KARACHI: The Banking Mohtasib Pakistan (BMP) has provided relief of over Rs1.87 billion to customers by disposing of 36,280 complaints against commercial banks during the calendar year 2025, a statement said.
In 2024, the BMP provided Rs1.65 billion in monetary relief by resolving 27,753 complaints.According to the Banking Mohtasib’s Annual Report for the year 2025, which was 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 centres of the country. At least 2,305 complaints were disposed of and rejected as being incomplete, frivolous or due to a lack of jurisdiction of the Banking Mohtasib.
During the year under review, 35,130 complaints were received, while 13,793 complaints were brought forward from the previous year, the report said.Complaints relating to the banking sector received through the Prime Minister’s Portal totalled 7,342 during the year under review, compared to 7,193 complaints received last year (2024), reflecting a 2.0 per cent increase, while 27,788 complaints were lodged directly with the BMP Office during 2025, showing an increase of 18 per cent compared to 23,409 complaints received in the preceding year (2024).
According to the report, there was an increase of 15 per cent in the total number of complaints received during the year 2025, compared to the previous year (2024). However, a significant improvement (31 per cent increase) was observed in the disposal of complaints, as the pendency of cases was reduced by 8.0 per cent.
There was a massive surge in complaints during the year 2025 due to the increasing use of digital and electronic platforms, as well as the growth in mobile and digital applications.According to the breakup of major complaints, there is a massive increase in the number of complaints relating to internet banking, interbank fund transfers, e-commerce, mobile apps and digital banking, as these have shot up to 5,345 in 2025 from 4,535 in 2024. The number of fraud complaints has also risen to 4,615 in 2025 from 4171 as of last year (2024). The complaints with regard to blockage and dormancy of accounts, etc., have jumped to 4,766 in 2025 from 3,208 in 2024. The complaints regarding service inefficiency and delays, etc., have also gone up to 3,596 in 2025 from 2,673 in 2024.
On the other hand, complaints relating to consumer products (credit/debit cards, personal/auto/agri loans, etc) have gone down to 2,315 in 2025 from 2,871 in 2024. The complaints pertaining to ATMs have also come down to 1,839 in 2025 from 2,144 during the last year (2024).
