Islamic Commercial Bank

DIB Complaints & Escalation

Part of PakFinHub's DIB coverage — how to complain, and what to do if DIB doesn't fix it.

• 30-Day Resolution Window
• Free Ombudsman Route

Written & reviewed by Dildar Hussain — 10+ years in Pakistani banking, BS Banking & Finance (NUML University)

Complaining to a bank is a different problem from just reaching its helpline — you need DIB to actually acknowledge and act, and a route that doesn't depend on DIB if it doesn't. This page covers DIB's own complaint channels, the State Bank of Pakistan's Sunwai portal, and the Banking Mohtasib escalation path, in the order most people actually need them.

How to Lodge a Complaint With DIB

Whichever channel you use, keep a copy of what you submitted and any acknowledgment or reference number DIB gives you, and note the date. You'll need that record if you have to escalate later.

Source: DIB Pakistan's official Phone Banking and Problem Resolution pages, dibpak.com.

SBP's Sunwai Portal

Sunwai (sunwai.sbp.org.pk) is the State Bank of Pakistan's own one-window complaint portal, launched in December 2023, for lodging complaints against any bank, microfinance bank, or DFI in Pakistan — including Roshan Digital Account issues. You register with your CNIC and basic contact details, and the portal assigns your complaint a tracking number, with updates by SMS and email. Per SBP's own description of how the portal works, a complaint filed through Sunwai is routed to the bank as the first forum for resolution, with Banking Mohtasib Pakistan as the second forum, and SBP itself handling certain complaints directly.

In practice, this means Sunwai can function as a single starting point instead of contacting DIB, then separately Banking Mohtasib, then separately SBP — though going directly to DIB first (by phone or branch) is still typically faster for a straightforward issue.

Source: State Bank of Pakistan's official Sunwai portal (sunwai.sbp.org.pk) and SBP's public announcement of the Sunwai portal launch, December 2023.

Complaint Escalation Path

1. Lodge your complaint directly with DIB — Phone Banking, the complaint form, or in writing at a branch — and keep a copy of your complaint and DIB's acknowledgment, stating your intent to approach Banking Mohtasib if it isn't resolved.
2. DIB has up to 30 days to resolve and respond to your complaint — shortened from the earlier 45-day window by a 2024 amendment to Section 82D of the Banking Companies Ordinance, 1962. This 30-day rule applies to every SBP-regulated bank, not just DIB.
3. If DIB doesn't respond within 30 days, or the response is unsatisfactory, you have a further 30 days to escalate to Banking Mohtasib Pakistan — an independent, free-of-charge ombudsman for bank customers — at Shaheen Complex, 5th Floor, M.R. Kiyani Road, Karachi, using their prescribed complaint form, or via SBP's Sunwai portal. The Mohtasib can accept later filings if you have a valid reason for the delay.
4. You can also raise unresolved consumer-protection complaints directly with the State Bank of Pakistan's Banking Conduct & Consumer Protection Department, or through Sunwai.

Source: Banking Companies Ordinance, 1962 (as amended, Section 82D), Banking Mohtasib Pakistan's official complaint guidance, and SBP's Sunwai portal — standard across all SBP-regulated banks.

What to Include in Your Complaint

• Your full name and CNIC
• Your DIB account or card number
• A clear description of what happened, with dates
• Any reference number DIB already gave you for the issue
• What resolution you're asking for

Which Route Should You Use?

Complaints & Escalation FAQs

Official Sources & Last Verified

Facts on this page were checked directly against DIB Pakistan's official complaint channels, the Banking Companies Ordinance's Section 82D amendment, Banking Mohtasib Pakistan's official guidance, and SBP's Sunwai portal. Last verified: August 22, 2026. Escalation timelines and portal details can change; treat sunwai.sbp.org.pk and dibpak.com as the source of truth.

Good For

• Knowing exactly where to complain first, and what to do if that doesn't work
• Understanding SBP's Sunwai portal as an alternative to contacting each forum separately
• Having the Banking Mohtasib's address and process on hand before you need it

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For independent verification, see SBP Sunwai Portal, State Bank of Pakistan.