Recovering Money From a Pakistani Bank (2026 Legal Guide) — Rules & Requirements
About this article
Reviewed by the Commoner Law editorial team. Sources: pakistancode.gov.pk, Punjab/Sindh/KP/Balochistan provincial codes, Supreme Court of Pakistan, FBR, EOBI, SBP, NEPRA, OGRA, PMDC, FIA, and provincial Healthcare Commissions. Provincial variations cite Punjab/Sindh/KP/Balochistan Acts and ICT-specific ordinances. Written in plain English with everyday Urdu legal terms (FIR, qabza, khula, NTN, CNIC) for a general audience — this is educational content, not legal advice. Our editorial standards
What is this right?
Pakistan has a two-step money-recovery framework. Step 1: the bank. The SBP Electronic Fund Transfers Regulations 2018 (issued under sections 3 and 26 of the Payment Systems and Electronic Fund Transfers Act 2007) put the burden on the bank to prove a disputed electronic fund transfer was authorised. Where the bank cannot prove authorisation, it must refund the unauthorised amount and pay markup at 3% above the SBP policy rate for the period of delay. Banks are required to respond to written customer complaints within 30 days — a window reduced from 45 days by Banking Mohtasib regulation in November 2024.
Step 2: Banking Mohtasib Pakistan. If the bank refuses to refund or does not respond within 30 days, you have 45 days to escalate to the Banking Mohtasib — the statutory banking ombudsman established under the Federal Ombudsmen Institutional Reforms Act 2013 and Part IVA of the Banking Companies Ordinance 1962. Banking Mohtasib services are free for consumers. If mediation fails, the Mohtasib holds a hearing and issues an order; the order becomes binding on the bank if no representation is filed within 30 days of the order.
When does it apply?
- An unauthorised debit / credit card transaction, mobile-wallet (EasyPaisa, JazzCash, NayaPay, SadaPay) transfer, IBFT, or online-banking transaction on your Pakistani account.
- The bank investigated and refused to refund, citing 'authorised transaction' or 'customer negligence'.
- The bank has not responded to your written complaint within 30 days.
- A disputed fee, wrongful debit, foreign-exchange charge, or unauthorised auto-renewal of a service through your account.
- You are within 45 days of the bank's refusal (or of the 30-day no-response window expiring).
Recovering Money Under SBP Rules and Banking Mohtasib
- File the bank complaint in writing. Use the bank's official Consumer Grievance Handling Mechanism (CGHM) — branch complaint book, online complaint form, or registered email. Cite the SBP Electronic Fund Transfers Regulations 2018 and require: (a) immediate documentation of the report; (b) investigation under the EFT Regs; (c) refund of the unauthorised amount and markup at 3% above the SBP policy rate for any delay period. Include all evidence and the NCCIA reference number if filed. State explicitly in writing that you intend to refer the matter to Banking Mohtasib if not resolved.
- Wait the 30-day bank response window. Banks were required to respond to customer complaints within 30 days under the Banking Mohtasib's revised regulations (effective November 2024, reduced from the previous 45-day window). Track the date you filed; the clock starts on receipt by the bank.
- If the bank refuses or doesn't respond, file at Banking Mohtasib within 45 days. Complaint form available at bankingmohtasib.gov.pk; online portal at bocs.bankingmohtasib.gov.pk. The form must be completely filled, signed by the complainant, and attested by an Oath Commissioner. The service is free of cost.
- Cooperate with the Mohtasib's mediation. Most complaints settle in mediation. The whole process typically takes up to 2 months for straightforward cases (longer where the file is complex or evidence is incomplete).
- If mediation fails, the Mohtasib holds a hearing and issues an order. The order becomes binding on the bank if no representation is filed within 30 days. If you are dissatisfied, a representation lies to the President of Pakistan under the Federal Ombudsmen Institutional Reforms Act 2013.
- For amounts beyond the Mohtasib's effective reach or where the Mohtasib declines, civil court is the final route. Pakistani civil courts handle banking and consumer disputes; the court-fee structure makes this a last resort for most consumer scams.
What should you NOT do?
- Don't accept the bank's 'authorised transaction' finding without seeing the reasoning. The SBP Electronic Fund Transfers Regulations 2018 put the burden of proof on the bank. Ask for the documented investigation file and the documents the bank relied on — both feed your Banking Mohtasib complaint.
- Don't file with Banking Mohtasib before exhausting the 30-day bank window. Mohtasib will not entertain a complaint that has not first been raised with the bank in writing. Premature escalation just loses time.
- Don't miss the 45-day Mohtasib filing window. After the bank's refusal (or the 30-day no-response window expiring), you have 45 days to file with Banking Mohtasib. Late filings are dismissed.
- Don't sign a 'full and final' settlement release for a partial offer before checking the Mohtasib route. Once signed, the release closes the route.
- Don't disclose your OTP or banking credentials to anyone — even after the scam. Voluntary disclosure can be treated as consumer negligence by the bank's investigation and weaken your refund claim.
