KARACHI: The Banking Mohtasib has provided relief of over Rs1.87 billion to bank clients by disposing of 36,280 complaints during the calendar year 2025.

In 2024, monetary relief amounting to Rs1.65bn was provided by resolving 27,753 complaints.

According to the Mohtasib’s annual report for 2025, released on Monday, out of 36,280 complaints disposed of during the year, 32,002 were “resolved amicably through reconciliation”, while 1,973 complaints were decided after a record 2,206 formal hearings were held across the country.

At least 2,305 complaints were disposed of or rejected because these were either incomplete, frivolous or because the Mohtasib had no jurisdiction. During the year under review, 35,130 complaints were received, while 13,793 were brought forward from the previous year, according to the annual report.

Mohtasib resolves 36,280 cases in 2025; digital complaints hit 5,345

There was an overall increase of 15 per cent in the total number of complaints received during the year 2025 as compared to the previous year (2024). However, a significant improvement (31 per cent increase) was observed in the disposal of complaints as pendency of cases was reduced by eight per cent.

The report stated there had been a massive increase in the number of complaints related to internet banking, mobile apps and digital banking — from 4,535 in 2024 to 5,345 in 2025.

Complaints about service inefficiency went up to 3,596 from 2,673.

Published in Dawn, May 12th, 2026