Query & Complaint Management

    Complaint Logging Channels

    Branch: You can fill a complaint form (available in all branches) and drop your written complaint in the complaint boxes of any branch. Our staff will be available to facilitate you.

    Customer Support Center: If you have a query or want to lodge a formal complaint with Advans Pakistan MFB, you can use any of the following channels

    Mailing Address:

    Complaint Management Unit,

    Advans Pakistan Microfinance Bank Ltd.,

    Head Office, ST 2-A, 3rd Floor, Islamic Chambers Building,

    Kehkashan, Clifton, Karachi, Pakistan.

    Complaint Handling Mechanism

    • All the complaints received to Complaint Management Unit (CMU), will be lodged with the Bank’s Complaint Management System.
    • Acknowledgment will be sent via automated SMS/call/letter/email on the customer’s registered credential within 48 hours.
    • CMU will review and investigate the matter with the concerned unit for an early resolution.
    • In case the complaint requires a detailed investigation and exceeds 10 working days, an interim response will be sent to the customer via call/letter/email.
    • CMU will communicate the resolution via call/letter/email to the customer and close the complaint on the system.
    • Customer may track their complaint through our Call Centre via earlier provided complaint number.

    Make a query/lodge a complaint


    In case you are not satisfied with your complaint’s resolution, you can contact State Bank of Pakistan at:
    Address: Banking Conduct and Consumer Protection Department
    State Bank of Pakistan, I.I . Chundrigar Road Karachi.
    Phone: +92-21-111-727-273
    Fax: +92-21-99221160
    Email: cpd.helpdesk@sbp.org.pk

    For More details: https://bankingmohtasib.gov.pk/



    Sunwai-Customer Complaint Service

    To register your complaint related to General Banking or Roshan Digital Account, please visit Sunwai-Customer Complaint Service at http://sunwai.sbp.org.pk. This is an official portal of the State Bank of Pakistan to protect consumer rights.