Bank Stalling on a Politically Exposed Person's Account in Pakistan? What SBP Says and How to Complain
SBP says banks must not refuse a politically exposed person on status alone. See who handles PEP requests, what a refusal must say and where to complain.
Short answer: SBP says banks must not refuse or restrict services to a politically exposed person (PEP) because of that status, and a PEP is not presumed high risk. Ask the bank for its PEP focal person, get any refusal in writing, and complain to SBP's Consumer Protection Department if the bank does not fix it.
A former district councillor goes to open a salary account for his small shop. The officer hears his past role, goes quiet, and says "the file needs approval from head office". Days pass. Nobody gives him a reason. He does not know that SBP has told banks they must handle such customers fairly.
We read the State Bank of Pakistan's Consumer Protection page, including its section on Politically Exposed Persons, and its Consolidated Customer Onboarding Framework on 13 October 2026. A politically exposed person, or PEP, is a customer banks treat with extra care because of a public role. SBP's page does not give a definition, so we add none. It names parliamentarians as an example.
SBP says a PEP is not presumed high risk
SBP's page says its Consumer Protection Department ensures that PEPs are not presumed high risk individually and are treated in a fair, transparent and non-discriminatory manner. The page says financial institutions shall not discriminate on the basis of trade, region, gender or occupation, including PEP status.
This does not mean a bank skips its checks. Banks still run enhanced checks on customers they identify as high risk, based on their own risk model. The point is that the label alone is not a reason to say no.
The onboarding framework also sets time limits for any customer. A bank must decide on an individual's account request within two working days of receiving the complete papers. If it declines, it must tell the customer the specific reason in writing. The page on account opening pending past two working days explains the clock.
Banks must have a focal person for PEP requests
SBP says it has directed banks not to refuse or restrict services to PEPs, including parliamentarians, because of their affiliation or status. It lists several measures that follow from this rule.
- Banks name focal persons to handle, monitor and track PEP requests and complaints.
- Requests from parliamentarians go through that focal person.
- Banks show the focal person's contact details at branches and on their websites, along with SBP's focal person details.
- Banks report data on facilities given to, or declined for, PEPs, so SBP can see patterns.
- SBP prescribes procedures with timelines for PEP requests, including account opening.
- A dedicated unit inside SBP's Consumer Protection Department takes up unresolved PEP complaints with banks.
What to do if your bank stalls or refuses
These steps follow SBP's complaint route. SBP says to contact the bank first and settle it directly. Then try the Banking Mohtasib if the bank fails to resolve it, and contact SBP for an urgent matter or any other case.
- Ask the branch for the bank's PEP focal person and write down the name and number shown on the bank's website.
- Ask in writing for the decision and the specific reason. The framework says a refusal must give the reason in writing.
- Send your complaint to the bank's complaint unit with the dates and the name of each officer you dealt with.
- If it is not fixed, file a complaint with SBP through its help desk, including your name, address, CNIC, contact numbers, the bank and branch, and the timeline of events.
- Attach copies, not originals, of any letters or papers.
The wider route for banking complaints is in the page on the SBP Sunwai complaint portal. If you are opening a plain account and have no such issue, start with the guide to opening a bank account in Pakistan.
What the rule does not promise
| Question | What SBP's page says | What it does not say |
|---|---|---|
| Can a bank refuse for PEP status alone? | No, it must not discriminate | That the bank must approve every request |
| Is a PEP high risk? | Not presumed high risk individually | That checks are skipped |
| Who handles requests? | A bank focal person | A fixed number of days for PEPs |
| Where does an unresolved case go? | SBP's PEP unit | A guaranteed outcome |
A bank can still decline a request for other valid reasons, such as missing papers or a failed identity check. Ask which reason applies and get it in writing.
Common questions
Can a bank refuse me because I am a politically exposed person?
Not for that status alone. SBP says banks have been directed not to refuse or restrict services to PEPs because of their affiliation or status.
Is a PEP treated as high risk?
SBP says PEPs are not presumed high risk individually. A bank can still apply extra checks to any customer its own risk model flags.
Who at the bank deals with PEP requests?
A designated focal person. SBP says banks must show the focal person's contact details at branches and on their websites.
Where do I complain if the bank does not act?
Go to the bank's complaint unit first. Then use SBP's help desk, which has a dedicated unit for unresolved PEP complaints. You can also approach the Banking Mohtasib.
Does the bank have to give a reason in writing?
Yes, for an account decline. SBP's onboarding framework says the specific reason must be communicated to the customer in writing.
Does this apply to relatives of PEPs?
SBP's page does not say. Ask your bank how it treats relatives, and complain if it refuses without a reason.
How we verified this
What we checked, where we read it, and what we could not confirm.
Last checked on 13 October 2026, Pakistan time. We read SBP's Consumer Protection page, including the sections on complaint resolution and Politically Exposed Persons, and SBP's circular on the Consolidated Customer Onboarding Framework with the framework attached to it. SBP's page does not define a PEP or say whether relatives are covered, and we found no timeline specific to PEP requests. We did not test how any bank handles these requests.
About the author
Technology Journalist & Multimedia Producer
Ahmad Ali is a technology journalist and multimedia producer at Pakistan Era, joining the team in October 2026. He covers consumer technology and digital life for Pakistani readers, combining research with hands-on product testing.
