Annual Report

2014

The tenth Annual Report

of
Banking Mohtasib Pakistan
for the year ended
31 December 2014
submitted to the
Governor, State Bank of Pakistan,
under Section 82G of the
Banking Companies Ordinance, 1962.

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01

Annual Report 2014

From the Desk of Banking Mohtasib

Its a matter of immense pleasure and pride for me and for my team of Advisors and Managers that in the
outgoing year most of the complaints received in the office of the Banking Mohtasib were settled through
an amicable resolution after hearing and conferring with the parties to the dispute. This is an indicator of
the evolution of a new emerging trend which requires us to dedicate towards complaint resolution an
enhanced human resource having better inter personal skills to achieve conciliatory resolutions of
disputes. Adversarial hearings and adjudications are thereby reduced to the minimum levels possible. My
colleagues deserve appreciation for handling and resolving higher volume of informal complaints than
heretofore in the previous years.
I am also happy to share that we were able to overcome our lingering challenges by upgrading our internal
IT systems called the Banking Ombudsman Complaint Tracking System (BOCTS) on target and bringing in
better human resource to operate it effectively. All these measures will go a long way in making our
services much more compatible with potential demand of our stakeholders i.e. the Customers and the
Banking Industry.
Dealing with a formal complaint requires a triangular exercise between the complainant, the bank and the
adjudicator and requiring responses from each for an expeditious decision. Although we strive to offer a
speedy resolution of customers grievances it is not always possible to do so owing to complexities in some
cases of the facts, the law, and statutory rules involved. In such cases we ensure that complainants are kept
informed of progress by all available means including telephone and emails. Satisfaction of the
complainant is of prime importance for us and we strive hard to achieve that end.
We all live and operate in challenging and demanding times. An Institution like ours has to be capable of
rising to those expectations while respecting due process and without compromising quality of work. As
such let me reassure that we as an institution would continue to strive hard to continue to work with
higher commitment to achieve our mission to resolve disputes between consumers and banks with free
of cost and speedy solutions while relentlessly guarding our principles of impartiality, fairness, compassion
and transparency, without taking sides.

ANISUL HASSNAIN
Banking Mohtasib Pakistan

Year
2005 *
2006
2007
2008
2009
2010
2011
2012
2013
2014
Total

Formal Complaints
594
1,005
1,580
1,390
1,608
1,047
896
972
1,091
937
11,120

Informal Complaints
250
900
2,029
2,544
1,615
2,138
2,726
3,026
3,147
3,569
21,944

Total
844
1905
3609
3934
3223
3185
3622
3998
4238
4506
33064

Month
January
February
March
April
May
June
July
August
September
October
November
December
Total

2014
86
57
77
74
93
51
67
74
97
72
82
107
937

2013
83
74
78
103
102
96
114
101
102
58
91
89
1091

# of Complaints
Punjab
586
Punjab (North/ Central)
316
Punjab (South)
89
Lahore
181
Sindh
279
Karachi
193
Sindh (other than Karachi)
86
Baluchistan
20
Khyber Pakhtunkhwa
46
Azad Kashmir
6
Total
937
Region

Province/Region
Punjab
Sindh
Khyber Pakhtunkhwa
Balochistan
Azad Kashmir
Gilgit Baltistan
Total

No. of Branches
6633
2916
1157
378
451
57
11592

%
57.22
25.16
9.98
3.26
3.89
0.49

Year
2005 (8 months)
2006
2007
2008 *
2009
2010
2011
2012 **
2013
2014
Total

Total
Amicably Resolved
Complaints
through
Resolved
Reconciliation
225
223
665
613
772
709
337
290
1,776
1,714
916
822
823
684
327
301
1,637
1,514
904
783
8,382
7,653

Orders
Passed
2
52
63
47
62
94
139
26
123
121
729

Complaints on Hand as on 1 January 2014

138

New Complaints received

937

Total

1075

Orders issued

121

Amicably resolved through reconciliation

783

Complaints rejected

26

Total

930

Complaints on Hand as on 31 December 2014

145

Status
Granted
Declined
Rejected
Outstanding
Total

2014
494
272
26
145
937

2013
490
443
24
134
1091

Reason for Complaint Rejection

Not against a Commercial Bank
Others
Policy Related Matter
Rescheduling Of Loan
Frivolous
Loans, Mark-Up/Interest Write Off Sought
Schedule Of Charges
Request for grant of loan
Already decided by Court
Subjudice
Total

