Customer’s Complaint

First Women Bank Limited is committed to provide excellent customer services and Banking experience.

The Bank is committed to:

  • recognizing a customer’s right to make complaints, comments or suggestions about the standard and quality of services and programs provided
  • providing an efficient, fair and accessible mechanism for resolving complaints
  • ensuring that all complaints are heard and equitably resolved as soon as possible
  • monitoring complaints to improve the quality of services
  • providing customers with information about the complaint management process
  • promoting a positive attitude towards resolving complaints
Source of Complaints

Complaint Management Unit receives complaints/issues/queries/requests from the following sources/institutions:

  • Customer through branch
  • Customer direct to CMU
  • Whistle Blowing
  • State Bank of Pakistan
  • Banking Mohtasib
  • Federal Ombudsman
  • Any other Government Body
Complaint Lodgment Channels
  • Written Complain (Branch/Head office)
  • Telephone
  • Branch Banking
  • Complaint Drop Box
  • Customer Letters directly to CMU.
  • E-mail
  • Fax
  • Digital Media
  • Click here to download Complaint Lodgment Procedure
  • Click here to download Complaint Lodgment Form

For Complaints Email ID:complaint.management@fwbl.com.pk

Alternative Forums to Lodge Complaints

If you are not satisfied with the resolution provided by the Bank you may approach:

The Director
Banking Conduct & Consumer Protection  Dept.
5th floor, SBP Main Building
State Bank of Pakistan
I.I. Chundrigar Road,
Karachi.

Email :cpd.helpdesk@sbp.org.pk
Web site:www.sbp.org.pk
Contact No :+92-2l -99218148 &  3245355I, 99221141
UAN No:111-727-273

The Banking Mohtasib (Pakistan Secretariat)
5th Floor, Shaheen Complex,
M. R. Kiyani Road, Karachi

Telephone:+9221:99211334 to 38 (5 lines)
Facsimile:+9221 -9921731 5
Email:info@bankingmohtasib.gov.pk
Web site:www.bankingmohtasib.gov.pk

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Site last updated August 22, 2019 @ 9:15 am

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