TOUCHPOINTS

YOU CAN CONTACT US FOR COMPLAINTS AND QUERIES INCLUDING, BUT NOT LIMITED TO:

1. Request to block Debit Card or Credit Card, report lost or stolen card etc.
2. Dispute or a fraud report (ATM cash withdrawal dispute, IBFT dispute, any other report of unauthorized activity or transaction in your account)
3. Service Requests (Card activation, credit card personal details update, e.g. mailing address, contact number and email address, credit card statement request, new debit card request etc.)
4. Account inquires (account status, account balance etc.)
5. Transaction Authorization Concerns.

For blocking of card, lodging a dispute, service request processing, or an account inquiry, please be advised that the Bank can only process these instructions after customer authentication.

PROCEDURE TO LODGE A COMPLAINT

While sending your feedback or lodging a complaint, please make sure to provide the following information:

• Name
• Mailing Address & Contact Number
• CNIC Number
• Account Number
• Brief Description
• Supporting Documents, if any

A complaint/dispute tracking number will be provided through SMS/Email/Letter.

You should expect to receive:

• Acknowledgement of the Complaint within 48 hours
• An interim response after 10 working days, in case your complaint requires further investigation.
• Intimation of the complaint resolution within 3, 7 to 15 working days of the lodgement (depending on the nature of the complaint).
• For Fraud related Complaints, the final response to the complainant will be made within 30 working days.
• For international transactions/disputes Turnaround Times (TAT’s) of the relevant vendor/entity/association will be followed.

WRITE TO US FOR COMPLAINTS (INCLUDING eCIB)

Head Complaint Resolution Unit,
Block A, Greens, Emporium Mall, Block A Gulberg, Islamabad

FOR ESCALATION TO REGULATORY

Sunwai – Customer Complaint Portal

https://sunwai.sbp.org.pk/