2014 2013
10
3
7
6
5
4
1
0
1
2
1
2
1
1
0
1
0
1
0
4
26
24

S. No
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33

Bank
Albaraka Bank (Pakistan) Limited
Allied Bank Limited
Askari Bank Limited
Bank Al Habib Limited
Bank Alfalah Limited
Bank Islami Pakistan Limited
Barclays Bank Plc
Burj Bank Limited
* Citibank N.A.
Deutsche Bank Ag
Dubai Islamic Bank Pakistan Limited
Faysal Bank Limited
First Women Bank Limited
Habib Bank Limited
Habib Metropolitan Bank Limted
HSBC Bank Middle East Limited
JS Bank Limited
KASB Bank Limited
MCB Bank Limited
Meezan Bank Limited
National Bank of Pakistan
NIB Bank Limited
Samba Bank Limited
Silk Bank Limited
SME Bank Limited
Soneri Bank Limited
Standard Chartered Bank (Pakistan) Limited
Summit Bank Limited
The Bank of Punjab
The Punjab Provincial Cooperative Bank Limited
United Bank Limited
Zarai Taraqiati Bank Limited
Institutions other than banks
Total

1
2
3
4
5
6

Total
Complaints
5
43
12
12
58
6
2
6
4
1
7
49
2
164
7
5
4
7
89
12
165
17
1
10
1
3
65
3
24
3
144
4
2
937

HSBC Bank Oman SOAG

Industrial and Commercial Bank of China
Industrial Development Bank of Pakistan
Sindh Bank Limited
The Bank of Tokyo and Mitsubishi
The Bank of Khyber

No. of
Branches
135
998
267
462
637
213
7

75
3
3
175
275
41

1596
240
10
238
104
1222
418
1354
171
28
88
13
246
116
188
364
152
1337
416
11592

Complaints
per Branch
0.04
0.04
0.04
0.03
0.09
0.03
0.29
0.08
1.33
0.33
0.04
0.18
0.05
0.1
0.03
0.5
0.02
0.07
0.07
0.03
0.12
0.1
0.04
0.11
0.08
0.01
0.56
0.02
0.07
0.02
0.11
0.01
-

S. No

Bank

0
2
0
0
0
0
0
0
0
0
0
1
0
7
0
0
0
0
7
1
3
0
0
0
0
0
0

1
21
6
10
27
1
0
2
1
0
5
19
1
55
7
4
2
3
30
5
33
5
1
1
1
0
2

4
24
11
3
31
4
0
2
3
1
1
31
1
107
0
1
3
7
48
4
118
10
0
11
0
1
1

Amount
claimed (Rs.)
1,095,000
9,884,932
5,670,764
50,911,426
1,542,822
890,000
0
100,000
4,006,472
1,294,985
4,456,000
2,398,677
0
14,183,035
0
1,988,000
141,530
3,471,250
11,819,307
796,735
8,512,460
2,430,550
0
2,064,406
0
12,504
5,000

