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)
Head Office & Regional Office
Samba Bank Head Office-Arif Habib Centre, Ground floor, Plot # 23, Maulvi Tamizuddin Khan Road, Karachi.
Tel:+92-21-38246300
Samba Bank Regional Office-91-D/1, Main Boulevard Gulberg-III, Lahore, Pakistan.
Tel: +92-42-38109000
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.
Lead Coordinators for the Facilitation of IT Based Exporters/Freelancers
Muhammad Abid Hayat
Designation: Head Construction/Builder Finance
Grade: Vice President
Phone (Office Direct Number): 042-38109055
Email: muhammad.hayat@samba.com.pk
Syed Hasan Yasir Jaffri
Designation: Team Leader –Corporate & Investment Banking Group South
Grade: Vice President
Phone (Office Direct Number): 021-38246141
Email: Yasir.jaffri@samba.com.pk
Muhammad Sufyan Jamil (Designated Officer for Branches)
Designation: Regional Head
Grade: EVP - 1
Phone (Office Direct Number): +922138244901
Email: sufyan.jamil@samba.com.pk
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
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
Our customers can now use WhatsApp for submission of their complaints and seeking day to day banking assistance.
Samba Bank Limited’s WhatsApp number for availing this service is +923 11 11 72622 (SAMBA)
The SambaPhone Banking team will provide round the clock assistance to the clients regarding their queries and complaints.
- Customer needs to save +92 311 11 72622 (SAMBA) in their Phone Contact List
- The number will automatically appear on the client’s WhatsApp contact
- The customer can open the dedicated WhatsApp chat box and initiate a secured correspondence with the bank
* This WhatsApp service is not meant to assist the customers in getting to know their balances and/or personalized account/card status, Card Blocking etc. on chat
* If request for immediate assistance is received via WhatsApp, SambaPhone Banking team will call the customer on registered number and assist as per SOP
* The customers may continue to use their SambaSmart Mobile Application and/or Personal Internet Banking for their banking inquiries such as Balance, Bank Account Statements, Card status etc
Fax
Fax Number : +92-21-32460431
Social Media
You can also connect with us on our Social Media.
Facebook - http://facebook.com/sambaBankPk/
LinkedIn - https://www.linkedin.com/company/samba-bank-ltd./
Instagram - https://www.instagram.com/sambabankpakistan/
Twitter - https://twitter.com/SambaBankPK
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
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
Sunwai Complaint Portal
State Bank of Pakistan, in its endeavor to further improve the effectiveness and fairness of the banking system, has developed a Portal and Mobile App namely ‘Sunwai- a customer complaint management service’ with an aim to facilitate customers in the lodgment of their complaints with the Banks/DFIs/MFBs (referred herein as FIs).
Sunwai can be accessed at https://sunwai.sbp.org.pk
Google Play store: https://play.google.com/store/apps/details?id=com.sbp.sbp_complaints_management&hl=en&gl=US&pli=1
IOS App store: https://apps.apple.com/gb/app/sunwai-customer-complaint/id1631334727
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