At Bank Alfalah, we are committed to the highest standards of service, care and ethical conduct. We look forward to your feedback on any of our products or services. Your complaints and suggestions will help us to serve you better. You can contact us in the following ways:
From within Pakistan dial: + 21 111-225-111 or + 42 111-225-111
From outside Pakistan dial: + 92 21 111-225-111 or + 92 42 111-225-111
For card authorisation: 042 111-225-786
You can drop your letter or complaint form in Bank Alfalah’s drop box available at our Branches, Consumer Finance Centers and ATM area.
The Manager
Complaint Management Unit,
Bank Alfalah Ltd.,Plot No. 80, 10th Comm. Street,
Phase IV, D.H.A.,Karachi, Pakistan
contactus@bankalfalah.com
021-35319818
Click here to lodge your complaint online
Click here to download the complaint form
Click here to see the Complaint Handling mechanism of Bank Alfalah.
You can also meet with our representatives at Consumer Finance Centers for Credit Card, Personal, Auto & Home Loan queries. Please click here to view the complete list of centers.
Visit any Bank Alfalah branch near you or use our branch locator to locate a branch of your convenience.
We will acknowledge your complaint within 48 hours of receipt and will respond to you within 10 working days. However, if the nature of your complaint requires further investigation, we will apprise you of the time required for a full response.
Please contact the following for queries related to:
Mr. Muhammad Khalid Anwaar Khan
E-mail: atmcapturedcardscfg@bankalfalah.com
Fax Number: (+92 42) 35888610
Address: Consumer Finance Center, 23-H, Gulberg II, Lahore
Mr. Faraz Ahmed Nasim
E-mail: atmsettlementunit@bankalfalah.com
E-mail: syed.fahim@bankalfalah.com
Address: 9th Floor, Fakhri Trade Centre, Shahr-e-Liaquat (Frere Road) Karachi
Our aim is to address your concerns in a fair, transparent and efficient manner; if you feel our provided resolution on your complaint is not fair or up to your satisfaction you may approach the bank again for reconsideration. However, if our final stance on your complaint is still not justifiable, then you may approach the following independent avenues to escalate your concerns to:
In its endeavor to address banking customers regarding their complaints, SBP has setup Banking Conduct & Consumer Protection Department Helpdesk. The customers may approach preferably, Banking Mohtasib Pakistan if the provided resolution on a complaint by the respective bank is not up to the satisfaction.
However, the customers may also contact State Bank of Pakistan for the complaints which do not come under the ambit of Banking Mohtasib Pakistan.
This is an independent statutory body working as an alternate forum for amicable resolution of disputes between customer and banks. In order to approach Banking Mohtasib Pakistan customers are first required to approach their respective bank in writing, further to which if the bank does not resolve the issue up to the satisfaction of a customer or there is no response provided within 45 days, then a complaint may be filed with the Banking Mohtasib Pakistan.
E-mail: cpd.helpdesk@sbp.org.pk
Address: 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
Email: info@bankingmohtasib.gov.pk
Address: Banking Mohtasib Pakistan, Shaheen Complex 5th floor, M R Kiyani Road, Karachi.
Telephone: (+92 21) 99217334-38 (5 lines)
Fax: (+92 21) 99217375
For further details, please refer to: www.bankingmohtasib.gov.pk/complaints.php
