Contact Us

Our Customer Care team is dedicated to making sure that all your suggestions, complaints and any transaction issues are addressed and resolved promptly.

In order to lodge your complaints or to provide us with your valuable feedback on our services and products you can contact us through any of the following channels:

SambaPhone Banking

Call us at Toll Free Number 0800-72622

or

UAN +92 21 11-11-SAMBA (72622)

Overseas customers please call +92 21 11-11-SAMBA (72622)

Samba Branches

A complaint Form is readily available in the Branch. You can fill out the complaint form and

  • Hand it over to the Customer Relationship Officer/ Relationship Manager
  • Drop the complaints in the drop boxes placed in all branches
  • Dispatch it to us on the below mentioned address.

Mail

You can mail your complaint on a letter addressed to:

Samba Bank Pakistan: Customer Care Unit SAMBA Bank Limited,


Ground Floor, Arif Habib House,
23, Maulvi Tamizuddin Khan (M.T. Khan) Road, Karachi

Email

If you wish to log a complaint regarding any banking services/product by Samba Bank or for eCIB related queries and complaints, you can email us at samba.care@samba.com.pk

Fax

Fax Number : +92-21-32460431

Social Media

Banking Mohtasib of Pakistan

For unsatisfactory resolution, you may write to Banking Mohtasib Pakistan, Shaheen Complex, M.R. Kiyani Road, Karachi.

+9221-99217334-38 Or visit www.bankingmohtasib.gov.pk

Focal Points for Complaint Resolution

If you wish to log a complaint regarding any banking services/product by Samba Bank please contact the following:

Mr. Clifford Lucas
Phone: +92 21 3824 6146
Email: clifford.lucas@samba.com.pk


Mr. Ammar Navid Rizvi
Phone: +92 21 3824 6162
Email: ammar.rizvi@samba.com.pk

Note

As a proof of registration a complaint number will be sent to you through an email, SMS or letter. For all future correspondence on your highlighted issue, please mention the complaint number provided to you.

Rest assured your problems and complaints will be swiftly and efficiently resolved. We will reply to your minor nature complaints within 7, major nature complaints within 15 and fraud related complaints within 30 working days. In case the matter requires further investigation an interim response will be sent. However, all complaints of minor nature, major nature and fraud related will be addressed within a maximum period of 7, 15 and 30 working days respectively.

Kindly provide us the following information along with your complaint:

  • Date of Complaint
  • Customer Name
  • Branch Name
  • Account/Debit Card Number
  • Postal Address
  • Contact details (Email, currently active mobile number)
  • Supporting documents (if any)

Whistle Blowing

Whistle Blowing is bringing a suspected activity to a conclusion by raising concerns about possible malpractice on the basis of strict confidentiality.

A whistle-blower discloses information, when he/she has reasonable information of any or all of the following:

  • A violation of any law, rule or regulation
  • An abuse of authority / offensive behavior
  • Damage to environment - Health and safety risks, including risks to public/employees        
  • Unauthorized use of funds, or misuse of funds, or of property, resources etc.      
  • Gross mismanagement    
  • Possible damage to reputation
  • Possible fraud & forgeries / financial malpractices, irregularities      
  • Personnel harassment or physical abuse; other unethical conduct


Whistle Blow Policy provides a secure channel for employees (i.e. full time employees, bank contract staff and third party contractual), vendors, customers and stakeholders to express concerns if they see irregularities, malpractices, frauds, forgeries, personnel harassment or improper conduct in their work environment, which they construe being a violation of law, rule, or regulation.

Whistle Blow Unit (WBU) /ORMD will deal with all complaints in accordance with the approved Whistle Blow Policy & Program.

To make a disclosure, you may contact:

  • Chief Executive Officer
  • Chief Risk Officer
  • Head of ORMD
  • Head of HR & Training


Whistle Blowers who prefer keeping anonymity may send an anonymous letter to the above officials  / email at the following addresses:

ORMD/WBU Samba Bank Limited,
Ground Floor, Arif Habib House,

23, Maulvi Tamizuddin Khan (M.T. Khan) Road, Karachi
Phone #: 021-38694437
e-mail: Whistle.blowing@samba.com.pk