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Grievance Handling Mechanism

Complaint Lodgment

At PKIC, we welcome your suggestions and feedback, as we aim to achieve excellence through highest standards of customer services.

If you have any complaints call us at our Contact Centre helpline on 111-611-611 and ask for the Compliance department.

WE ARE HERE TO HELP

  • Write to us and drop your complaint/suggestions in the Complaint Box available at our Head Office.
  • Mail us at: Finance & Trade Centre, 4th Floor, Block – C, Shahrah-e-Faisal, Karachi – 74400 (Pakistan)
  • Email us at: complaints@pkic.com
  • Fax us at: (9221) 35630939, (9221) 35630940

Please provide the following in your communication

  • Company Name
  • Mailing Address & Telephone No. and e-mail
  • Name and designation of the complainant
  • Issue / Complain
  • Supporting Documents

Complaint Lodgment Process

Tentative Turn Around Time (TAT) for handling complaints is within 7 working days and maximum 15 working days. Where complaint requires detailed investigation, final reply is sent within a period not exceeding 30 working days.

Customers’ Right to Approach the Second Forum

If you are unsatisfied with the PKIC’s response, you may escalate your complaint to the State Bank of Pakistan (SBP) through Sunwai.

SBP has developed a portal and mobile application titled “SUNWAI – A Customer Complaint Management Service” to facilitate customers in lodging their complaints with Banks/DFIs/MFBs.
Sunwai can be accessed at: https://sunwai.sbp.org.pk/

Further, customers may also approach the Banking Mohtasib Pakistan, preferably if the resolution provided by the respective Bank / DFI is not satisfactory.

Banking Mohtasib Pakistan
The Banking Mohtasib Pakistan is an independent statutory body that provides an alternative forum for the amicable resolution of disputes between customers and Banks/DFIs/MFBs. Customers must first lodge a written complaint with their respective Bank/DFI. If the matter remains unresolved to their satisfaction, or if no response is provided within 45 days, they may file a complaint with the Banking Mohtasib Pakistan.

Contact Details:
5th Floor, Shaheen Complex, M.R. Kiyani Road, Karachi
Fax: 021-99217375, 99213904
Tel: 021-99217334–38
Email: info@bankingmohtasib.gov.pk
Website: https://www.bankingmohtasib.gov.pk