Banks asked to provide quality services

SBP says ombudsman will protect consumer rights.

FAISALABAD: The State Bank of Pakistan (SBP) has asked banks to provide quality services to the people and take steps to resolve bank-related problems within a short time.

“If they don’t do so, Banking Ombudsman is present for the protection of consumer rights,” said Syed Imran Ali, Director Consumer Protection of SBP Faisalabad while speaking at a meeting at the Faisalabad Chamber of Commerce and Industry (FCCI) on Monday.

He said the SBP’s consumer protection domain was providing all rules, regulations and laws pertaining to transfer of money, fraud and bankruptcy and the Banking Ombudsman should decide each and every case within 60 days.

“The Mohtasib (ombudsman) is also bound to conduct hearing of a consumer case in his area, though its office is not there. If anyone is unsatisfied with the Mohtasib’s decision, he can file an appeal before the SBP governor within 30 days,” the director said.

He pointed out that the SBP had evolved comprehensive policies for pension, payment of utility bills, personal loan, bank credit and bank staff conduct and behaviour. Similarly, policies relating to ATM debit card, complaints about it, issuance of credit cards and its foul marketing are also present.

All the commercial banks were bound to resolve consumer complaints on the same day. If the complaint was related to the same bank branch and the bank staff refused to do so, the consumer may contact the SBP immediately, he said.

Published in The Express Tribune, May 1^st, 2012.