At one time or another all of us have come in contact with a bank. And in most cases the service has been average or above average which means it was acceptable to us as customers. But every now and then there is an instance where a banking institution treats its customers like crap and does everything that is not to be done with regards to customer service.
I recently had a similar experience at Askari Islamic Bank in Lahore where I have an account. I was shouted out from the bank by the employees who refused to listen to me and instead told me to get out as they did not want to help me out. I am certain other people have gone through horrible experiences with other banks just like I did with Askari Islamic Bank. So what does a consumer do after something like this happens? What do you do when the bank which has your money turns on you?
This is exactly what I am attempting to answer in this post i.e. what to do what your financial institution does something like this to you. The first step is to get in touch with the Complains Office of that Bank. The Complaints Office is based at the financial institution’s HQ. Call them directly and ask the procedure to submit a written complaint. This would involve writing an email to a concerned person at that department with your account number and branch details. Make sure that the email address is of a person and not of a department and incase they give you a department email; insist on person’s email address. Make sure that the written complaint includes the phrase ‘if the bank does not solve this complaint in 45 days, as per the rules of the banking mohtassib’s office I will forward my complaint to them’. This line is crucial as without mentioning this, your complaint will not be entertained by the banking mohtassib.
Next call any one of the following numbers:
· 021- 99218147
· 021- 99218148
· 021- 99218149
These are numbers for the Consumer Protection Department (CPD) at the State Bank of Pakistan. Call them up and make your complain to them. Make sure that you give the specifics of what you are complaining about and your bank account number and branch details. They will ask you to submit a written complaint which you can do so by sending an email on cpd.helpdesk@sbp.org.pk
Once you are done doing this. Print out a copy of your email to the CPD as well as the email you wrote to the Bank’s Complaints Office. Write a new letter addressed to the CEO of your bank. Explain to the CEO what happened and why you are complaining; attach both the emails you wrote earlier as proof of you taking action. Contact details of all CEOs of banks operating in Pakistan are available at http://www.sbp.org.pk/f_links/index.asp
As customers it is our duty to report these instances as in most cases people never actually report misconduct and choose to simply change their bank. Taking action is easy and I hope this information would simplify this process for anyone who is interested in doing so. I know a lot of people who are sick of the way their banks treat them and over charge them, well all of them can use this mechanism and get some relief.
