If you logged a complaint previously and are not satisfied with the outcome, you may contact our Complaint Management Unit on.

Complaint Management Unit

Industrial & Commercial Bank of China Limited, Pakistan Operations
16th Floor, Ocean Tower
G-3,Block-9,Clifton
Karachi,75560,Pakistan
Fax:0092-21-35208930
Email:complaint@pk.icbc.com.cn

We, and other members of the ICBC Group, will use your information to inform you by letter, telephone (including automated dialing, digital television and sending text), or email about products and services (including those of others) which may be of interest to you.You may tell us at any time if you do not wish to receive marketing communications from us and/or other members of the ICBC Group.

Complaint From English.pdf
Complaint From Urdu.pdf

Please provide us with your full name, account details (if you are a ICBC customer), contact information (address, day-time telephone number and e-mail address), copies of any relevant documents and a clear description of your requirement(s)

Escalation of your complaints

If you lodged a complaint previously and are unhappy with the outcome you may contact our Complaint Management Unit on complaint@pk.icbc.com.cn, Please provide us complete details for us to facilitate your complaint closure.

On resolution of the complaint, we will inform you of the same, usually via phone call but there may be times when we need to get in touch via post, for instance when we need to refer to confidential information or send you important documents.

Grievance Commissioner Cell for Overseas Pakistanis

Feedback

When the complaint is resolved, please comment on our service or share your suggestions with us via below ways. Email received only on Thursday.
Fax:0092-21-35208930
Email:complaint@pk.icbc.com.cn

Customer Feedback English.pdf

Complaint Resolution Channels for e-CIB Related Inquiries

For e-CIB related complaints, you may contact us through the following channels:

Email: eCIB.Complaint@pk.icbc.com.cn
Phone: 021-35208986 / 35208984 / 35208935
Postal Address:
Manager, Regulatory Compliance & Reporting
Industrial and Commercial Bank of China Limited – Karachi Branch
15th & 16th Floor, Ocean Towers, Khayaban-e-Iqbal, Block 9, Clifton
Karachi 75560, Pakistan

We will acknowledge your complaint within 48 hours and provide a formal response within 7 working days. Upon resolution, we will notify you by phone. In certain cases, such as sharing confidential information or dispatching official documents, we may contact you via registered post.