This office is based on the concept of an undercover officer used by the Qin Dynasty in China. The
purpose of this officer was to monitor government officials and their abuse of power. The
ombudsman or Mohtasib is a state official appointed to provide a check on governmental activity in
the interest of citizens and to oversee the complaints of citizens.
Given the growth of private industry and its importance, the office of Ombudsman was introduced in
different industries and enterprises to resolve disputes. The Ombudsman is a transparent and
autonomous body or authority that refers disputes to be resolved.
The office of the Ombudsman has become increasingly popular in recent years for a number of
reasons. Ombudsman schemes have been shown to be effective in resolving disputes, and can help
improve service quality and efficiency levels by identifying weaknesses during disputes and
recommending improvements. They also provide a cost-effective dispute resolution forum, and can
help reduce backlogs from the courts. The informal, flexible and quick process of dispute resolution
offered by the office is also appealing, as is the fact that documents before the office remain private
and confidential.
There are five different types of ombudsmen in Pakistan:
1. The Federal or Wafaqi Ombudsman
2. The Provincial Ombudsman
3. The Federal Tax Ombudsman
4. The Insurance Ombudsman
5. The Banking Ombudsman
6. The Federal or Provincial Ombudsman for women
Laws Regulations the Office of Banking Ombudsman
Banking Ombudsman was created in Pakistan in 1997 as a way to help customers of banks resolve
complaints about services provided by the banks. The Banking Ombudsman is a quasi-judicial
authority that operates under the Banking Companies Ordinance of 1962. Some of the important
features of this amendment are as follows:
-The authority was created in order to help customers of banks resolve complaints about services
provided by the banks
-The Banking Ombudsman is a quasi-judicial authority that operates under the Banking Companies
Ordinance of 1962.
-The authority was created pursuant to a decision made by the Government of Pakistan.
The Ombudsman is responsible for receiving complaints from customers against banks. This can
include complaints about deposit accounts and loans, credit card complaints, lack of services, service
charges without prior notice, and unfair practices. The Ombudsman is fully staffed and funded by
the State Bank of Pakistan instead of the banks.
The complainant has the right to file a complaint in any form, including online. If the complainant is
not satisfied with the award given by the Banking Ombudsmen, they have the right to appeal to the
President. If the complainant is still not satisfied with the outcome, they have the right to approach a
court of law for redressal of their grievance.
If you have a complaint about a bank, you can enquire into the following complaints:
- Against perverse, arbitrary or discriminatory actions
- Against violations of banking laws, rules, regulations or guidelines
- Against inordinate delays or inefficiency
- Against corruption, nepotism or other forms of maladministration
Cheques, drafts, and bills not being paid on time or collections being delayed, without proper justification Rejecting small denomination notes without sufficient cause and then charging commission for the service Inward remittances not being paid on time or at all Issuing of drafts, pay orders, or bankers’ cheques being delayed Not adhering to prescribed working hours
The process for filing a complaint before the Banking Mohtasib is as follows: If you have been affected by any act of malpractice or maladministration on the part of a bank or its officials, you may file a complaint in the prescribed format and manner before the Banking Ombudsman. The complaint form can be downloaded at http://www.bankingmohtasib.gov.pk/download/complaint_form2010.pdf The complainant is first required under the law to file a grievance petition showing their intention to approach the Banking Mohtasib, to the bank in order to resolve the dispute within 45 days.
It's important to know that before you can file a complaint with the Banking Ombudsman, you'll need to appear in person. This means you won't need to appoint a lawyer. Once you've filed your complaint, the Ombudsman will contact the bank in question and ask them to appear so they can file a detailed reply. The Ombudsman has all the same powers as a civil court when it comes to inquiring, investigating and calling for records. Usually, the matter is decided within three months from the date of filing the complaint.
Block E 1, Johar Town , Lahore, Punjab , Pakistan 54000
Mr. Ahmed Burhan
+923304184970
info@burhanlaw.com
Burhan Center, 97-99, Gulistan Market Railway Road, Faislabad, Pakistan
Mr. Ahmed Burhan
+923304184970
info@burhanlaw.com
Associate Office (London)
Mr. Ahmed Burhan
+44 7402020027
info@burhanlaw.com