Complain About Your Bank on the SBP Sunwai Portal

Sunwai is the State Bank of Pakistan's free online complaint portal at sunwai.sbp.org.pk. You register with your mobile number, CNIC and email, answer a few questions, and it sends your complaint to the right place: your bank, the Banking Mohtasib, or the State Bank.

Most people with a bank problem know two options: shout at the branch, or give up. The State Bank built a third. We went through the Sunwai portal, its FAQ and its complaint handling page on 2 October 2026 to set out how a Sunwai complaint works, who it reaches, and what it cannot do.

Sunwai sends your complaint to the right forum

Sunwai does not replace your bank's complaint desk. It is a front door. The State Bank says the portal lodges complaints with banks, microfinance banks and development finance institutions first, with the Banking Mohtasib Pakistan second, and with the State Bank itself in certain cases.

The portal's own description is "a platform to lodge complaints related to Roshan Digital Accounts and General Banking". It works round the clock, according to the State Bank, and there is a mobile app on Google Play and the iOS App Store.

The last row is a common mistake. The Sunwai FAQ says the State Bank has no regulatory power over investment banks, leasing, modaraba, insurance and other non-bank firms. Complaints against those go to the SECP.

Register and lodge a complaint in six steps

Registration takes a few minutes. You choose whether you are a Pakistani resident, an overseas Pakistani or a foreigner, then give your personal details, including mobile number, CNIC and email. After that you answer short questions and the portal routes the complaint.

1. Open sunwai.sbp.org.pk and click New User. The sign-up page is at registeruser.sbp.org.pk.
2. Pick your type: Pakistani Resident, Overseas Pakistani or Foreigner.
3. Enter your details, such as mobile number, CNIC and email address, and create your login.
4. Log in and start a complaint. Answer the short questions about your bank and the problem.
5. Attach your proof: account statement lines, SMS alerts, screenshots and any earlier complaint number from the bank.
6. Save the complaint number the portal gives you, and use it to check the status.

The State Bank says complaints get a unique number, and that complainants are told about progress by SMS and email. That description is written for Roshan Digital Account complaints on the same portal. We did not lodge a complaint ourselves, so we have not seen the general banking screens.

The bank gets 45 days before the Banking Mohtasib

Your bank is always the first forum. The State Bank's Sunwai FAQ says that if the bank does not reply within 45 days, or you are not satisfied with its answer, you can take the complaint to the Banking Mohtasib Pakistan.

The Banking Mohtasib is an independent body set up under federal law. The FAQ says it hears complaints about banking malpractice, operational problems, breaking banking laws and harassment in loan recovery. For government-owned banks, it can also hear complaints of corruption and nepotism.

Your own bank also owes you shorter deadlines than 45 days for a first reply. The State Bank's complaint handling rules set those out, including 30 days for a fraud complaint.

If you are unhappy with a Mohtasib decision, the FAQ says you can file a representation to the President of Pakistan within 30 days. The State Bank cannot overrule the Mohtasib.

What the State Bank will and will not take up

The State Bank handles some complaints directly: microfinance banks, prize bonds, currency notes, utility bills, pensions and urgent matters. It will not take up court cases, matters already with the FIA or NAB, staff disputes inside banks, anonymous complaints, or claims for damages.

• Microfinance banks: the Banking Mohtasib does not cover them, so the State Bank is the second forum.
• No compensation: the FAQ says the State Bank cannot award damages. For that, you need a court.
• No loans on demand: it cannot order a bank to lend to you.
• No legal advice: it does not give legal or financial advice.
• Copies are ignored: a complaint sent to your bank with a copy to the State Bank "for information" is not investigated by the State Bank.

That last point catches people out. If you want the State Bank to act, address it directly through Sunwai or its complaint desk, not as a copy.

Other ways to reach the State Bank

If you cannot use the portal, the State Bank's complaint desk takes complaints by email, phone, fax and post. It also runs Customer Facilitation Centres in 14 cities, where you can lodge a complaint in person.

• Helpline: 021-111-727-273
• Email: cpd.helpdesk@sbp.org.pk
• Fax: 021-99221160
• Post: Director, Banking Conduct and Consumer Protection Department, State Bank of Pakistan, I.I. Chundrigar Road, Karachi
• Centres: Karachi, Hyderabad, Sukkur, Bahawalpur, Multan, Dera Ismail Khan, Lahore, Gujranwala, Sialkot, Faisalabad, Rawalpindi, Peshawar, Quetta and Muzaffarabad

Overseas Pakistanis can also raise a complaint about a Pakistani bank through the Overseas Pakistanis Foundation, which passes it to the State Bank. Roshan Digital Account holders can use Sunwai directly; the Roshan Digital Account has its own complaint route on the portal.

Common questions

Is Sunwai free to use?

We saw no fee anywhere on the portal, its FAQ or its sign-up page. Registration asks only for your personal details.

Can I complain on Sunwai before going to my bank?

You can start on Sunwai, but the State Bank treats your bank as the first forum. The portal sends the complaint to the bank first.

Can I complain about a microfinance bank on Sunwai?

Yes. Microfinance banks are not covered by the Banking Mohtasib, so the State Bank acts as the second forum for them.

Can the State Bank get me compensation?

No. The Sunwai FAQ says the State Bank cannot award damages or compensation. For that, the complainant has to go to court.

Does Sunwai have a mobile app?

Yes. The State Bank says the portal is supported by a mobile app on Google Play and the iOS App Store.

Can I complain about an insurance or leasing company?

Not to the State Bank. Its FAQ says complaints against insurance, leasing, modaraba and other non-bank firms go to the SECP.

How we verified this

What we checked, where we read it, and what we could not confirm.

Last checked 2 October 2026. We read the State Bank of Pakistan's Sunwai portal pages on that date: the homepage at sunwai.sbp.org.pk, the About This Portal page, the General Banking Complaints Handling Mechanism page, the contact page, the sign-up page at registeruser.sbp.org.pk, and the General Banking FAQ. The forums, the 45 day rule, the Banking Mohtasib's areas, the representation to the President within 30 days, the State Bank's own areas and exclusions, the helpline, email, fax and postal address, the 14 Customer Facilitation Centres, the OPF route and the SECP referral are all from those pages. The unique complaint number and SMS and email updates are described on the complaint handling page for Roshan Digital Account complaints. We did not lodge a complaint, so we cannot say how long the State Bank takes to respond. Nothing here is legal advice.