22

39

9,882,116

9,382,118

0
3

4
8

2
9

10,000
367,750

10,000
367,636

0
9

1
0
0
26

46
4
1
329

92
3
1
575

22,245,660
1,363,648
0
161,545,029

17,688,192
1,363,648
0
134,145,760

Total Rejected Declined Granted

6
Albaraka Bank (Pakistan) Ltd
53
Allied Bank Limited
17
Askari Bank Limited
13
Bank Al Habib Limited
69
Bank Alfalah Limited
6
Bank Islami Pakistan Limited
2
Barclays Bank Plc
6
Burj Bank Limited
4
*Citibank N.A.
1
Deutsche Bank Ag
8
Dubai Islamic Bank Pakistan Ltd
53
Faysal Bank Limited
2
First Women Bank Limited
192
Habib Bank Limited
7
Habib Metropolitan Bank Ltd.
5
HSBC Bank Middle East Limited
5
JS Bank Limited
11
KASB Bank Limited
102
MCB Bank Limited
14
Meezan Bank Limited
176
National Bank of Pakistan
20
NIB Bank Limited
1
Samba Bank Limited
13
Silk Bank Limited
1
Sindh Bank
1
SME Bank Limited
3
Soneri Bank Limited
Standard Chartered Bank
69
(Pakistan) Limited
6
Summit Bank Limited
29
The Bank of Punjab
The Punjab Provincial
3
Cooperative Bank Limited
168
United Bank Limited
7
Zarai Taraqiati Bank Limited
2
Institutions other than banks
1075
Total

Amount
Outstanding
granted (Rs.) (31-12-2014)
1,095,000
1
9,859,966
6
5,406,764
0
30,608,426
0
1,539,573
11
890,000
1
0
2
100,000
2
4,002,920
0
1,294,985
0
3,500,000
2
2,330,823
2
0
0
13,728,350
23
0
0
1,988,000
0
141,530
0
3,471,250
1
11,814,351
17
796,735
4
8,259,838
22
2,430,550
5
0
0
2,064,842
1
0
0
5,263
0
5,000
0

29
0
0
145

S. No.

Categories

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17

Services inefficiency/ Delays/ Others

ATMs
Advances, Loans and Deposits
Consumer Products
Frauds
Others
Gross Dereliction of Duty
Service Rules
Corruption or Malafide Practice
Utility Bills
Zakat Deduction
Lockers
Lost Cheques
Breach of Confidentiality
Exporters/ Importers
Foreign Currency account
Misleading Advertising
Total

2014
2013
No. of Complaints No. of Complaints
1040
939
1040
660
810
801
750
988
317
276
125
126
109
170
97
86
79
40
60
66
23
22
22
37
16
11
7
1
3
3
5
10
3
2
4506
4238

S. No.

Consumer Products (Sub- Categories) 2014 2013

Credit Cards

480

596

Consumer Loans

166

228

Auto Loans

104

164

750

988

Total

S. No.

Categories

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16

ATMs
Consumer Products
Services inefficiency/ Delays/ Others
Advances, Loans and Deposits
Frauds
Corruption or Malafide Practice
Lockers
Zakat Deduction
Gross Dereliction of Duty
Service Rules
Others
Utility Bills
Foreign Currency account
Exporters/ Importers
Lost Cheques
Breach of Confidentiality
Total

2014
2013
No. of Complaints No. of Complaints
261
250
228
288
148
230
134
132
105
124
17
3
14
21
8
9
7
14
4
7
2
2
1
5
3
3
3
2
1
1
1
0
937
1091

S. No.

Consumer Products (Sub Categories)

2014 2013

Credit Cards

128

174

Consumer Loans

58

62

Auto Loans

42

52

228

288

Total

No. of Days
No. of Complaints %
1-30 days
338
31
30-60 days
299
28
60-90 days
142
13
More than 90 days
151
14
Outstanding
145
14
Total
1075
100

Banking Mohtasib Pakistan

Images 2014
Conference on Networking of Ombudsmen in OIC Member States

Participants of Conference on Networking of Ombudsmen in the OIC Member States held at Islamabad

Banking Mohtasib, Mr. Anisul Hassnain addressing the Conference participants on

Networking of Ombudsmen in OIC Member States

38

39

Annual Report 2014

Banking Mohtasib, Mr. Anisul Hassnains visit to the Sialkot Chamber of

Commerce.

