Beruflich Dokumente
Kultur Dokumente
2014
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01
Its a matter of immense pleasure and pride for me and for my team of Advisors and Managers that in the
outgoing year most of the complaints received in the office of the Banking Mohtasib were settled through
an amicable resolution after hearing and conferring with the parties to the dispute. This is an indicator of
the evolution of a new emerging trend which requires us to dedicate towards complaint resolution an
enhanced human resource having better inter personal skills to achieve conciliatory resolutions of
disputes. Adversarial hearings and adjudications are thereby reduced to the minimum levels possible. My
colleagues deserve appreciation for handling and resolving higher volume of informal complaints than
heretofore in the previous years.
I am also happy to share that we were able to overcome our lingering challenges by upgrading our internal
IT systems called the Banking Ombudsman Complaint Tracking System (BOCTS) on target and bringing in
better human resource to operate it effectively. All these measures will go a long way in making our
services much more compatible with potential demand of our stakeholders i.e. the Customers and the
Banking Industry.
Dealing with a formal complaint requires a triangular exercise between the complainant, the bank and the
adjudicator and requiring responses from each for an expeditious decision. Although we strive to offer a
speedy resolution of customers grievances it is not always possible to do so owing to complexities in some
cases of the facts, the law, and statutory rules involved. In such cases we ensure that complainants are kept
informed of progress by all available means including telephone and emails. Satisfaction of the
complainant is of prime importance for us and we strive hard to achieve that end.
We all live and operate in challenging and demanding times. An Institution like ours has to be capable of
rising to those expectations while respecting due process and without compromising quality of work. As
such let me reassure that we as an institution would continue to strive hard to continue to work with
higher commitment to achieve our mission to resolve disputes between consumers and banks with free
of cost and speedy solutions while relentlessly guarding our principles of impartiality, fairness, compassion
and transparency, without taking sides.
ANISUL HASSNAIN
Banking Mohtasib Pakistan
Year
2005 *
2006
2007
2008
2009
2010
2011
2012
2013
2014
Total
Formal Complaints
594
1,005
1,580
1,390
1,608
1,047
896
972
1,091
937
11,120
Informal Complaints
250
900
2,029
2,544
1,615
2,138
2,726
3,026
3,147
3,569
21,944
Total
844
1905
3609
3934
3223
3185
3622
3998
4238
4506
33064
Month
January
February
March
April
May
June
July
August
September
October
November
December
Total
2014
86
57
77
74
93
51
67
74
97
72
82
107
937
2013
83
74
78
103
102
96
114
101
102
58
91
89
1091
# of Complaints
Punjab
586
Punjab (North/ Central)
316
Punjab (South)
89
Lahore
181
Sindh
279
Karachi
193
Sindh (other than Karachi)
86
Baluchistan
20
Khyber Pakhtunkhwa
46
Azad Kashmir
6
Total
937
Region
Province/Region
Punjab
Sindh
Khyber Pakhtunkhwa
Balochistan
Azad Kashmir
Gilgit Baltistan
Total
No. of Branches
6633
2916
1157
378
451
57
11592
%
57.22
25.16
9.98
3.26
3.89
0.49
Year
2005 (8 months)
2006
2007
2008 *
2009
2010
2011
2012 **
2013
2014
Total
Total
Amicably Resolved
Complaints
through
Resolved
Reconciliation
225
223
665
613
772
709
337
290
1,776
1,714
916
822
823
684
327
301
1,637
1,514
904
783
8,382
7,653
Orders
Passed
2
52
63
47
62
94
139
26
123
121
729
138
937
Total
1075
Orders issued
121
783
Complaints rejected
26
Total
930
145
Status
Granted
Declined
Rejected
Outstanding
Total
2014
494
272
26
145
937
2013
490
443
24
134
1091
2014 2013
10
3
7
6
5
4
1
0
1
2
1
2
1
1
0
1
0
1
0
4
26
24
S. No
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
Bank
Albaraka Bank (Pakistan) Limited
Allied Bank Limited
Askari Bank Limited
Bank Al Habib Limited
Bank Alfalah Limited
Bank Islami Pakistan Limited
Barclays Bank Plc
Burj Bank Limited
* Citibank N.A.
