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:
Call us at +92 21 11 11 SAMBA (72622).
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.
You can mail your complaint on a letter addressed to:
Samba Bank Pakistan: Customer Care Unit SAMBA Bank Limited,
Head Office, Arif Habib Centre Plot No.23, Ground floor M.T. Khan Road Karachi, Pakistan.
You can also drop us a note anytime at Samba.Care@samba.com.pk
Fax Number : +92-21-35658908
Bank 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
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 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 (both full time employees 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 or fax / e-mail at the following address:
Samba Bank Limited,
Arif Habib Centre Plot No.23, Ground floor M.T. Khan Road Karachi
Phone # 021-38694437 Fax # 021-35210844