The National Institute of Banking and Finance Pakistan (NIBAF Pakistan) has announced a specialised executive training programme on Business Conduct and Fair Treatment of Consumers under the FTC Regulatory Framework. The programme is designed to help financial-sector professionals understand regulatory expectations, improve consumer protection practices and strengthen the implementation of fair business conduct standards across banking institutions. The training will be held at regional locations in Bahawalpur and Hyderabad during November and December 2026.
According to the programme announcement, the sessions will run from 9:00 am to 5:00 pm. The training investment is set at Rs18,000 per participant, excluding applicable taxes. The programme is intended for professionals whose responsibilities include customer service, consumer banking, regulatory compliance and the handling of customer complaints. It is also relevant to officers working in audit and legal functions who need to understand the regulatory principles governing how financial institutions interact with consumers.
The first session is scheduled to take place in Bahawalpur on November 5, 2026. The deadline for submitting nominations for this session is November 4. The second session will be held in Hyderabad on December 2, 2026, with nominations closing on December 1. Financial institutions and interested professionals will need to complete the nomination process before the relevant deadline to participate in their preferred session.
The programme will be facilitated by the Banking Policy and Regulations Department (BPRD) of the State Bank of Pakistan (SBP). According to NIBAF Pakistan, subject matter experts from the department will provide regulatory perspectives, policy guidance and practical frameworks for implementation. Their involvement is intended to help participants understand the expectations associated with business conduct and fair treatment of consumers within the financial services sector.
The training is particularly relevant for officers and managers working at financial institutions, including consumer banking teams, service quality departments and grievance redressal units. Compliance, audit and legal officers are also among the intended participants. These functions play an important role in ensuring that customer-facing activities follow applicable requirements, complaints are handled appropriately and internal procedures support fair treatment throughout the banking relationship.
Business conduct and consumer protection are important aspects of banking operations because customers depend on financial institutions for services such as deposits, payments, lending and account management. Clear communication, transparent service terms and appropriate complaint-handling mechanisms can help customers make informed decisions and seek resolution when problems arise. Training on regulatory frameworks can also help institutions identify weaknesses in existing procedures and improve the consistency of customer service.
For service quality and grievance redressal teams, understanding regulatory expectations can support the handling of complaints through established processes. Compliance and audit professionals can use such knowledge when reviewing internal controls, assessing whether procedures are being followed and identifying areas that may require corrective action. Legal officers and managers can also benefit from a clearer understanding of the responsibilities associated with fair business practices and consumer-facing services.
The programme offers an opportunity for banking professionals to engage with subject matter experts from the central bank’s Banking Policy and Regulations Department. By focusing on both regulatory guidance and practical implementation, the training aims to connect policy requirements with the everyday responsibilities of financial institutions. Its regional sessions in Bahawalpur and Hyderabad also provide options for participants based in different parts of the country.
NIBAF Pakistan has invited nominations and registrations through the email addresses registration@nibaf.gov.pk and marketing@nibaf.org.pk. Further information can be requested by calling 021-35277511 or 051-9269850. Interested participants can also contact the organisers through WhatsApp at 0303-0652963.
The executive training programme reflects the continuing importance of consumer protection, transparent business conduct and effective regulatory compliance in Pakistan’s banking sector. By bringing together professionals from consumer banking, service quality, compliance, audit and legal departments, the initiative is intended to strengthen awareness of fair treatment principles and support their application in financial institutions.
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