Banking Mohtasib along with the Members of Sialkot Chamber of Commerce

President of Sialkot Chamber of Commerce welcoming the Banking Mohtasib

Banking Mohtasib with his team of Senior Advisors, Advisors and Office staff

Banking Mohtasib Pakistan

40

41

Annual Report 2014

Female Staff Members of Karachi Secretariat with Banking Mohtasib

Financial and Administrative staff of BMP Karachi Secretariat

Banking Mohtasib Pakistan

Banking Mohtasib chairing the weekly meeting with Sr. Advisors/ Advisors

Senior Advisors discussing case with Banking Mohtasib

42

43

Annual Report 2014

Our teams at Regional Offices

Regional Office Rawalpindi

From Left to Right: Mr. Yasir Aziz (Office Boy), Mr. Muhammad Khalid Farooq (Regional Manager),
Mr. Saleem Akhtar (Sr. Legal Advisor II) & Mr. F. M. Sultan (Deputy Manager)

Regional Office Lahore

From Left to Right (Sitting): Mr. Khalid Maqsood Ahmed (Regional Manager), Mr. Tariq Mahmood (Deputy Manager)
Standing: Mr. Asif Ali (Office Boy), Mr. Maqsood Ahmed (Assistant Manager)

Banking Mohtasib Pakistan

44

Regional Office Peshawar

From Left to Right: Mr. Rehmatullah (Deputy Manager), Mr. Liaqat Ali Khan (Regional Manager),
Mr. Ishrat Khan (Office Boy)

Regional Office Quetta

From Left to Right: Mr. Ejaz Ahmed (Deputy Manager), Mr. Abdul Khaliq Nagi (Regional Manager),
Mr. Faizul Rasool (Office Boy)

Regional Office Multan

From Left to Right: Mr. Zainul Abdin (Office Boy), Mr. Muhammad Shafaqat Ali (Regional Manager)

45

Annual Report 2014

Staff Member of Banking Mohtasib Pakistan Karachi Secretariat with Mr Anisul Hassnain, Banking
Mohtasib at the Annual Brunch arranged on completion of nine years of the Institution.

To bid farewell to Mr. Bilal Zahid and Ms. Muniza Ahmed, bouquet presented to them by the Banking
Mohtasib on the occasion of Annual Get to Gather of the staff at the brunch party

Banking Mohtasib Pakistan

Banking Mohtasib awarding Letter of Appreciation to Mr. Ishtiaq Ali, Sr. Manager HR & Admin and Mr.
Farman Ali Fazal Bhai, Sr. Manager Finance during the year for their valuable services.

46

47

Annual Report 2014

Banking Mohtasib awarding Cash Reward to Mr. Muhammad Imran & Ms. Naseema Yousuf, Assistant
Managers during the year for their valuable services.

Banking Mohtasib Pakistan

Mst. Nabila Shafiq (Widow) giving Letter of Thanks to Banking Mohtasib, Mr. Anisul Hassnain on
settlement of her sons claim of Rs. 865,000/-

Mr. Muhammad Ramzan receiving Resolution Letter on settlement of his

claim of Rs. 1.5 Million from Mr. Anisul Hassnain, Banking Mohtasib Pakistan.

48

49

Annual Report 2014

Our Team of Senior Advisors and Advisors

Aamer Aziz Saiyid

Saleem Akhtar

Sr. Legal Advisor I

Sr. Legal Advisor II

A civil and commercial lawyer with 40

years experience at the Bar. Retired as
Company Secretary & Head of Legal and
Corporate Relations Department of a
multinational Company in 2002 and has
been practicing the law since then. He
was appointed as the Legal Advisor of
Banking Mohtasib Pakistan in 2005.

Lawyer with over 35 years of

professional experience. Served the
State Bank of Pakistan for 22 years. He
took early retirement in 2010 while
serving the Central Bank in the capacity
of Legal Advisor. Thereafter, joined
Banking Mohtasib Pakistan in the same
year.

Mahmood Ahmad Khan

Secretary

Professional experience of 36 years.

Joined government service in 1972 and
was appointed Assistant Commissioner
in 1974 after completing the mandatory
academy training. Promoted as Deputy
Commissioner, Commissioner, and
Secretary with the Government of Sindh
during the course of his service. Served
the provincial government in different
capacities. Retired from government
service in 2008 as Secretary, Forest and
Wildlife, Government of Sindh, after
attaining the age of superannuation.
Appointed as Secretary of the Office of
Banking Mohtasib on February 12, 2014.

