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The State Bank of Pakistan (SBP) has launched ‘Sunwai,‘ a dedicated customer complaint service portal and app, with the aim of simplifying the complaints process for banking customers dealing with Banks, Microfinance Banks (MFBs), and Development Financial Institutions (DFIs) in Pakistan.
‘Sunwai’ acts as a comprehensive one-window operation, offering banking customers a platform to register complaints related to any banking product or service, including Roshan Digital Accounts (RDA). The portal is easily accessible through web browsers and mobile applications, compatible with both Android and iOS platforms.
As per an SBP spokesperson, registered users have the convenience of lodging complaints in either English or Urdu. Each complaint will receive a unique tracking number, communicated to users via SMS and email for easy tracking.
Banks are mandated to ensure the timely and equitable resolution of complaints, adhering to the turnaround times (TATs) set by the SBP. The central bank is optimistic that the introduction of this customer complaint service portal and app will play a significant role in enhancing consumer trust in the banking industry.
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