The Banking Mohtasib Pakistan (BMP) provided monetary relief exceeding Rs. 1.87 billion (PKR 187 crore) to banking customers by resolving 36,280 complaints against commercial banks during 2025.
For comparison, the institution granted relief worth Rs. 1.65 billion in 2024 after resolving 27,753 complaints.
According to the Banking Mohtasib’s Annual Report 2025, released on Monday, out of the 36,280 complaints disposed of during the year:
- 32,002 complaints were resolved amicably through reconciliation,
- 1,973 complaints were decided following a record 2,206 formal hearings held across various centres nationwide, and
- 2,305 complaints were rejected or disposed of due to being incomplete, frivolous, or outside the Mohtasib’s jurisdiction.
During the year under review, the BMP received 35,130 new complaints, while 13,793 cases were carried forward from the previous year.
Complaints Received via PM Portal
Complaints related to the banking sector received through the Prime Minister’s Portal totalled 7,342 in 2025, compared to 7,193 complaints in 2024, an increase of around 2 percent.
Meanwhile, 27,788 complaints were filed directly with BMP offices in 2025, marking an 18 percent rise compared to 23,409 complaints received the previous year.
Overall, total complaints increased by 15 percent in 2025 compared to 2024. However, complaint disposal improved significantly, rising 31 percent, while case pendency declined by 8 percent.
The report attributed the surge in complaints primarily to the expanding use of digital banking platforms, mobile applications, and electronic financial services.
