In the first instance, the Banking Mohtasib has been mandated, under the law, to try and facilitate an amicable resolution or settlement by resorting to mediation, failing which he can pass an order that if not appealed against within a defined timeframe becomes final and operative. As per Report of Banking Mohtasib, it has disposed off 2879 complaints in 2009.
While it is a very modest beginning, State Bank is assisting Banking Mohtasib to increase its capacity and outreach to facilitate the aggrieved customers of the bank. SBP’ Consumer Protection Department: Besides direct complaints received from general public, State Bank is appellate authority against decisions of Banking Mohtasib under the same Part VI A of Banking Companies Ordinance.