Islamabad, The State Bank of Pakistan (SBP) has launched a new service portal and app named ‘Sunwai’, aimed at enhancing the efficiency and fairness in handling customer complaints within the banking sector. This initiative is part of SBP’s continuous efforts to address issues faced by banking customers in lodging complaints.

According to State Bank of Pakistan, ‘Sunwai’ functions as a one-stop solution for banking customers to register complaints against Banks, Microfinance Banks (MFBs), and Development Financial Institutions (DFIs) operating in Pakistan. It allows customers to lodge complaints related to any banking product or service, including Roshan Digital Accounts (RDA). The service is accessible via both web browsers and mobile applications on Android and iOS platforms. Users can file complaints in either English or Urdu at their convenience.

Each complaint submitted through ‘Sunwai’ is assigned a unique tracking number, which is communicated to the user via SMS and email. SBP has directed banks to ensure the prompt and fair resolution of these complaints within the prescribed turnaround times (TATs).

The launch of this customer complaint service portal and app is a significant step towards reinforcing consumer confidence in Pakistan’s banking industry. It provides an accessible and efficient platform for addressing customer grievances, thereby promoting transparency and accountability in banking operations.