PAKISTAN
By Najeeb Naich
The Office of the Banking Mohtasib of Pakistan has released its performance report for the year 2024, highlighting a strong commitment to resolving public complaints and promoting financial transparency.
According to the report, a total of 30,000 complaints were received from citizens during 2024. Of these, 1,330 were resolved through mutual dialogue, while 24,498 were settled after formal hearings. Complaints that had remained pending since the COVID-19 period were also addressed promptly.
The report revealed an impressive complaint resolution rate of 88%, reflecting the office’s efficiency in addressing banking grievances. The Banking Mohtasib operates seven regional offices across the country to facilitate citizens, and most complaints are reportedly resolved in just one hearing.
Region-wise, Punjab accounted for 18,284 complaints, followed by Sindh with 7,198, Khyber Pakhtunkhwa with 2,148, and Balochistan with 543 cases. Through mediation, an amount of Rs. 1.64 billion was recovered from banks and returned to citizens.
The Mohtasib’s office, which offers its services free of charge, primarily deals with complaints related to Interbank Fund Transfers and ATM skimming frauds. The institution reiterated its mission to ensure fair redressal and compensation for affected banking customers across Pakistan. KARACHI – April 21, 2025
