Banking Mohtasib (ombudsman)

Presented By:
Afaq Khan
Mohtasham Irfan
Ammara Shafique
Sara Farrukh
 Introduction
About 25 countries have established the institution of Banking
Mohtasib (Ombudsman)

The schemes have always had a very positive influence on the system

Banks have become increasingly conscious of their responsibilities

Over past few years there is a proportionate increase in the volume

of associated complaints from the general public. 
 Objectives

• As a part of good governance with in the financial sector the

government wants to ensure that public complaints against banks
are investigated through an independent body which is impartial
and offers free and prompt service.
• To determine the terms and conditions of banking system in
Pakistan.
• Banking mohtasib make recommendations for implementing of this
system through a proper banking companies ordinance 1962.
• Baking mohtasib has powers to call for information of banks.

• Banking mohtasib determines the procedure for making

complaints.it allow general public to file any complaint in a easier
and comfortable way.

• Other objectives of banking mohtasib is to publish annual reports.

 Achievements
• Disposal of complaints

• HRM

• Arrangements for use of Urdu language for official and other purpose.

• Installation of bio metric machines 

• Technology/it related initiatives.

• Tenders
 Case 11
Payment of cheque despite stop payment instructions
• 2 cheques in bank and after one day he informed bank though email
to stop the payment of these cheques. But the bank did not respond
to his email and make payments of these cheques.
• Complainant filed a suit in banking mohtasib after investigation
banking mohtasib find guilty of bank staff and orders bank to refund
the amount of cheques to the complainant.
• The bank filed a representation to president of Pakistan against order
of the banking mohtasib but the representation was declined and the
order was upheld.
This case study shows us that this institution works for the benefits of
people without any pressure.
 Case 9
Car Financing
• In 2005 a man buy Toyota corolla from bank for fully adjusted.
• After 5 years Bank lost Documents
• Complainant said the price of vehicle sold on duplicate is less than
original papers.
• Banking Mohtasib heard both and the bank authorized officer said that
duplicate copy is provided to the owner
• Officer stated that 3 authorized dealers are ready to buy a car on high
rates.
• Officer stated that Duplicate document is ready and bank is also ready
to compensate by Rs 150,000/- and complainant agree.
 Case2
• Joint account cheque books are also maintaining in tow accounts.

• Bank submitted the requisite document ,along with internal investigation.

• Forged by the concerned officers regards to customers specimen .

• The officials of BMP provides on the behalf of case DE NOVE

• Compensate the complaint for loss.

In this case study banking mohtasib explaining that how joint accounts
operate
 Case 13
SKIMMING OF ATM CARDS
• 10 wrongful withdrawals amounting Rs.136,000 occurred against
ATM card of complainant having account in bank
‘M’
• Afore mentioned valid transactions took place at the ATMs of bank
‘X’ ,’Y’ and ‘Z’ out of which bank ‘Z’ reported the transactions to all
the banks.
• Bank ‘M’ denied the liability of loss to the complainant customer.
• Snap shots revealed the occurrence of skimming fraud at the ATM of
bank ‘Z’ where the skimmer captured the pin entry
• Although fraud happened at the ATM of bank ‘Z’ but as per the best
global practices and rules of VISA and MASTERCARD the liability
of the compromised card lies with issuing bank i-e bank ‘M’.
• Taking into account the above mentioned ,banking mohtasib directed
bank ‘M’ to reimburse the complainant sum of Rs. 136,000.
Comments
• ATM cards should always be used on trusted and crowded places
against the threat of theft or pilferage while withdrawing money
• Pin entry must be done with taking care that it is being kept secret
from the eyes of passerby's or from the CCTV cameras which can be
compromised
• ATM card should have been blocked by the complainant when the first
illegitimate transaction took place