Complaints/Suggestions

We take pride in our ability to deliver the excellent customer service by focusing on a pleasant customer experience. However, at some point there could be a reason for dissatisfaction and customer grievance that is not addressed. Thus, in order to ensure customer’s grievances are properly addressed, we have in place a Centralized Complaint Management Cell (CCMC) at our Head Office that will ensure the resolution of issues/concerns in a timely manner and we have proper complaint and redressed mechanism for resolving the complaints related to misreporting in ECIB.

You may submit your complaints or suggestions through following means:

• POST US

  Centralized Complaint Management Cell, NRSP Microfinance Bank Limited, University Road, Bahawalpur.

• CALL US ON:

  Toll Free: 080006777

  UAN: 062-111-011-011

  Alternate Number: 051-2650004

• FAX US:

  Submit your complaints through Fax no. (+92-62) 2280051

• EMAIL US:

  complaints@nrspbank.com

• SUBMIT ONLINE COMPLAINT FORM:

  www.nrspbank.com/complaints-suggestions

• COMPLAINT FORM:

  You may lodge your complaint through complaint form available in our branches.

• DROP IN COMPLAINT BOX:

  Drop your Complaints in Dedicated Complaint Boxes available in our Branches/ATM Vestibule.

• State Bank of Pakistan:

  Despite of our Best efforts if you are not satisfied with our resolution, you can also contact State Bank of Pakistan through following means.

  Banking Conduct & Consumer Protection Department, State Bank of Pakistan, I.I. Chundrigar Road, Karachi.
  Phone: (+92-21) 111-727-273
  Fax No. 021-99221160
  Email: cpd.helpdesk@sbp.org.pk
             donations.dams@sbp.org.pk 

• Sunwai Portal:

  Despite of our utmost efforts to settle your issue if you are
  still not satisfied with the outcome of your complaint, you may
  also registered a complaint through Sunwai Portal available on
  below mentioned link
  https://sunwai.sbp.org.pk/

•  NRSP MFBL Complaint Process:

• Complaints received at NRSP MFBL CCMC will register your complaint and acknowledge within 48 working hours via SMS/Letter/Email or Call.
•  CCMC will investigate and resolve the complaint in coordination with concerned unit.
•  Once Customer’s Complaint is investigated and resolved, CCMC will inform the customer about its resolution via Recorded Call/SMS/Letter or Email and close the complaint.
•  Customer may also inquire his complaint status from our 24/7 Helpline.
•  If Complaint is not resolved by end of 10th working day, an interim response will be provided through SMS.
•  As per the State Bank of Pakistan guidelines, maximum resolution time for customer complaints is 7 working days for Minor, 15 working days for Major  and 30 working days for     Fraud related complaints.
• For ATM/POS/Utility Bills Transaction/Dispute Turnaround Time of relevant entity/vendor will be followed.