The Banking Mohtasib Pakistan has decided 29,001 complaints in favor of bank customers during the first nine months of 2026, involving a total amount of Rs1.2 billion. The figures highlight the role of the banking ombudsman in addressing customer grievances and providing a channel for resolving disputes between individuals and financial institutions. The decisions cover the period from January 1 to September 30, 2026, according to a statement issued by the office in Karachi on October 12.
During the same period, the Banking Mohtasib Pakistan received 33,625 new complaints from customers. Of these, 5,927 were submitted through the Prime Minister’s Portal, which provides another route for people to raise concerns about public services and institutional matters. The number of complaints received reflects continued demand for a mechanism through which bank customers can seek redress when they believe their concerns have not been adequately addressed by their financial institutions.
The 29,001 decisions made in favor of customers involved Rs1.2 billion, representing financial relief associated with the complaints resolved during the reporting period. The reported amount demonstrates the financial significance of complaint resolution for individuals dealing with banking-related disputes. However, the figures do not specify the individual cases, the types of grievances involved, or the distribution of the amount among customers. The statement also does not provide a detailed breakdown of complaints by bank or category.
Banking Mohtasib Sirajuddin Aziz used the announcement to remind customers to protect their financial information and remain cautious when dealing with people or services requesting sensitive details. He advised customers to safeguard their account information and avoid sharing it with third parties. Such precautions are important as customers increasingly use mobile applications, online banking facilities and other digital channels to manage their money and access financial services.
Aziz also warned customers against clicking links received on their mobile phones unless they could verify that the links originated from reliable and authentic sources. Fraudulent messages and misleading links can be used to direct people toward fake websites or other channels designed to obtain confidential information. Customers should therefore check the legitimacy of a message before opening a link, particularly when it claims to come from a bank or asks them to provide account credentials or other sensitive details.
The Banking Mohtasib advised customers who receive suspicious calls to contact their bank’s helpline immediately. Customers were also urged to report the incident, including the relevant phone numbers, to the National Cyber Crime Investigation Agency (NCCIA). Reporting suspicious communications can help bring potentially fraudulent activity to the attention of the relevant institutions and authorities. Customers should avoid providing passwords, one-time passwords, personal identification details or other confidential information to callers whose identities cannot be independently verified.
The warning comes as financial institutions continue to provide customers with a wider range of digital banking services. While these channels can make payments, transfers and account management more convenient, customers also need to recognise the risks associated with impersonation, fraudulent calls and deceptive messages. Banks and customers both have roles in protecting financial information, with customers encouraged to use official contact channels whenever they need to confirm a request or report unusual account activity.
The latest figures underline the importance of accessible complaint-handling arrangements alongside preventive measures against financial fraud. Customers who experience a banking dispute can use the available complaint channels to seek assistance, while those who encounter suspicious communications should contact their bank and report the matter to the relevant authority. The Banking Mohtasib Pakistan’s reported decisions and its renewed security advice place both customer redress and protection of financial information at the centre of its message for the banking public.
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