At MCB Bank we are dedicated to ensuring every customer is treated fairly, respectfully and with the highest standards of service excellence. Our commitment is to deliver a banking experience built upon principles of integrity, transparency, and inclusivity where customer needs are met with care and professionalism.

To ensure this, we have established an independent Service Quality Division responsible for overseeing Business Conduct, Problem Resolution and the Fair Treatment of Customers (FTC). FTC is a core value embedded in our corporate culture, reflecting our steadfast dedication to protecting consumer rights and fostering trust.

As a customer-centric organization, MCB Bank has developed a Consumer Protection Framework to ensure fairness and transparency in all our products and services. Our priority is to safeguard the well-being of our customers by designing, offering, and managing financial solutions without any form of discrimination.

We firmly believe that customer trust is essential for ensuring long-term stability and sustainable growth. This trust drives us to consistently meet and exceed customer expectations while fully embracing our FTC obligations.

At MCB Bank, the following points provide an overview of how key aspects of FTC are addressed:

Impartial and Just Treatment: We treat all customers fairly and equitably at every stage of their relationship with the bank, ensuring that no one is subjected to bias or discrimination.

Clear & Timely Disclosures: We provide our customers with accurate, clear, and accessible information about our products and services. This includes:

• Easy-to-understand product details.
• Transparent disclosure of fees, terms, and conditions.
• Identification of any potential risks associated with the offered services.

Financial Education and Awareness: We are committed to empowering our customers with the financial knowledge and skills they need to make informed decisions. We provide easy-to-understand information and resources to help our customers develop a strong understanding of their finances. We also offer support and guidance to help them make informed choices and achieve their financial goals.

Behavior and Work Ethics: Our employees are committed to acting professionally and ethically throughout their interactions with customers. The protection of the financial interests of our clients remains a top priority.

Protection Against Fraud and Privacy Breach: We are dedicated to safeguarding and overseeing consumer deposits, savings, and other financial assets by implementing robust control systems that ensure high levels of efficiency and effectiveness. These measures are designed to minimize the risks of fraud, embezzlement, and misuse of both the assets and related information

Complaint Handling: We are committed to resolving customer concerns promptly and effectively. Our complaint handling process is designed to ensure that customer issues are addressed fairly, efficiently and based on full compliance with State Bank of Pakistan regulation

Competition: We believe in empowering our customers to make informed choices. We encourage customers to compare our products and services with those offered by other financial institutions. Industry-wide efforts to provide clear and comparable information can help customers make well-informed decisions.

Prohibited Banking Conduct: Ensuring Ethical and Responsible Banking

At MCB Bank, we are committed to ethical, transparent, and responsible banking practices. We strictly prohibit misleading or deceptive conduct, such as providing unclear or vague product information that may misguide customers. Undue influence and pressure tactics are not tolerated, ensuring that customers make informed decisions without coercion. We also do not engage in unauthorized charges or unsolicited services, guaranteeing that all financial products and deductions are explicitly approved by the customer. Furthermore, collusion to fix product features or services in a way that disadvantages consumers is strictly forbidden. Any practice that restricts consumer choice, limits benefits, or prevents fair competition is against our principles of fairness and transparency.

Moreover, complacency in investing in essential banking systems, operational procedures, human resources, and consumer awareness initiatives is not acceptable. We believe that continuous investment in modern banking technologies, employee training, and customer education programs is necessary to enhance service quality and uphold responsible banking standards. Our commitment ensures that customers receive the most efficient, secure, and consumer-friendly financial services.

A Customer-Focused Banking Experience:

At MCB Bank, the Fair Treatment of Customers is not just a policy—it is a philosophy that shapes our everyday operations. We take pride in fostering an inclusive, transparent, and customer-first banking experience that reflects our dedication to service excellence. For any feedback, suggestions or concerns, feel free to contact us through our 24/7 phone banking services at 111-000-622 or you may email us at [email protected]