About Scams, Fraud & Money Recovery in Pakistan
Pakistan's scam-recovery system reorganised in 2024. The National Cyber Crime Investigation Agency (NCCIA) was formally established on 3 May 2024 under Section 51 of the Prevention of Electronic Crimes Act 2016 and replaced the Cyber Crime Wing of the FIA. Section 30 of PECA was amended in 2025 to give the NCCIA exclusive powers to investigate cybercrime under the Act — meaning complaints that used to go to the FIA's NR3C are now NCCIA cases. For the money side, the State Bank of Pakistan's Electronic Fund Transfers Regulations 2018 (issued under sections 3 and 26 of the Payment Systems and Electronic Fund Transfers Act 2007) require banks to refund unauthorised electronic transfers and place the burden of proof on the bank, not the consumer. If the bank refuses, the Banking Mohtasib Pakistan resolves the dispute for free under the Federal Ombudsmen Institutional Reforms Act 2013 and Part IVA of the Banking Companies Ordinance 1962; the order is binding on the bank if no representation is filed within 30 days.
For life-threatening emergencies in Pakistan, dial 15 (Police), 1122 (Rescue), or 115 (Edhi ambulance). The pages below cover the first 24 hours, filing with NCCIA, and recovering money from the bank.
Frequently asked questions
What does Banking Mohtasib Pakistan do?
Banking Mohtasib Pakistan is the statutory banking ombudsman established under the Federal Ombudsmen Institutional Reforms Act 2013 and Part IVA of the Banking Companies Ordinance 1962. It resolves disputes between banking consumers and banks operating in Pakistan. Service is free of cost. Mediation is the default; where mediation fails, the Mohtasib holds a hearing and issues an order, which becomes binding on the bank if no representation is filed within 30 days. The Karachi Secretariat is reachable on +9221-99217334; the online complaint portal is bocs.bankingmohtasib.gov.pk.
What if the bank says I was negligent?
The SBP Electronic Fund Transfers Regulations 2018 put the burden of proof on the bank to demonstrate that any disputed transaction was authorised. The bank's finding of 'consumer negligence' is not self-executing — they must produce evidence (CCTV at the ATM, geo-location of the device, OTP-delivery logs, the customer's voluntary disclosure of credentials). Demand to see that evidence in writing. The Banking Mohtasib's published views consistently emphasise that the bank carries the documentary burden.
Does the 30-day refund window apply if I authorised the transfer myself?
The unauthorised-transfer refund framework under the SBP EFT Regulations 2018 applies to transactions initiated by someone other than you, where you received no benefit. Authorised-but-induced transfers (you were tricked into authorising) are evaluated case by case — recovery depends on the bank's discretion, the receiving bank's cooperation, and the Banking Mohtasib's view on the facts. Pakistan does not yet have a UK-style mandatory authorised-push-payment fraud reimbursement regime.
How long does the whole process take?
For straightforward cases, expect the bank's 30-day response window, then 45 days to file with Banking Mohtasib, then typically 1–2 months for the Mohtasib's process. Total: 3–4 months end to end where the file is clean and the bank is cooperative. Complex cases (incomplete evidence, jurisdictional issues, multiple banks involved) can take longer.
What is the disputing an unauthorised bank transaction and escalating to banking mohtasib right in Pakistan?
Pakistan has a two-step money-recovery framework. Step 1: the bank. The SBP Electronic Fund Transfers Regulations 2018 (issued under sections 3 and 26 of the Payment Systems and Electronic Fund Transfers Act 2007) put the burden on the bank to prove a disputed electronic fund transfer was authorised. Where the bank cannot prove authorisation, it must refund the unauthorised amount and pay markup at 3% above the SBP policy rate for the period of delay. Banks are required to respond to written customer complaints within 30 days — a window reduced from 45 days by Banking Mohtasib regulation in...
When does disputing an unauthorised bank transaction and escalating to banking mohtasib apply?
An unauthorised debit / credit card transaction, mobile-wallet (EasyPaisa, JazzCash, NayaPay, SadaPay) transfer, IBFT, or online-banking transaction on your Pakistani account.The bank investigated and refused to refund, citing 'authorised transaction' or 'customer negligence'.The bank has not responded to your written complaint within 30 days.A disputed fee, wrongful debit, foreign-exchange charge, or unauthorised auto-renewal of a service through your account.You are within 45 days of the bank's refusal (or of the 30-day no-response window expiring).
How do I get a Pakistani bank to refund a scam transaction?
File the bank complaint in writing. Use the bank's official Consumer Grievance Handling Mechanism (CGHM) — branch complaint book, online complaint form, or registered email. Cite the SBP Electronic Fund Transfers Regulations 2018 and require: (a) immediate documentation of the report; (b) investigation under the EFT Regs; (c) refund of the unauthorised amount and markup at 3% above the SBP policy rate for any delay period. Include all evidence and the NCCIA reference number if filed. State explicitly in writing that you intend to refer the matter to Banking Mohtasib if not resolved.Wait the...
What mistakes should I avoid with disputing an unauthorised bank transaction and escalating to banking mohtasib?
Don't accept the bank's 'authorised transaction' finding without seeing the reasoning. The SBP Electronic Fund Transfers Regulations 2018 put the burden of proof on the bank. Ask for the documented investigation file and the documents the bank relied on — both feed your Banking Mohtasib complaint.Don't file with Banking Mohtasib before exhausting the 30-day bank window. Mohtasib will not entertain a complaint that has not first been raised with the bank in writing. Premature escalation just loses time.Don't miss the 45-day Mohtasib filing window. After the bank's refusal (or the 30-day...