Banking Mohtasib Pakistan

50

Anwer A Chaudhry

Farhat Saeed

Senior Advisor

Senior Advisor

36-years experience in domestic as well as

international banking in a Commercial
Bank with core banking exposure in Retail,
Commercial and Corporate environments.
Special focus on divergent banking
disciplines including Documentary Credits,
Risk Management, Correspondent Banking,
Treasury Operations and supervision of
overseas network. Overseas assignments
span over a decade. Heading Risk
Management, RBG was his last assignment.
Retired in 2008. Joined Banking Mohtasib
Pakistan in 2010.

A Central Banker having served the State

Bank of Pakistan in various capacities for
about 37 years. Retired as Executive
Director in 2006. Holds a Masters degree
in Political Science, DAIBP and a degree
in Law. Joined Banking Mohtasib
Pakistan in April 2008.

S. Faheemuddin Ahmed
Senior Advisor

About 36 years of Commercial banking

experience. Banks nominee as principal
officer and Key Contact Person for
handling customer complaints received
through the Wafaqi Mohtasib, State
Bank of Pakistan and other agencies. He
left the Bank while serving in the
capacity of SVP and General Manager,
Service & Internal Control - Retail
Banking, to join Banking Mohtasib upon
its inception in 2005.

51

Annual Report 2014

Mushtaq Ahmed

Muhammad Ali Shaikh

Advisor

Advisor

Joined a Commercial Bank in 1977 as

Probationary Officer. Served as Manager
for 16 years in different Branches. Also
served as Incharge, Imports & LGs, and
Head of CAD in Corporate Banking for 10
years, and later in Investigation Division
at Head Office for four years. Conducted
on the spot enquiries and handled cases
of fraud/forgery. Worked as Executive
Incharge,
Officiating
Investigation
Division at Lahore Office till January
2007. Joined Banking Mohtasib Pakistan
in April, 2008.

42 years experience in Industry and

banking with core banking exposure in
corporate environments. Areas of expertise
include financial management, credit risk,
project financing, implementation &
monitoring,
procurement,
contract
negotiation and privatization. Holds a
Masters degree in Business Administration,
PGD in Islamic banking & insurance; a
degree in Engineering and Law and has
recently submitted his PhD thesis relating
to a topic on Islamic Banking. He is fellow,
Institute of Islamic Banking and Insurance,
London. Joined Banking Mohtasib Pakistan
in 2014.

Nazimuddin Siddiqui
Advisor

Joined a Commercial Bank in 1973 and

served as Manager in branches located
in Azad Kashmir and Punjab for 27 years.
Also served as Incharge, Audit /
Inspection, and coordinator, at the
banks Zonal Office. Served as Assistant
General Manager, Operations, for seven
years and during the tenure, also looked
after Complaints Resolution and
Investigation Process at Regional Level.
Joined Banking Mohtasib Pakistan in
August 2007.

Banking Mohtasib Pakistan

52

Raja Liaqat Ali

Shahida Syed

Advisor

Advisor

Over 33 years of banking experience

with a Commercial Bank. Worked in the
Banks Investigation Division (Head
Office), where he was responsible for
handling fraud/ forgery/ dacoity cases
as well as for submission of reports and
periodic statistics on issues to the Group
Head. Liaised with Law Enforcing
Agencies for criminal cases. Retired in
October 2007 as Vice President. The
same year, he joined Banking Mohtasib
Pakistan.

Joined a commercial bank in 1975 as

Second Officer (the first lady second
officer of the Bank). Served in different
capacities as Manager, Department
Head, and Zonal Chief. Nominated for
the post of president, FWBL, in the year
2000. She left the bank while serving as
Area Manager to join Banking Mohtasib
Pakistan Secretariat in 2007.

Shams Qadri

Talat Munir

Advisor

Advisor

Over 35 years of working experience in

senior management positions with
multinational companies and banks.
Area of expertise includes financial
management, business risks reviews,
audit and investigations. Holds Associate
Membership of The Institute of Chartered
Secretaries & Administrators UK and The
Institute of Corporate Secretaries of
Pakistan. Joined Banking Mohtasib in
2007.