Deutsche Bank Ag
Dubai Islamic Bank Pakistan Limited
Faysal Bank Limited
First Women Bank Limited
Habib Bank Limited
Habib Metropolitan Bank Limted
HSBC Bank Middle East Limited
JS Bank Limited
KASB Bank Limited
MCB Bank Limited
Meezan Bank Limited
National Bank of Pakistan
NIB Bank Limited
Samba Bank Limited
Silk Bank Limited
SME Bank Limited
Soneri Bank Limited
Standard Chartered Bank (Pakistan) Limited
Summit Bank Limited
The Bank of Punjab
The Punjab Provincial Cooperative Bank Limited
United Bank Limited
Zarai Taraqiati Bank Limited
Institutions other than banks
Total
1
2
3
4
5
6
Total
Complaints
5
43
12
12
58
6
2
6
4
1
7
49
2
164
7
5
4
7
89
12
165
17
1
10
1
3
65
3
24
3
144
4
2
937
No. of
Branches
135
998
267
462
637
213
7
75
3
3
175
275
41
1596
240
10
238
104
1222
418
1354
171
28
88
13
246
116
188
364
152
1337
416
11592
Complaints
per Branch
0.04
0.04
0.04
0.03
0.09
0.03
0.29
0.08
1.33
0.33
0.04
0.18
0.05
0.1
0.03
0.5
0.02
0.07
0.07
0.03
0.12
0.1
0.04
0.11
0.08
0.01
0.56
0.02
0.07
0.02
0.11
0.01
-
S. No
Bank
0
2
0
0
0
0
0
0
0
0
0
1
0
7
0
0
0
0
7
1
3
0
0
0
0
0
0
1
21
6
10
27
1
0
2
1
0
5
19
1
55
7
4
2
3
30
5
33
5
1
1
1
0
2
4
24
11
3
31
4
0
2
3
1
1
31
1
107
0
1
3
7
48
4
118
10
0
11
0
1
1
Amount
claimed (Rs.)
1,095,000
9,884,932
5,670,764
50,911,426
1,542,822
890,000
0
100,000
4,006,472
1,294,985
4,456,000
2,398,677
0
14,183,035
0
1,988,000
141,530
3,471,250
11,819,307
796,735
8,512,460
2,430,550
0
2,064,406
0
12,504
5,000
22
39
9,882,116
9,382,118
0
3
4
8
2
9
10,000
367,750
10,000
367,636
0
9
1
0
0
26
46
4
1
329
92
3
1
575
22,245,660
1,363,648
0
161,545,029
17,688,192
1,363,648
0
134,145,760
6
Albaraka Bank (Pakistan) Ltd
53
Allied Bank Limited
17
Askari Bank Limited
13
Bank Al Habib Limited
69
Bank Alfalah Limited
6
Bank Islami Pakistan Limited
2
Barclays Bank Plc
6
Burj Bank Limited
4
*Citibank N.A.
1
Deutsche Bank Ag
8
Dubai Islamic Bank Pakistan Ltd
53
Faysal Bank Limited
2
First Women Bank Limited
192
Habib Bank Limited
7
Habib Metropolitan Bank Ltd.
5
HSBC Bank Middle East Limited
5
JS Bank Limited
11
KASB Bank Limited
102
MCB Bank Limited
14
Meezan Bank Limited
176
National Bank of Pakistan
20
NIB Bank Limited
1
Samba Bank Limited
13
Silk Bank Limited
1
Sindh Bank
1
SME Bank Limited
3
Soneri Bank Limited
Standard Chartered Bank
69
(Pakistan) Limited
6
Summit Bank Limited
29
The Bank of Punjab
The Punjab Provincial
3
Cooperative Bank Limited
168
United Bank Limited
7
Zarai Taraqiati Bank Limited
2
Institutions other than banks
1075
Total
Amount
Outstanding
granted (Rs.) (31-12-2014)
