Karachi, April 2025 — The Institution of Banking Mohtasib Pakistan (BMP) announced that it provided a total relief of Rs. 1.65 billion to banking customers in 2024, following the resolution of 27,753 complaints filed against various commercial banks. The figure reflects a notable increase from 2023, during which the Mohtasib’s office awarded Rs. 1.26 billion in relief after addressing 25,493 cases.
Speaking at a press conference in Karachi, Banking Mohtasib Sirajuddin Aziz shared detailed insights into the institution’s performance throughout the past year. He revealed that when combining the unresolved cases from 2023 with the fresh complaints received in 2024, the total volume of cases handled reached 41,546.
Out of these, 24,498 complaints were amicably resolved through reconciliation between banks and customers, highlighting the institution’s emphasis on mediation and resolution without lengthy litigation. Furthermore, 1,330 complaints were formally adjudicated after detailed hearings conducted across the country — including in regions like Mirpur (AJK), where the Banking Mohtasib does not have a permanent office.
The remaining 1,925 complaints were dismissed on the grounds of being incomplete, lacking jurisdiction, or deemed frivolous.
Aziz noted that the cumulative relief provided to customers by the Banking Mohtasib’s office since its inception in 2005 has now reached Rs. 8 billion — a testament to the growing relevance of the office in ensuring accountability within Pakistan’s banking sector.
Releasing the 2024 Annual Report, he emphasized that the number of complaints registered with the BMP increased by 6% year-on-year, underlining growing consumer awareness as well as systemic challenges, particularly in the digital banking landscape.
A significant portion of grievances — 7,193 complaints — were funneled through the Prime Minister’s Citizen Portal, reflecting the expanding channels available for customers to voice concerns.
Aziz also acknowledged a backlog caused by the high volume of submissions toward the end of the year. Specifically, 3,283 complaints were filed during the last 45 days of 2024, which he said contributed to an increase in cases being carried forward into 2025.
One of the most notable insights from the year was the correlation between rising digital banking adoption and the spike in fraud-related complaints. As mobile apps, internet banking, and digital wallets continue to become mainstream in Pakistan’s banking system, Aziz warned that cyber fraud and digital transaction disputes are emerging as dominant themes in customer grievances.
“The sharp growth in mobile and digital applications is a double-edged sword,” Aziz stated. “While it’s expanding financial inclusion and convenience, it also opens new avenues for fraud — especially for users unfamiliar with security protocols.”
He added that the Mohtasib’s office is working with commercial banks to improve complaint redressal mechanisms, and is encouraging banks to adopt stronger consumer protection frameworks, particularly for digital platforms.
With increasing reliance on digital transactions in Pakistan’s banking sector, regulatory bodies like the BMP are becoming increasingly vital. As more customers turn to digital platforms for everyday banking needs, ensuring effective grievance redressal and financial security remains a top priority.