Thirty years of experience with a

commercial bank. Worked in Recovery,
Law and Litigation Department of the
bank. Responsible for investigation,
recovery and follow-up of cases through
the banks advocates. Also worked at
various departments of general banking
in different branches. Retired in 2007 and
the same year, joined Banking Mohtasib
Pakistan.

DM

DM

AM

Lahore
RM

R'Pindi
RM

10

DM

Peshawar
RM

R i l Offices
Offi
Regional

DM

Multan
RM

DM

Quetta
RM

Sr. Manager HR
& Admin - 8

SECRETARY

UNIT-1

AM

P t l
Protocol
DM

AM 3

DM

AM 4

Manager Investigation
Deputy Manager
Assistant Manager
Office Boy

MI
DM

OB

AM

Regional Manager

LEGENDS

AM - Fin 1

Sr. Manager
Finance - 10

Sr. Legal
Advisor 1

RM

DM-IT 2

Sr. Manager IT 9

Sr. Advisor

TOTAL:

NQ/Mali
S.Work

OB RO's

OB Khi

Driver
Desp/Rider

BPS 2 to 5
Employees

DM

MI

19

5
2
1

UNIT-4

Lahore & Sindh

South,(Other than Karachi

Financial & Administrative

Affairs
UNIT-2 Punjab-North, AJK, KPK &
B l hi t
UNIT-3 Karachi & Punjab

AM

Advisor- 3
(Karachi 1)

4
2

UNIT-1

1 MI

Advisor-2

AM

DM

MI

6 AM

5 DM

AM

DM

MI

Sr. Advisor

UNIT-4

8 AM

Advisor - 6

PSO to BM

Advisor- 5
(Punjab
Lower)

4 MI

Advisor- 4
(Karachi
2)

Sr. Advisor

UNIT-3

Unit wise Details

DM

MI

Advisor- 1

Sr. Advisor

UNIT-2

Total

Manager Comp

Sr. Legal Advisor

2

BANKING MOHTASIB PAKISTAN

ORGANIZATION CHART

DM

MI

Advisor- 7

53
Annual Report 2014

Contact Details
BMP Regional Offices are located in Quetta, Peshawar, Lahore, Rawalpindi, and Multan.
However, the complaint-handling process has been centralized at BMP Karachi Secretariat
and all complaints are received there.
Details including complaint filing procedure, printable complaint form, and FAQs are also
available at our website . Addresses and contact numbers of all our offices are given below:

Karachi Office

Lahore Regional Office

Banking Mohtasib Pakistan Secretariat

5th Floor
Shaheen Complex
M R Kiyani Road
Karachi

Office of the Banking Mohtasib Pakistan

c/o SBP Banking Services Corporation
(Bank)
State Bank of Pakistan
Shahrah-e-Quaid-e-Azam
Lahore

Telephone (PABX): 021-99217334-8,

99213905, 99213908
Fax: 021-99217375, 99213904
Email: info@bankingmohtasib.gov.pk

Telephone: 042-99210444
Fax: 042-99210421

Rawalpindi Regional Office

Peshawar Regional Office

Office of the Banking Mohtasib Pakistan

c/o SBP Banking Services Corporation
(Bank)
State Bank of Pakistan
The Mall
Rawalpindi

Office of the Banking Mohtasib Pakistan

c/o SBP Banking Services Corporation
(Bank)
State Bank of Pakistan
Saddar Road
Peshawar

Telephone: 051-9273252
Fax: 051-9273253

Telephone: 091-9213438
Fax: 091-9213439

Quetta Regional Office

Multan Regional Office

Office of the Banking Mohtasib Pakistan

c/o SBP Banking Services Corporation
(Bank)
State Bank of Pakistan
Shahrah-e-Abbas Ali
Quetta

Office of the Banking Mohtasib Pakistan

c/o SBP Banking Services Corporation
(Bank)
State Bank of Pakistan
Kalma Chowk
Multan

Telephone: 081-9203144
Fax: 081-9203145

Telephone: 061-9201482
Fax: 061-9201481

Our Aim
To resolve all disputes amicably
through an informal and friendly
process of reconciliation rather than
a formal adversarial procedure.
We do not take sides.