Banking complaints surge with digitisation

Amid rapid digitisation and modernisation of banking in Pakistan, the number of complaints lodged by customers has surged, reflecting growing concerns over service quality and fraud. The Banking Mohtasib Pakistan provided monetary relief of Rs882.25 million to customers by resolving 16,006 complaints during the first half of 2025 (January to June). This marks a notable rise from the same period last year, when Rs681.07m was granted through the resolution of 12,568 complaints — an increase of over Rs201m in relief and nearly 3,500 additional cases handled. The complaints continue to pour in, with the Mohtasib’s office receiving 16,915 new complaints in the first six months of 2025, including 3,482 routed through the Prime Minister’s Portal. This compares to 12,568 complaints filed in the same period of 2024.