Know Your Rights and Responsibilities as a Bank’s Consumer

As a bank consumer, you have the right to:

• Be provided with accurate, clear, and updated information on the financial product or service you are availing

• Receive timely updates on any significant changes in the terms and conditions

You are responsible for:

• Providing truthful personal and financial information to the bank

• Reading and understanding all terms before accepting any service

• Asking relevant questions to clarify doubts

• Clearly communicating account operating instructions to the bank

You have the right to:

• Access detailed information about available banking products and services

• Make informed decisions based on your financial needs and capacity

You are responsible for:

• Reviewing the bank’s offerings carefully

• Choosing the most appropriate product or service based on your goals

• Requesting help from bank representatives if needed

You have the right to:

• Be treated fairly, equitably, and professionally in all your banking interactions

• Receive special assistance if you are a senior citizen or differently-abled individual

You are responsible for:

• Complying with the terms and conditions of the selected product/service

• Maintaining civility and integrity in all dealings with the bank

You have the right to:

• Be empowered and educated about financial products and banking systems

• Participate in consumer education initiatives offered by the bank

You are responsible for:

• Taking an active role in understanding banking terms, rights, and tools

• Using the knowledge provided to make sound financial decisions

You have the right to:

• Be protected against fraud and the unpermitted sharing of your personal or financial data

You are responsible for:

• Being vigilant while banking at ATMs, branches, or online

• Not sharing PINs, passwords, account or card details with anyone

• Reviewing your account statements regularly

• Immediately notifying the bank in case of unauthorized transactions or lost/stolen cards

You have the right to:

• Access clear and effective complaint resolution mechanisms

• Be informed of how to lodge complaints through defined channels

• Have your complaints resolved fairly, promptly, and transparently

You are responsible for:

• Filing complaints as per the defined process

• Following the timelines and escalation procedures provided by the bank

For Complaints:
Banking Mohtasib Pakistan Secretariat
5th Floor, Shaheen Complex, M. R. Kiyani Road, Karachi
+92-21-99217334-8 | +92-21-99217375
[email protected]
www.bankingmohtasib.gov.pk

For Queries & Assistance:
Banking Conduct & Consumer Protection Department – State Bank of Pakistan
I. I. Chundrigar Road, Karachi
+92-21-111-727-273 | +92-21-99221160
[email protected]
www.sbp.org.pk