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At Bank Alfalah, we are committed to the highest standards of service, care and ethical conduct. We will be glad to assist you regarding your any query, request, feedback or complaint.

If you have queries or want to apply for a specific product, please click on the relevant link below:

You may contact us in following ways:

Bank Alfalah Contact Center

From within Pakistan dial: +21 111-225-111 or +42 111-225-111
From outside Pakistan dial: +92 21 111-225-111 or +92 42 111-225-111
For card authorization: 042 111-225-786

Bank Alfalah Branches

Visit any Bank Alfalah branch near you or use our branch locator to locate a branch of your convenience.

Note:

Bank’s timings have been updated due to the current situation.

Please Click here for our updated timings.

For more information regarding our branch timings and services, please Click here.

Webchat: Click here to chat with us!

Consumer Finance Centers

You can also meet with our representatives at Consumer Finance Centers for Credit Card, Personal, Auto & Home Loan queries. Please Click here to view the complete list of centers.

Complaint Management Unit

In case you have any grievance with us then you may write a letter to Manager, Complaint Management Unit, Bank Alfalah Ltd.6th Floor, State Life (SLICO) Building, I.I Chundrigar Road, Karachi, Pakistan.

Fraudulent Fund Transfer Complaint

In case of any fraud related complaints, please click here to complete the complaint form.

For immediate lodgment of complaint, please call 24X7 Bank Alfalah Helpline number as mentioned below:
From within Pakistan dial: +21 111-225-111 or +42 111-225-111
From outside Pakistan dial: +92 21 111-225-111 or +92 42 111-225-111

Complaint Handling:

You can complaint to us via above mentioned channels. We will acknowledge your complaint within 48 hours of receipt and will revert after concluding investigation with the final response within 5 working days. However, if the nature of your complaint requires further investigation, we will apprise you of the time required for a full response.

Click here to download the complaint form and get comprehensive details on complaint handling.
Click here to lodge your complaint online

Our aim is to address your concerns in a fair, transparent and efficient manner; if you feel our provided resolution on your complaint is not fair or up to your satisfaction you may approach the bank again for reconsideration. However, if our final stance on your complaint is still not justifiable, then you may approach the following independent avenues to escalate your concerns:

State Bank of Pakistan

SBP SUNWAI:
In its endeavor to address banking customers regarding their complaints, SBP has developed a Portal and Mobile App namely ‘SUNWAI- a customer complaint management service’ with an aim to facilitate customers in the lodgment of their complaints with the Banks/DFIs/MFBs

Sunwai can be accessed at https://sunwai.sbp.org.pk/

Further, the customers may approach preferably, Banking Mohtasib Pakistan if the provided resolution on a complaint by the respective bank is not up to the satisfaction. However, the customers may also contact State Bank of Pakistan. For further details, please click here

SBP PRI:
For the complaints related to home remittance payments ; please contact PRI ( Pakistan Remittance Initaivies) via following numbers and email address.
Contact Number: +9221-111-727-774
Email: complaints@pri.gov.pk

Contact Details:

E-mail: cpd.helpdesk@sbp.org.pk
Address: The Director, Banking Conduct & Consumer Protection Department, State Bank of Pakistan, I.I Chundrigar Road, Karachi, Pakistan.
UAN: (+92 21) 111- 727- 273
Fax: (+92 21) 99221160 & 99221154
For further details, please refer to: www.sbp.org.pk/cpd/cpd-help.asp

Banking Mohtasib Pakistan:

This is an independent statutory body working as an alternate forum for amicable resolution of disputes between customer and banks. In order to approach Banking Mohtasib Pakistan customers are first required to approach their respective bank in writing, further to which if the bank does not resolve the issue up to the satisfaction of a customer or there is no response provided within 45 days, then a complaint may be filed with the Banking Mohtasib Pakistan.

For further details, please click here.

Contact Details:

Email: info@bankingmohtasib.gov.pk
Address: Banking Mohtasib Pakistan, Shaheen Complex 5th floor, M R Kiyani Road, Karachi.
Telephone: (+92 21) 99217334-38 (5 lines)
Fax: (+92 21) 99217375
For further details, please refer to: www.bankingmohtasib.gov.pk/complaints.php

Additional Information

Retail: 021 111-225-111
Alfa: 042 111-225-224
Premier Banking: 021 111-225-226
American Express: 042 111-226-111
Platinum Helpline: 0800 22225
Branchless Banking: 021 111-225-229
BISP: 042 111-427-111
Authorization: 042-111-225-786

Please contact the following for queries related to:

Cards captured in ATM

Mr. Qaiser Nisar
E-mail: atmcapturedcardscfg@bankalfalah.com
Phone: +92 (42) 35888630-9 | Fax: +92 (42) 35888626
Address: Consumer Finance Centre, 2nd Floor, 23-H, Gulberg II, Lahore, Pakistan.

ATM & ADC transactions dispute

Mr. Faraz Ahmed Nasim
E-mail: atmsettlementunit@bankalfalah.com
E-mail: syed.fahim@bankalfalah.com
Address: 9th Floor, Fakhri Trade Centre, Shahr-e-Liaquat (Frere Road) Karachi

For e-CIB / PEP(s) related complaints

Name : Muhammad Ali Vohra Unit Head – Complaint Management Unit
Address : Bank Alfalah Ltd.6th Floor, State Life (SLICO) Building, I.I Chundrigar Road, Karachi, Pakistan.
Phone : 021-38203089
E-mail : ali.vohra@bankalfalah.com

Name : Inam-ul-Haq Senior Officer – Complaint Management Unit
Address : Bank Alfalah Ltd.6th Floor, State Life (SLICO) Building, I.I Chundrigar Road, Karachi, Pakistan.
Phone : 021-38203228
E-mail : inamul.h@bankalfalah.com
Reach someone helpful 24/7111-225-229

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