The Banking Mohtasib Pakistan (BMP) provided relief of more than Rs1.87 billion to banking customers in 2025 by resolving 36,280 complaints against commercial banks, according to its latest annual report. In comparison, the institution had delivered Rs1.65 billion in relief in 2024 after disposing of 27,753 complaints, reflecting an increase of around 13.3% in monetary relief.

The report stated that out of the total complaints disposed of during 2025, 32,002 were settled through mutual reconciliation, while 1,973 were decided after 2,206 formal hearings conducted across different centres in the country. Another 2,305 complaints were closed due to being incomplete, frivolous, or outside the jurisdiction of the Banking Mohtasib. During the year, 35,130 new complaints were received, along with 13,793 cases carried forward from the previous year.

Complaints submitted through the Prime Minister’s Portal reached 7,342 in 2025 compared to 7,193 in the previous year, showing a 2% increase, while 27,788 complaints were directly filed with the BMP office, an 18% rise from 23,409 in 2024. Overall, total complaints increased by 15%, while disposal improved significantly by 31%, with a reduction of 8% in pending cases. The report linked the rise in complaints to the growing use of digital banking platforms, mobile applications, and online financial services.

According to the breakdown, complaints related to internet banking, IBFT, e-commerce, mobile apps and digital services rose to 5,345 in 2025 from 4,535 in 2024. Fraud-related complaints also increased to 4,615 from 4,171, while cases involving account blockage and dormancy jumped to 4,766 from 3,208. Service inefficiency and delays rose to 3,596 compared to 2,673 last year. On the other hand, complaints related to credit and debit cards, personal, auto and agricultural loans declined to 2,315 from 2,871, while ATM-related complaints dropped to 1,839 from 2,144.

Banking Mohtasib Sirajuddin Aziz urged customers to remain vigilant against fraud and avoid sharing personal or financial information with unknown callers or messages, advising them to immediately contact their bank or helpline in case of suspicious activity.