The Banking Mohtasib Pakistan (BMP) provided financial relief of more than Rs. 1.87 billion (Rs. 187 crore) to banking customers in 2025 after resolving thousands of complaints against commercial banks across the country.
According to the Banking Mohtasib’s Annual Report 2025, a total of 36,280 complaints were resolved during the year, compared to 27,753 complaints settled in 2024. Financial relief also increased from Rs. 1.65 billion in 2024 to over Rs. 1.87 billion in 2025.
Out of the total complaints resolved in 2025:
- 32,002 complaints were settled amicably through reconciliation between banks and customers.
- 1,973 complaints were decided after 2,206 formal hearings held at different centres across Pakistan.
- 2,305 complaints were rejected or closed because they were incomplete, frivolous, or outside the jurisdiction of the Banking Mohtasib.
The report revealed that the BMP received 35,130 new complaints during 2025, while 13,793 cases were carried forward from the previous year.
Complaints Through PM Portal Increase
Banking-related complaints submitted through the Prime Minister’s Portal reached 7,342 in 2025, slightly higher than 7,193 complaints recorded in 2024.
Meanwhile, direct complaints filed with Banking Mohtasib offices increased sharply to 27,788 in 2025, compared to 23,409 complaints in the previous year, showing an 18 percent rise.
Overall, banking complaints increased by 15 percent during 2025. However, the disposal rate improved significantly, with resolved cases rising by 31 percent, while pending cases declined by 8 percent.
Digital Banking Behind Rising Complaints
The Banking Mohtasib said the growing use of digital banking services, mobile banking apps, online transactions, and electronic financial platforms was a major reason behind the increase in complaints.
The institution also advised customers to remain cautious against online fraud and avoid sharing personal or financial information with unknown individuals.
