financial institutions.
The total number of complaints received by the Banking Mohtasib’s office in 2024 stood at 30,602, including those submitted through the Prime Minister’s Portal. This figure reflects both growing public awareness about grievance redressal mechanisms and a rise in banking service-related issues faced by customers nationwide.
Experts believe that the increase in complaints underscores the need for banks to improve their internal grievance resolution frameworks, invest in better customer service training, and upgrade their digital platforms to enhance user experience and reduce friction in routine banking operations.
The Banking Mohtasib has reiterated its commitment to fair and timely resolution of disputes, urging customers to continue utilizing official channels for redressal. The report serves as a crucial performance barometer for the banking sector, encouraging institutions to prioritize customer care and operational transparency in 2025 and beyond.