Complaint Lodgement Process

At MCB Islamic Bank Limited, our customers are extremely important to us. We welcome your views as we are continuously looking at opportunities to improve the delivery of our services. Whether it is a suggestion on how we can serve you better or a complaint, we would like to hear from you through one of the following channels. You can also download our Complaint Lodgement Process Flyer.

COMPLAINT LOGGING CHANNELS
MCB ISLAMIC BANK PHONE BANKING 042-111-222-642
FAX NUMBER +92-21-34972150
EMAIL [email protected]
WEBSITE www.mcbislamicbank.com to lodge online complaint/suggestion
MOBILE APP https://www.mcbislamicbank.com/personal/digital-banking/mobile-apps/
INTERNET BANKING https://online.mcbislamicbank.com/mib
SOCIAL MEDIA CHANNELS
  1. www.facebook.com/MCBIslamicBankLTD
  2. www.linkedin.com/company/MCBIslamicBank
  3. www.instagram.com/MCBIslamicBank/
  4. www.twitter.com/MCBIslamicBank
BRANCHES Share details of your complaint/suggestion through complaint/suggestion form which are already
available in branches and drop it in the complaint drop box available at all MCB Islamic Bank branches and ATMs
across Pakistan.
WRITTEN COMPLAINT Customer may send written complaint on the following address at
MCB Islamic Bank:
Service Quality Department, Complaint Management Unit,
2nd floor Plot # LM-10, Block 10-A,
Gulshan-e-Iqbal Main Rashid Minhas Road, Karachi.
DETAILS TO INCLUDE IN YOUR COMPLAINT
  • Name
  • Relevant Documents
  • Mailing Address
  • Contact Number
  • Account Number/CNIC
COMPLAINT MANAGEMENT PROCESS
TIMELINE FOR COMPLAINT RESOLUTION
Acknowledgement Within 48 hours of the receipt of the complaint. In case the complaint is received after working hours, the acknowledgment shall be sent on the following working day.
Interim Reply After 10 working days in case the matter requires detailed scrutiny.
Final Resolution Within 7 working days if the complaint is of minor nature and does not require detailed investigation.In any case the complaint must be disposed of within 15 working days. However, in fraud related cases the final reply to the complainant must be issued within 30 working days from the lodgment of the complaint.
FOR UNSETTLED COMPLAINTS

If still not satisfied with the resolution of your complaint or your concern is treated unfairly and inefficiently with the service, you may approach the Head of Service Quality at [email protected].

Moreover, if you feel your complaint has been treated with injustice and you are not satisfied with how we handled your complaint or for complaints which remain unattended/unresolved beyond the defined timeline mentioned above, you may then approach directly the State Bank of Pakistan and Banking Mohtasib Pakistan on below mentioned details.

‘Sunwai’ provides customers with a platform to register and track complaints seamlessly.

How to Access Sunwai

The portal is easily accessible through web browsers and mobile applications, available on both Android and iOS platforms.

https://sunwai.sbp.org.pk/about-us.html

SBP CONTACT DETAILS
[email protected]
The Director, Banking Conduct & Consumer
Protection Department, State Bank of Pakistan,
I.I. Chundrigar Road,Karachi, Pakistan.
UAN: (+92 21) 111- 727- 273
Fax: (+92 21) 99221160 & 99221154
For further details, please refer to:
www.sbp.org.pk/cpd/cpd-help.asp

BANKING MOHTASIB PAKISTAN CONTACT DETAILS
[email protected]
Banking Mohtasib Pakistan, Shaheen
Complex, 5th Floor, M. R .Kiyani Road, Karachi.
(+92 21) 99217334-38 (5 lines)
Fax: (+92 21) 99217375
For further details, please refer to:
www.bankingmohtasib.gov.pk/complaints.php

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