Banking customers: Mohtasib provides over Rs1.87bn relief in CY25

KARACHI: The Banking Mohtasib Pakistan (BMP) has provided relief of over Rs 1.87 billion to the banking customers by disposing of 36, 280 complaints against commercial banks during the calendar year 2025.

The relief provided in 2025 is 13 percent higher than previous year )2024), in which the monetary relief amounting to Rs 1.65 billion was provided by resolving 27,753 complaints.

According to the Banking Mohtasib’s Annual Report for the year 2025, released on Monday, out of 36,280 complaints disposed of during the year, 32,002 complaints were resolved amicably through reconciliation, while 1,973 complaints were decided after a record 2,206 formal hearings held at various centers of the country. In compliance with the legal requirement, the Banking Mohtasib Sirajuddin Aziz has already presented the Annual Report 2025 to the Governor, State Bank of Pakistan, Jameel Ahmad.

At least 2,305 complaints were disposed of or rejected being incomplete, frivolous or due to lack of jurisdiction of Banking Mohtasib. During the year under review, 35, 130 complaints were received, while 13, 793 complaints were brought forward from the previous year, according to the Annual Report.

Complaints relating to the banking sector received through the Prime Minister’s Portal totaled 7,342 during 2025, compared to 7,193 complaints received in 2024, reflecting a 2 percent increase, while 27,788 complaints were lodged directly with the BMP Office during 2025, showing an increase of 18 percent compared to 23,409 complaints received in the preceding year.

According to the Annual Report, there was an overall increase of 15 percent in the total number of complaints received during the year 2025 as compared to 2024. However, a significant improvement 31 percent increase was observed in the disposal of complaints, as pendency of cases was reduced by 8 percent.

There was a massive surge of complaints during the year 2025 due to increasing use of digital and electronic platforms as well as the growth in Mobile and Digital applications.

According to the breakdown of major complaints, there has been a significant rise in cases related to internet banking, IBFT, e-commerce, mobile apps and digital banking, which increased to 5,345 in 2025 from 4,535 in 2024.

Complaints related to fraud also climbed to 4,615 in 2025, compared to 4,171 in 2024. Meanwhile, complaints regarding blockage or dormancy of accounts surged to 4,766 in 2025 from 3,208 a year earlier. Complaints about service inefficiency and delays also rose notably to 3,596 in 2025, up from 2,673 in 2024.

On the other hand, complaints related to consumer products, including credit and debit cards as well as personal, auto and agricultural loans, declined to 2,315 in 2025 from 2,871 in 2024. Similarly, complaints pertaining to ATMs also decreased to 1,839 in 2025, compared to 2,144 recorded in 2024.

With a view to protecting people from fraudulent activities, which are rampant now a days, the Banking Mohtasib Pakistan, Sirajuddin Aziz emphasized upon the banking customers not to disclose their personal and financial credentials to any third person. On receipt of suspicious calls, they should immediately approach the nearest branch of their bank or contact the Helpline of the bank.

Copyright Business Recorder, 2026