In a bid to enhance customer satisfaction and streamline complaint resolution processes, the State Bank of Pakistan (SBP) has reintroduced its dedicated portal, Sunwai, catering to the grievances and concerns of bank customers.
Designed as a bilingual platform, Sunwai aims to simplify the process for the general public to submit complaints against Banks, Microfinance Banks (MFBs), and Development Finance Institutions (DFIs), adhering to relevant laws and regulations.
The portal operates 24/7 and is complemented by a mobile app, accessible on both Google Play and the App Store. Customers can conveniently download the app to report complaints, ensuring a seamless and user-friendly experience.
To register a complaint, users must provide personal details such as mobile number, CNIC, and email address on the portal. Once registered, customers can proceed to lodge their grievances, following the specified steps.
Sunwai facilitates an uncomplicated connection between banking consumers and relevant resolution forums by posing a few straightforward questions. Complaints submitted through the portal can be directed to banks/MFBs/DFIs as the primary resolution forum, with Banking Mohtasib Pakistan (BMP) as the secondary option and, in certain cases, the State Bank of Pakistan (SBP).
Additionally, the portal offers a complaint status tracking feature, along with consumer awareness tips and messages. It also provides instructional videos to guide customers on the complaint registration process. Notably, Sunwai is expected to expedite complaint resolutions, contrasting with the prevalent trend of resolutions taking up to 45 days or more.
The heightened awareness of this portal is anticipated to result in an increase in customer complaints, ultimately contributing to improved banking service quality in the future.
