Home › Bank codes › UBL complaints
Short answer Start with UBL and keep the complaint reference number. UBL accepts complaints through its online form, Digital app, call centre, email, a branch or a written letter. Its published process says it acknowledges complaints within two working days. The stated resolution window is 3–7 business days for minor matters, 15 business days when an investigation is needed, and 30 business days for fraud-related complaints.
Write down the facts while they are fresh:
Do not put a PIN, password or one-time code in a complaint. If you suspect fraud, contact the bank immediately rather than waiting to assemble a perfect file.
UBL publishes these routes:
| Channel | UBL’s published route |
|---|---|
| Phone | 021-111-825-888, available 24/7 |
| International / Azad Kashmir | +92-21-32446949 |
| customer.services@ubl.com.pk | |
| Online | Complaint form from UBL’s Contact Us page |
| UBL Digital app | Log in, open the top-left menu and choose Complaints |
| Branch | Visit a UBL branch or use the complaint hotline available at branches and ATMs |
| Letter | Manager Complaint Management Unit, United Bank Limited, 3rd Floor, Plot No. 4-C, Phase 5, Stadium Lane No. 1, Khayaban-e-Shamsheer, DHA, Karachi |
Source: UBL Contact Us ↗ · checked 21 October 2026
Use the channel that gives you a durable record. For a phone complaint, ask for the reference number and note when the call ended. For email or online submission, save the acknowledgement.
UBL says it provides a complaint reference number within two working days by email, SMS or letter. Its published resolution targets are:
UBL also says it sends an interim update on the ninth working day when an investigation needs more time. These are the bank’s published service timelines, not a promise that every case will be decided in the customer’s favour.
For suspected fraud, UBL’s separate fraud page tells customers to call 021-111-825-888. It says an investigation may require a dispute form, a police FIR, a CNIC copy, a written account of what happened, and screenshots of relevant calls or messages.
Source: UBL fraud intimation process ↗ · checked 21 October 2026
Do not delay the first report while collecting every supporting item. Report the incident, ask what is required for your case, and submit documents only through the bank’s official route. A transfer dispute is not automatically reversible; see can a bank transfer be reversed? for the practical limits.
Reply through the same complaint channel first and quote the original reference number. State what remains unresolved and attach only relevant evidence.
UBL lists the Banking Mohtasib Pakistan and the State Bank of Pakistan as alternate redress routes. The SBP’s Sunwai service can register and track complaints against regulated banks, DFIs and microfinance banks. It issues a tracking number and supports English and Urdu.
Read each forum’s current eligibility and process before filing. Escalation is not a substitute for giving the bank the complaint details and reference it needs to investigate.
Keep one short chronology:
This prevents a later escalation from becoming a collection of disconnected screenshots.
Use UBL’s online complaint form, the UBL Digital app, its 24/7 call centre, email, a branch or a written letter. Ask for and keep the complaint reference number.
UBL says it acknowledges complaints within two working days.
UBL publishes 3–7 business days for minor complaints, 15 business days for matters requiring detailed investigation and 30 business days for fraud-related complaints. Card disputes may follow card-association timelines.
Sunwai provides a route for complaints against regulated financial institutions. Check the portal’s current process and keep evidence that you first raised the matter with the bank when required.
Checked 21 October 2026:
This page explains published complaint channels. It is not UBL, SBP or the Banking Mohtasib, and ptvold is not affiliated with Pakistan Television Corporation.
