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Complaint Handling Process

​​HBL invites their customers to provide​ valuable feedback and share any complaints to enhance the services and products. You may lodge complaints from follownig channels

Complaint Handling Process
Overview
Complaint lodgment by any of the following channel

Please make sure to provide complete information (Account Number/CNIC/Mobile Number/Email Address/Mailing Address) at the time of complaint lodgment.

Complaint Acknowledgement

Complaint number will be provided to the customer through SMS/Email/letter/Call within 2 working days of receipt of the complaint at the Bank.

Complaint Investigation/Processing

Complaint Unit will attempt to resolve the complaint at our earliest and will update you within 7 to 15 working days depending upon the nature of the complaint.

Complaint Interim/Resolution

An interim response will be sent to the customer after 10 working days in case any of the case requires more investigation. Complaint related to Frauds will be resolved within 30 working days and Dispute will be resolved within 45 working days.

Note: In case of unsatisfactory resolution, you may also write to the Banking Mohtasib Pakistan at the following address.

5th Floor, Shaheen Complex M.R Kiyani Road, Karachi.