1. All the complaints received from the below mentioned channels will be lodged in Bank Makramah’s Complaint Management System along with sending an automated acknowledgment sms or call/letter/email on the customer’s registered numbers within 48 hours and routed to the relevant department/branch for investigation/resolution.

2. Concerned unit provide the findings and provide resolution at their end.

3. Complaint resolution management unit will review and investigate the complaint/matter with the concerned unit and resolve the matter within the assigned turn-around time.

If any complaint exceeds 10 working days, an interim call/letter will be sent to customers to update them on the delay.

You can track your complaint through our Call Centre by the complaint number provided to you.

Complaint Management department will communicate the resolution via SMS/call/letter to the customer and close his/her complaint on system.

Call our 24/7 Bank Makramah Call Centre helpline:

UAN for Bank Makramah: 021-111-124-365

For International Customer Facilitation: 0092-21-38709112

Mailing Address:
Bank Makramah Limited.
Complaint Resolution & Management Unit, Bank Makramah Limited. Service Quality Department,
Summit Tower ,10th Floor, Plot No. G-2,Block 2, Clifton Karachi

Email:
Email us on Complaints@bankmakramah.com.

Online:
Lodge online complaint via Bank Makramah’s Website (Form / Live Chat) www.bankmakramah.com.

Fax:
Fax us on 021-32463574

Drop Box:
You can also drop your complaints in the drop boxes which are stationed at our branches. The complaint forms can be obtained from the branches as well.

For Queries and Feedback:
For any feedback & queries you may write to us on: info@bankmakramah.com

If customer is not satisfied with the resolution, he/she may contact Banking Mohtasib Pakistan for readdressing his/her complaint on the below provided contact details.

Banking Mohtasib Pakistan:

To contact Banking Mohtasib Pakistan email: info@bankingmohtasib.gov.pk
Fax: 021-99217375, 99213904
Tel: 021-99217334-38
Address: 5th Floor, Shaheen Complex, M.R. Kiyani Road, Karachi.

State Bank of Pakistan (SBP):

SBP has recently launched a platform “Sunwai” to lodge complaints related to Roshan Digital Accounts and General Banking.

Portal: https://sunwai.sbp.org.pk/
Surface Mail: Director Banking Conduct and Consumer Protection Department (BC&CPD), State Bank of Pakistan, I.I. Chundrigar Road, Karachi.
E-mail: cpd.helpdesk@sbp.org.pk
Help Line: 0092-21-111-727-273
Fax No: 0092-21-99221160
Website: http://www.sbp.org.pk/cpd/cpd-help.asp

• Customer Suggestion/Complaint Form (English & Urdu)
• Customer Suggestion/Complaint Form – Islamic (English & Urdu)
• Procedure to lodge Suggestion/Complaint (English)
• Procedure to lodge Suggestion/Complaint (Urdu)
• Discrimination in Provision of Financial Services

ATM and Branch Locator: Visit any BML branch near you or use our branch / ATM locator to locate a branch for your convenience.

Shariah related queries: For any queries related to Shariah you may write to us on scd@summitbank.com.pk

Tel No: 02138901100 Ext: 2846 & 2854

CFC related queries:

• Customer Suggestion/Complaint Form (English & Urdu)
• Customer Suggestion/Complaint Form – Islamic (English & Urdu)
• Procedure to lodge Suggestion/Complaint (English)
• Procedure to lodge Suggestion/Complaint (Urdu)
• Discrimination in Provision of Financial Services

ATM and Branch Locator: Visit any BML branch near you or use our branch / ATM locator to locate a branch for your convenience.

Shariah related queries: For any queries related to Shariah you may write to us on scd@summitbank.com.pk

Tel No: 02138901100 Ext: 2846 & 2854

CFC related queries:

Customer has to provide below mentioned credentials:

• Name
• Mailing Address & Contact No
• CNIC/ Account No / Card No
• Branch Name
• Supporting documents