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Short answer Start with Bank Alfalah through its online complaint form, helpline, Alfa app, a branch or a written complaint to the Complaint Management Unit. The bank says it acknowledges complaints within 48 hours and aims to issue a final response within five working days, unless the case needs more investigation. Keep the reference number and evidence. If the bank’s final answer is not satisfactory, ask it to reconsider before escalating through SBP Sunwai or Banking Mohtasib Pakistan.
This guide covers the complaint route published by Bank Alfalah for Pakistan. It does not replace an emergency card block or a fraud report.
Bank Alfalah publishes several ways to lodge a complaint:
Use a channel that leaves a record. For a branch or telephone complaint, ask for the complaint or reference number and note the date, time and the name or extension of the person who handled it.
Source: Bank Alfalah Contact Us and complaint handling ↗ · checked 27 October 2026.
The bank’s web form asks for the customer’s name, mobile number, email, city, product details and a description of the complaint. A useful complaint also states:
Attach statements, receipts or screenshots only when they are relevant. Mask unrelated balances and transactions. Never include a password, card PIN, Alfa MPIN, CVV or one-time password.
For a disputed transfer, keep the confirmation screen and any bank reference. For an ATM issue, note the ATM location, date, time, amount and whether cash was dispensed. Bank Alfalah lists dedicated contacts for ATM and ADC disputes on its Contact Us page, but the public complaint form remains a valid starting record.
Bank Alfalah says it will:
The bank also says some complaints require more investigation. In those cases, it will tell the customer how much additional time is needed.
These are the bank’s published handling targets, not a promise that every dispute will be resolved in five working days. Complex fraud, card-scheme, interbank or remittance cases may depend on records held by another institution.
If the acknowledgment does not arrive, follow up through the same channel and quote the submission date. Do not submit several differently worded complaints for the same case without linking them; that can make the record harder to follow.
If money moved without your permission, act before writing a long complaint:
Bank Alfalah’s fraud-awareness page tells customers to call 111-225-111 or 111-225-224, use contactus@bankalfalah.com, and lodge the complaint through the call center, Alfa app, website, Customer Service Center or a branch.
Source: Bank Alfalah Fraud Risk Awareness ↗ · checked 27 October 2026.
Do not call a number from a message claiming to be the bank. Open Bank Alfalah’s website or app yourself. The bank says customers should not share an OTP, PIN or password.
Bank Alfalah says a customer who considers the resolution unfair may approach the bank again for reconsideration. Reply to the final response or reopen the case through an official channel, quoting the original reference and identifying the point that was not addressed.
A clear reconsideration request should separate:
This step is useful even when you expect to escalate, because it produces a concise record of the unresolved issue.
Bank Alfalah links to SBP Sunwai, the State Bank of Pakistan’s complaint-management service for customers of banks, development finance institutions and microfinance banks. Keep the bank’s complaint reference and response ready.
Sunwai routes and eligibility can change. Read the current instructions on the portal before submitting.
Bank Alfalah describes Banking Mohtasib Pakistan as an independent statutory forum for disputes between customers and banks. Its page says a customer must first approach the bank in writing. If the bank does not resolve the issue satisfactorily, or provides no response within 45 days, a complaint may be filed with Banking Mohtasib Pakistan.
Use the current Banking Mohtasib website for forms, jurisdiction and document requirements. Do not assume every commercial disagreement or service request falls within its jurisdiction.
Bank Alfalah’s Contact Us page lists separate routes for two categories:
Lodge the complaint with the bank first and preserve the transaction reference. A remittance can involve the sender’s provider, correspondent institutions and the receiving bank, so the exact reference and dates matter.
For practical tracking steps, see Track a remittance to Pakistan.
Before escalating, confirm that you have:
For related account details, see Bank Alfalah account opening and Bank Alfalah IBAN.
The bank says it acknowledges a complaint within 48 hours and aims for a final response within five working days. It may give a longer investigation time for a complex case.
Yes. Bank Alfalah lists the Alfa app among its official complaint channels.
Call the bank’s 24-hour helpline immediately, secure the account as instructed and lodge a formal complaint with the transaction evidence.
Bank Alfalah’s published guidance says to complain to the bank in writing first. It says a customer may approach Banking Mohtasib when the bank’s answer is unsatisfactory or no response is provided within 45 days.
Checked 27 October 2026 against Bank Alfalah’s Contact Us and complaint-handling page and Fraud Risk Awareness page.
