Customer Service is a top priority for FWBL. All FWBL customers are attended to promptly and respectfully, irrespective of age, gender, race, ethnicity, disability, language skills, social or economic status.
Account Related Services
- Account Status
- Account Balance
- Last Five Transactions
Card Related Services
- ATM PIN Generation and Regeneration
- Card Status
- Card Activation and Deactivation
Compliant Lodgment
- Complaint Status
- Complaint Initiation
E-Form Lodgment
- E-Form Status
- E-Form Initiation
Service Activation
- Internet Banking Activation and Deactivation (For Non-Financial Transactions Only)
- E-Commerce Transaction Activation and Deactivation (Time-Bound)
- International Transaction Activation and Deactivation (Time-Bound)
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Recognizing a customer’s right to make complaints, comments or suggestions
about the standard and quality of services & programs provided.
- Ensuring that all complaints are heard and equitably resolved as soon as possible.
- Providing customers with information about the complaint management process.
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Providing an efficient, fair and accessible mechanism
for resolving complaints.
- Monitoring complaints to improve the quality of services.
- Promoting a positive attitude towards resolving complaints.
Source of Complaints
- Customers through branches
- Whistleblowing
- Banking Mohtasib
- Any other Government Body
- Customers directly to the CMU
- State Bank of Pakistan
- Federal Ombudsman
Complaint Lodgment Channels
- Written Complaint (Branch/Head Office)
- Telephone
- Branch Banking
- Complaint Drop Box
- Customer Letters directly to the CMU
- Fax
- Digital Media
Complaint Email ID: [email protected]
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: [email protected]
Website: 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.
Contact No.: +9221-99211334 – 38 (5 lines)
Fax: +9221-9921731 5
Email: [email protected]
Website: www.bankingmohtasib.gov.pk
SECP Service Desk
Company’s Own Complaint Handling Information
PENSIONERS’ CELL
Contact Person: Head Marketing & Service Quality
Phone Number: 021-35657630
Email: [email protected]
Deposit Protection Corporation
The current limit of protected amount for all eligible depositors is PKR 500,000/- (Rupees Five hundred thousand only) per depositor per bank.
All scheduled banks operating in Pakistan are mandatory member institutions of the Deposit Protection Scheme.
know Your Rights & Responsibilities as a Bank Consumer
Protecting your Payment Cards
SBP - Rupay ko Pehchano
Awareness of Federal Insurance Ombudsman
Clearing Guidelines
Head Office
S.T.S.M. Foundation Building,
CL/10/20/2, Beaumont Road,
Civil Lines, Off Dr. Ziauddin Ahmed Road,
Karachi – 75530, Pakistan
Phone: 021-35657684-9, 35212182-4
Fax: 021-35657756
UAN: 111-676-767
Call Center: 021-111-11-3925, 0331-3925-111
For Branches & ATMs , click here.
For Regional Offices, click here.
For Media contact, click here.
For Person with Disabilities (PWD) Model Branches, click here.
For Pensioners Cell, click here.
Focal Person for Politically Exposed Person, click here.
