Client Protection

The Honorable Federal Ombudsman of Pakistan, Mr. M. Salman Faruqui NI, has established the Grievance Commissioner Cell for Overseas Pakistanis in Federal Ombudsman Secretariat by appointing Hafiz Ahsaan Ahmad Khokhar Advocate Supreme court of Pakistan, Senior Advisor Law/Registrar as Grievance Commissioner For Overseas Pakistanis under section (7) of the Federal Ombudsman Institutional Reforms Act, 2013, to address the individual and systematic issues of overseas Pakistanis related to the Federal Government Ministries, Departments, organizations and Agencies.

The detail information for connecting the secretariat of Federal Ombudsman and Grievance Commissioner Cell is as follows:

  • Hafiz Ahsaan Ahmad Khokhar

  • Senior Advisor Law/Registrar

  • Grievance Commissioner For Overseas Pakistanis



  • Land Line Number: 0092-51-9217243

  • Fax: 0092-51-9217256

  • Mobile Number: 0092-51-300-8487161

  • Federal (Wafaqi Mohtasib) Ombudsman Secretariat, 36-Constitution Avenue, G-5/2 Islamabad, Pakistan”

Complaint and Suggestions

Helpline: (042) 111-111-562

If you’re not satisfied with any aspect of our product or service or misreporting in eCIB, you may lodge a formal complaint with FINCA through any of the following channels:
Helpline: (042) 111-111-562
Fax: 042-37132664

Complaint Form: You can also send us your written complaints on a complaint form available in our branches or on plain paper, and dispatch it to FINCA’s Centralized Complaint Cell at the following address:
Customer Complaint Cell,
FINCA Microfinance Bank limited Head Office
36-B, Khayaban-e-Iqbal, XX Block DHA Phase-III, Lahore

You can also drop your written complaint in the complaint boxes available in our branches,

In case you are not satisfied with your complaint’s resolution, you can contact State Bank of Pakistan at:
Address: Banking Conduct and Consumer Protection Department
State Bank of Pakistan, I.I . Chundrigar Road Karachi.
Phone: +92-21-111-727-273
Fax: +92-21-99221160

Electronic Funds Transfer:

FINCA Bank is providing Electronic Funds Transfer facility to its valued customers through the following channels:

  • FINCA Pay app
  • ATM

In case of reporting any theft/loss or for any query, please call (042) 111-111-562 for further assistance.

In case of any complaints received against EFT transactions, following will be the TAT’s for resolution:

  1. Fund Transfer (within the Bank) – Next working day.
  2. Inter Bank Funds Transfer- 3 working days.

*For IBFT Transactions, in case customer lodges complaint on the same day of transaction, the bank will log dispute on basis of settlement on next working day.

In case of Inter-Bank Funds Transfer, the sender’s information may be shared with receiving bank to meet SBP obligations.