SBP special unit to prevent discrimination with customers

The State Bank of Pakistan (SBP) has established a special unit in its Consumer Protection Department (CPD) for handling grievances against discriminatory practices of the banks for denying services to the customers. The unit has been set up due to increasing complaints from various quarters regarding discrimination by the banks on the basis of high-risk category of customers including their status as politically exposed persons (PEPs). SBP’s instructions already prohibit discrimination on the basis of specific occupation, trade, region, gender and other factors while providing financial services in normal course of business. SBP has therefore, reiterated that the banks should not discriminate any customer merely on the ground that he/she belongs to a particular category of customers. In this respect, the central bank has also advised the banks to put in place an internal mechanism for speedy handling of such complaints and nominate the senior officers with responsibility of dealing with complaints and issues related to PEPs and for coordination with SBP.

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