Complaint Logging Process

Customer Complaints
via Multiple Channels

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.

complaints@mobilinkbank.com

Complaints reported via E-mail, are received at the Complaint Management Unit (CMU) where:

Interim replies are made
Transactional data/details are acquired from complainant
CMU analyzes/evaluates reported instances & routes them to appropriate teams for resolution
Performed action is communicated with a final reply

Upon receipt of a written complaint, the Branch staff logs complaint in the Complaint Management System (CMS) and all efforts are made by the branch staff to provide a resolution. If not resolved at the Branch end, it is routed to CMU for resolution
CMU analyzes/evaluates reported instances & routes them to appropriate teams for resolution
The concerned Department investigates and resolves the complaint within the specified Turn-Around-Time
CMU follows up with the concerned department till resolution and once resolved, reviews the resolution details and if the resolution is satisfactory, informs the customer about the resolution details through the same channel

*Service Quality Department, Mobilink Microfinance Bank Ltd, 3-A/2, Kaghan Road, F-8 Markaz, Islamabad

Upon receipt of a written complaint at the Head office, it is routed to the Service Quality team who then sends it on to the Complaints Management Unit for resolution
CMU analyzes/evaluates reported instances & routes them to appropriate teams for resolution
The concerned Department investigates and resolves the complaint within the specified Turn-Around-Time
CMU follows up with the concerned department till resolution and once resolved, reviews the resolution details and if the resolution is satisfactory, informs the customer about the resolution details through the same channel

Upon receipt of a complaint via Fax at the Head office, it is routed to the Service Quality team who then sends it on to the Complaints Management Unit for resolution
CMU analyzes/evaluates reported instances & routes them to appropriate teams for resolution
The concerned Department investigates and resolves the complaint within the specified Turn-Around-Time
CMU follows up with the concerned department till resolution and once resolved, reviews the resolution details and if the resolution is satisfactory, informs the customer about the resolution details through the same channel

Complaints via the website are directly sent to the Complaint Management Unit for resolution
CMU analyzes/evaluates reported instances & routes them to appropriate teams for resolution
The concerned Department investigates and resolves the complaint within the specified Turn-Around-Time
CMU follows up with the concerned department till resolution and once resolved, reviews the resolution details and if the resolution is satisfactory, informs the customer about the resolution details through the same channel

Complaints received on the WhatsApp Dost App are received by the call center staff and sent on to the Complaint Management Unit for resolution
CMU analyzes/evaluates reported instances & routes them to appropriate teams for resolution
The concerned Department investigates and resolves the complaint within the specified Turn-Around-Time
CMU follows up with the concerned department till resolution and once resolved, reviews the resolution details and if the resolution is satisfactory, informs the customer about the resolution details through the same channel

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

Turn-Around-Times for
Complaint Resolution

Within 48 hours of receipt of complaint

Require more than 7 working days for resolution

May be resolved within 7 working days.

Resolution within 3 working days (non-delivery of statement of account, activation of account, internet banking, cheque book issuance, change of address, etc.)
Resolution within 7 working days (complaint of misbehavior, system malfunction, repayment or settlement disputes, etc.

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.

Dear Customer,

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

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