SBP Sunwai Portal: How to Lodge & Track a Banking Complaint Online

SBP Sunwai Portal - how to lodge and track a banking complaint online via sunwai.sbp.org.pk

Note: Sunwai is run by the State Bank of Pakistan (SBP), Pakistan's federal central bank and financial regulator — not a Punjab provincial platform.

Sunwai ("hearing" in Urdu), at sunwai.sbp.org.pk, is the State Bank of Pakistan's official customer complaint portal and app — a one-window system for lodging complaints against banks, microfinance banks, and development finance institutions operating in Pakistan. This guide covers how the portal works, how to register a complaint, and what happens if your bank doesn't resolve it.

What Is the SBP Sunwai Portal?

Sunwai serves as a one-window operation for banking customers to register their complaints against Banks, Microfinance Banks (MFBs), and Development Financial Institutions (DFIs) operating in Pakistan. Customers can lodge complaints related to any banking product or service — including Roshan Digital Accounts (RDA), the SBP initiative that lets Non-Resident Pakistanis remotely open accounts with Pakistani banks. Sunwai is accessible both through a web browser and via a mobile app on Android and iOS.

Each complaint is assigned a unique tracking number, communicated to users via SMS and email, and registered users can lodge complaints in either English or Urdu.

What Sunwai Does — and Doesn't — Replace

It's worth understanding where Sunwai fits in the complaint process: it does not replace your bank's own complaint desk. Instead, the State Bank routes complaints lodged through Sunwai to the relevant bank, MFB, or DFI first; escalation to the Banking Mohtasib Pakistan (BMP) or to SBP itself happens only in specific follow-up circumstances, described below. A complaint copied to SBP "for information" while being sent directly to your bank is not investigated by the State Bank — you need to actually lodge it through Sunwai (or SBP's other official channels) for it to be treated as a formal complaint.

What Sunwai Can Help With

Complaints related to any banking product or service offered by a licensed bank, MFB, or DFI
Roshan Digital Account (RDA) issues specifically
General banking service complaints under SBP's regulatory jurisdiction

Matters such as court cases, claims for damages, and other issues outside SBP's regulatory remit are not handled through this portal — these typically need to go through the appropriate legal or judicial channel instead.

How to Register and Lodge a Complaint

Visit sunwai.sbp.org.pk, or download the Sunwai app from the Google Play Store or Apple App Store.
Click "New User" to register, or go directly to registeruser.sbp.org.pk.
Enter your full name, CNIC, mobile number, and a valid email address.
Verify your identity using the OTP (One-Time Password) sent to your phone.
Once registered, log in and click "Lodge Complaint."
Select your complaint category — General Banking or Roshan Digital Account — and choose your bank from the dropdown list.
If relevant, specify the branch name or city where the issue occurred.
Write a clear, detailed description: explain exactly what happened, include relevant dates and times, and mention who you spoke with if you've already contacted the bank directly.
Submit your complaint — you'll receive a unique tracking number via SMS and email.

What Happens After You Submit

Once lodged, your complaint is routed to the relevant bank's dedicated Complaint Management Unit (CMU) for review. Banks are required to resolve complaints within SBP-prescribed Turn-Around Times (TATs). If the complaint cannot be resolved at the branch or initial level, it is escalated within the bank's own complaint management system.

If Your Bank Doesn't Respond — The Banking Mohtasib

As per the applicable regulations, if a complainant does not receive a reply from their bank within 45 days, or finds the bank's reply unsatisfactory, they may escalate the complaint to the Banking Mohtasib Pakistan (BMP) in the prescribed manner. SBP itself becomes involved directly only in certain specific cases, after the bank-level and BMP-level channels have been engaged as the primary points of resolution.

Is There a Cost to Use Sunwai?

Sunwai is a free complaint portal provided by the State Bank of Pakistan — there is no fee to register, lodge, or track a complaint through the platform.

Alternative Ways to Complain

If you're unable to use the online portal or app, the State Bank's complaint desk also accepts complaints by email, phone, fax, and post. Many individual banks also maintain their own physical complaint drop boxes at branches, where a written complaint is logged into that bank's internal Complaint Management System (CMS) and assigned a system-generated tracking number.

Frequently Asked Questions

Do I need to create an account to lodge a complaint?

Yes — you need to sign up on the Sunwai Portal using your valid CNIC and contact details before submitting a complaint.

What if I don't hear back from my bank?

If you don't receive a reply within 45 days, or you're unsatisfied with the response, you can escalate your complaint to the Banking Mohtasib Pakistan.

Can I lodge a Roshan Digital Account complaint through Sunwai?

Yes — RDA-related issues are specifically one of the categories Sunwai was designed to handle, alongside general banking complaints.

Is Sunwai available in Urdu?

Yes — the portal is bilingual, and registered users can lodge complaints in either English or Urdu.

For video guide, view this video

Final Thoughts

The SBP Sunwai Portal gives banking customers in Pakistan a free, trackable, and bilingual way to hold banks, MFBs, and DFIs accountable for resolving complaints within set timeframes. Start at sunwai.sbp.org.pk, be specific and detailed in your complaint description, and remember the Banking Mohtasib Pakistan is your next step if your bank doesn't respond within 45 days.

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