You can complaint to us via above mentioned channels. We will acknowledge your complaint within 48 hours of receipt and will revert after concluding investigation with the final response within 5 working days. However, if the nature of your complaint requires further investigation, we will apprise you of the time required for a full response.
Click here to download the complaint form and get comprehensive details on complaint handling.
Our aim is to address your concerns in a fair, transparent and efficient manner; if you feel our provided resolution on your complaint is not fair or up to your satisfaction you may approach the bank again for reconsideration. However, if our final stance on your complaint is still not justifiable, then you may approach the following independent avenues to escalate your concerns.
In case you have any grievance with us then you may write a letter to Manager, Complaint Management Unit, Bank Alfalah Ltd.6th Floor, State Life (SLICO) Building, I.I Chundrigar Road, Karachi, Pakistan.
You can also meet with our representatives at Consumer Finance Centers for Credit Card, Personal, Auto & Home Loan queries. Please Click here to view the complete list of centers.
In its endeavor to address banking customers regarding their complaints, SBP has developed a Portal and Mobile App namely ‘SUNWAI- a customer complaint management service’ with an aim to facilitate customers in the lodgment of their complaints with the Banks/DFIs/MFBs
Sunwai can be accessed at https://sunwai.sbp.org.pk/
Further, the customers may approach preferably, Banking Mohtasib Pakistan if the provided resolution on a complaint by the respective bank is not up to the satisfaction. However, the customers may also contact State Bank of Pakistan. For further details, please Click here
For the complaints related to home remittance payments ; please contact PRI ( Pakistan Remittance Initaivies) via following numbers and email address.
Contact Number: +9221-111-727-774
Email: complaints@pri.gov.pk
Banking Mohtasib Pakistan
This is an independent statutory body working as an alternate forum for amicable resolution of disputes between customer and banks. In order to approach Banking Mohtasib Pakistan customers are first required to approach their respective bank in writing, further to which if the bank does not resolve the issue up to the satisfaction of a customer or there is no response provided within 45 days, then a complaint may be filed with the Banking Mohtasib Pakistan.
For further details, please Click here
Retail
(+92 21) 111-225-111Alfa
(+92 42) 111-225-224Premier Banking
(+92 21) 111-225-226American Express
(+92 42) 111-226-111Platinum Helpline
0800-22225Branchless Banking
(+92 21) 111-225-229BISP
(+92 42) 111-427-111Authorization
(+92 42) 111-225-786Mr. Qaiser Nisar
Mr. Faraz Ahmed Nasim
Mr. Qaiser Nisar
Complaint Management
Inam-ul-Haq Senior Officer
Complaint Management Unit