Branch Inquiries 051-111-962-962
JazzCash Inquiries 051-111-124-444
Complaint Number & TAT (Turn-Around-Time) is communicated to the complainant and treated as a complaint acknowledgement. A system generated complaint acknowledgement is also sent along with the complaint number.
Customer can inquire the status of his/her submitted complaint from respective complaint lodgment channel.
Complaints reported via E-mail, are received at the Complaint Management Unit (CMU) where:
*Customer Experience Department, Mobilink Microfinance Bank Ltd, 3-A/2, Kaghan Road, F-8 Markaz, Islamabad
All Complaints at Mobilink Bank are assessed fairly, honestly and promptly. They are investigated competently, diligently, transparently, impartially and Customer confidentiality is maintained throughout the process
Within 48 hours of receipt of complaint
Require more than 7 working days for resolution
May be resolved within 7 working days.
Within 7 working days if the complaint is of a minor nature. With fraud related cases the final reply to the complainant must be issued within 30 days of the complaint lodgment.
After 10 working days if the matter requires detailed scrutiny. These complaints may include issues relating to fraud, embezzlement of funds, repayment disputes, etc. These complaint must be resolved within 15 days.
If you are not satisfied with the provided solution of your complaint you may reach out to the State Bank of Pakistan. Contact details are given in the adjacent box:
The Director
Consumer Protection Department - SBP 5th Floor, SBP Main Building, I. I. Chundrigarh Road Karachi
UAN No. 021-111-727-273
Fax No. 021-99221160 & 99221154
Email cpd.helpdesk@sbp.org.pk