Complaint & Suggestions – Your Feedback Matters
At Soneri Bank Limited, we are committed to delivering exceptional banking services and ensuring a seamless customer experience. Your feedback, including complaints and suggestions, helps us continuously improve our products, services, and processes. We value your trust and are dedicated to resolving your concerns in a fair, transparent, and timely manner.
Complaint Lodgement Channels
Customers may register their complaints through any of the following channels:
Contact Center
Call our Contact Center for immediate assistance.
UAN: (021-111-766374)
Website
Visit www.soneribank.com and navigate to Contact Us > Lodge a Complaint to submit your complaint online.
Social Media
Customers may also reach us through our official social media platforms:
– Facebookhttps://www.facebook.com/share/14mSG7bcPMj/
– Instagram: https://www.instagram.com/soneribankltd?igsh=MW9wa3JpOXp1Z3BscQ==
– LinkedIn https://www.linkedin.com/company/soneribankltd/
By Post
Complaint Management Unit (CMU)
Soneri Bank Limited
(Plot No: 1/C, Stadium Lane No: 01, DHA Phase-V, Khayaban-e-Shamsheer, Karachi)
Branch Network
Visit any Soneri Bank branch nationwide. Our branch staff will assist you in registering your complaint and provide you with a Complaint Reference Number.
Complaint Handling Process
Complaint Acknowledgement
Upon receiving your complaint, Soneri Bank will acknowledge your complaint and provide a unique Complaint Reference Number within two (2) working days via SMS, Email, Telephone Call, or Letter.
Investigation & Resolution
Your complaint will be reviewed and forwarded to the relevant department for investigation and resolution.
Our target resolution timelines are:
– 3–7 working days for general service-related complaints.
– Up to 15 working days for complaints requiring detailed investigation.
– Up to 30 working days for fraud-related complaints.
– Card disputes and chargeback cases shall be resolved as per the applicable Visa, MasterCard and 1LINK operating regulations.
Interim Updates
Where additional time is required, Soneri Bank will provide an interim status update by the 10th working day, informing you about the progress of your complaint and the expected resolution timeline.
Complaint Resolution
Once the investigation is completed, the final resolution will be communicated through Email, SMS, Telephone Call, or Letter.
Our objective is to ensure every complaint is resolved fairly, transparently, and in accordance with applicable regulatory requirements.
If You Are Not Satisfied
If you are not satisfied with the outcome of your complaint, you may escalate the matter to the following independent regulatory authorities.
Banking Mohtasib Pakistan
Email: [email protected]
Address:
Banking Mohtasib Pakistan
5th Floor, Shaheen Complex
M.R. Kyani Road, Karachi, Pakistan
Telephone: +92 (21) 99217334–38
State Bank of Pakistan
Consumer Protection Department (CPD)
Email: [email protected]
Address:
Consumer Protection Department
State Bank of Pakistan
I.I. Chundrigar Road
Karachi, Pakistan
UAN: +92 (21) 111-727-273
SBP Online Complaint Portal (Sunwai)