1,095,000
1
9,859,966
6
5,406,764
0
30,608,426
0
1,539,573
11
890,000
1
0
2
100,000
2
4,002,920
0
1,294,985
0
3,500,000
2
2,330,823
2
0
0
13,728,350
23
0
0
1,988,000
0
141,530
0
3,471,250
1
11,814,351
17
796,735
4
8,259,838
22
2,430,550
5
0
0
2,064,842
1
0
0
5,263
0
5,000
0
29
0
0
145
S. No.
Categories
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
2014
2013
No. of Complaints No. of Complaints
1040
939
1040
660
810
801
750
988
317
276
125
126
109
170
97
86
79
40
60
66
23
22
22
37
16
11
7
1
3
3
5
10
3
2
4506
4238
S. No.
Credit Cards
480
596
Consumer Loans
166
228
Auto Loans
104
164
750
988
Total
S. No.
Categories
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
ATMs
Consumer Products
Services inefficiency/ Delays/ Others
Advances, Loans and Deposits
Frauds
Corruption or Malafide Practice
Lockers
Zakat Deduction
Gross Dereliction of Duty
Service Rules
Others
Utility Bills
Foreign Currency account
Exporters/ Importers
Lost Cheques
Breach of Confidentiality
Total
2014
2013
No. of Complaints No. of Complaints
261
250
228
288
148
230
134
132
105
124
17
3
14
21
8
9
7
14
4
7
2
2
1
5
3
3
3
2
1
1
1
0
937
1091
S. No.
2014 2013
Credit Cards
128
174
Consumer Loans
58
62
Auto Loans
42
52
228
288
Total
No. of Days
No. of Complaints %
1-30 days
338
31
30-60 days
299
28
60-90 days
142
13
More than 90 days
151
14
Outstanding
145
14
Total
1075
100
Images 2014
Conference on Networking of Ombudsmen in OIC Member States
Participants of Conference on Networking of Ombudsmen in the OIC Member States held at Islamabad
38
39
Banking Mohtasib with his team of Senior Advisors, Advisors and Office staff
41
Banking Mohtasib chairing the weekly meeting with Sr. Advisors/ Advisors
42
43
From Left to Right: Mr. Yasir Aziz (Office Boy), Mr. Muhammad Khalid Farooq (Regional Manager),
Mr. Saleem Akhtar (Sr. Legal Advisor II) & Mr. F. M. Sultan (Deputy Manager)
From Left to Right (Sitting): Mr. Khalid Maqsood Ahmed (Regional Manager), Mr. Tariq Mahmood (Deputy Manager)
Standing: Mr. Asif Ali (Office Boy), Mr. Maqsood Ahmed (Assistant Manager)
44
From Left to Right: Mr. Rehmatullah (Deputy Manager), Mr. Liaqat Ali Khan (Regional Manager),
Mr. Ishrat Khan (Office Boy)
From Left to Right: Mr. Ejaz Ahmed (Deputy Manager), Mr. Abdul Khaliq Nagi (Regional Manager),
Mr. Faizul Rasool (Office Boy)
From Left to Right: Mr. Zainul Abdin (Office Boy), Mr. Muhammad Shafaqat Ali (Regional Manager)
45
Staff Member of Banking Mohtasib Pakistan Karachi Secretariat with Mr Anisul Hassnain, Banking
Mohtasib at the Annual Brunch arranged on completion of nine years of the Institution.
To bid farewell to Mr. Bilal Zahid and Ms. Muniza Ahmed, bouquet presented to them by the Banking
Mohtasib on the occasion of Annual Get to Gather of the staff at the brunch party
Banking Mohtasib awarding Letter of Appreciation to Mr. Ishtiaq Ali, Sr. Manager HR & Admin and Mr.
Farman Ali Fazal Bhai, Sr. Manager Finance during the year for their valuable services.
46
47
Banking Mohtasib awarding Cash Reward to Mr. Muhammad Imran & Ms. Naseema Yousuf, Assistant
Managers during the year for their valuable services.
Mst. Nabila Shafiq (Widow) giving Letter of Thanks to Banking Mohtasib, Mr. Anisul Hassnain on
settlement of her sons claim of Rs. 865,000/-
48
49
Saleem Akhtar
50
Anwer A Chaudhry
Farhat Saeed
Senior Advisor
Senior Advisor
S. Faheemuddin Ahmed
Senior Advisor
51
Mushtaq Ahmed
Advisor
Advisor
Nazimuddin Siddiqui
Advisor
52
Shahida Syed
Advisor
Advisor
Shams Qadri
Talat Munir
Advisor
Advisor
DM
DM
AM
Lahore
RM
R'Pindi
RM
10
DM
Peshawar
RM
R i l Offices
Offi
Regional
DM
Multan
RM
DM
Quetta
RM
Sr. Manager HR
& Admin - 8
SECRETARY
UNIT-1
AM
P t l
Protocol
DM
AM 3
DM
AM 4
Manager Investigation
Deputy Manager
Assistant Manager
Office Boy
MI
DM
OB
AM
Regional Manager
LEGENDS
AM - Fin 1
Sr. Manager
Finance - 10
Sr. Legal
Advisor 1
RM
DM-IT 2
Sr. Manager IT 9
Sr. Advisor
TOTAL:
NQ/Mali
S.Work
OB RO's
OB Khi
Driver
Desp/Rider
BPS 2 to 5
Employees
DM
MI
19
5
2
1
UNIT-4
AM
Advisor- 3
(Karachi 1)
4
2
UNIT-1
1 MI
Advisor-2
AM
DM
MI
6 AM
5 DM
AM
DM
MI
Sr. Advisor
UNIT-4
8 AM
Advisor - 6
PSO to BM
Advisor- 5
(Punjab
Lower)
4 MI
Advisor- 4
(Karachi
2)
Sr. Advisor
UNIT-3
DM
MI
Advisor- 1
Sr. Advisor
UNIT-2
Total
Manager Comp
ORGANIZATION CHART
DM
MI
Advisor- 7
53
Annual Report 2014
Contact Details
BMP Regional Offices are located in Quetta, Peshawar, Lahore, Rawalpindi, and Multan.
However, the complaint-handling process has been centralized at BMP Karachi Secretariat
and all complaints are received there.
Details including complaint filing procedure, printable complaint form, and FAQs are also
available at our website . Addresses and contact numbers of all our offices are given below:
Karachi Office
Telephone: 042-99210444
Fax: 042-99210421
Telephone: 051-9273252
Fax: 051-9273253
Telephone: 091-9213438
Fax: 091-9213439
Telephone: 081-9203144
Fax: 081-9203145
Telephone: 061-9201482
Fax: 061-9201481
Our Aim
To resolve all disputes amicably
through an informal and friendly
process of reconciliation rather than
a formal adversarial procedure.
We do not take sides.