SBP Launches App For Customers’ Complaints

Web Desk — To strengthen the banking sector’s efficiency and fairness in complaints handling and to address customer issues, the State Bank of Pakistan (SBP) has launched ‘Sunwai’ – a customer complaint service portal and app.

According to the central bank’s press release, ‘Sunwai’ will serve as a one-window operation for banking customers to register their complaints against Banks, Microfinance Banks (MFBs), and Development Financial Institutions (DFIs) operating in Pakistan.

Customers can now register complaints related to any banking product or service, including Roshan Digital Accounts (RDA) through Sunwai, accessible through a web browser as well as through the mobile application, both at Android and iOS. Registered users will be able to lodge complaints in either English or Urdu.

Each complaint will have a unique tracking number to be communicated to users via SMS and email.

The SBP has already directed banks to ensure prompt and fair resolution of complaints well within turnaround times (TATs).

It is expected that the customer complaint service portal and app will contribute significantly towards strengthening consumer trust in the banking industry.