Banking Mohtasib got banks to refund Rs 1.2 billion in 2026: how to file a complaint

Rs 1.2 billion back to bank customers

Banks refunded Rs 1.2 billion to customers between 1 January and 30 September 2026 after complaints to the Banking Mohtasib Pakistan, the banking ombudsman said in a statement issued in Karachi, ProPakistani reported on Monday 12 October.

• Complaints received: 33,625, of which 5,927 came through the Prime Minister's Portal.
• Decided in customers' favour: 29,001.
• Refunded: about Rs 1.2 billion.

The pace picked up in the third quarter. The Mohtasib's own website shows 21,392 complaints received by 30 June and about Rs 762.76 million in relief for the first half of the year, so roughly 12,200 complaints and Rs 437 million in refunds were added between July and September alone.

How to file a Banking Mohtasib complaint

1. Keep a record of your complaint to the bank: the complaint number, emails and SMS alerts. The ombudsman's "Procedure of Lodging Complaint" page on its website sets out what must happen before it accepts a case.
2. Lodge the complaint online on the Mohtasib's complaint form. Attach your CNIC, account details, the bank's reply (or proof it did not reply) and statements showing the disputed transaction.
3. Track it with the "Track Complaint" option on the same site.
4. Contact the Karachi secretariat if you need help: 5th Floor, Shaheen Complex, M R Kiyani Road, Karachi, telephone 021-99217334.

Protect your account in the first place

The Mohtasib warned customers not to share account details with anyone, not to click unverified links, and to report suspicious calls to their bank's helpline and to the National Cyber Crime Investigation Agency (NCCIA).

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