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Consumer Grievances Handling Mechanism (CGHM)

NRSP Microfinance Bank takes customer complaints as an integral part of the feedback process that allows us to improve our services. Complaints are handled by the Service Quality Department of the Bank that reports directly to CEO. The complaints are analyzed and process improvements are suggested for better customer service. There are currently eight (8) different channels available to customers to interact with the Bank, including:.

  • Drop Box .
  • Printed Complaint Forms at each customer touch point
  • 24/7 toll-free line: 08000-NRSP [6777]
  • UAN: 111-011-011, 051 2650004
  • E-Form submissions at www.nrspbank.com
  • E-mail at complaints@nrspbank.com
  • Facsimile: 062 2280051
  • Social Media Channels

CGHM DATA RECORD 2021

Sum of Complaints Received from All Sources 4066
Total Complaints directly received at the Bank 4017
Total Complaints received from SBP 49
Total Complaints disposed of in Calendar Year 4037
Pending Complaint 29
Average Resolution Time 5 (Working Days)

 

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