Rated AM1 by VIS & PACRA
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A commitment to your future

By offering outstanding customer service, we seek to maintain long-term relationships with our clients.

Feedback and Complaints

For inquiries or concerns, we’re here to assist you promptly:

1. Reach out to your dedicated investment advisor. If you don’t have one, feel free to contact our Customer Services team at 021-111-090-090, from anywhere in Pakistan. Our experienced advisors are equipped to address most issues effectively.

2. Should your concerns persist, kindly fill out the form below, and our dedicated team will reach out to you promptly to provide further assistance. Your satisfaction is our priority, and we’re committed to resolving any issues you may encounter.

For Complaint, Contact: Mr. Agha Mustafa, Manager Call Center -
Investor Relations Department at: 0300-0707417 (Mon-Fri, 9:30 am to 5:00 pm)

Type of Complains

Financial in Nature

  • Your transaction is taking longer than expected
  • Incorrect prices have been charged
  • Others

Non-financial in Nature

  • Database contains incorrect customer records.
  • Service-related issues: Staff behavior, tech failure, delayed response etc.
  • Others

Complaint Management Process

The process of managing complaints involves the following steps:

Step 1

Lodge a complaint via any of the following mediums:

Complaint Process & Resolution:

  • After you have registered your complaint via any of the mediums given in Step 1, our investor services team will get in touch with you for further details.
  • You will be provided with a "Ticket Number" via call, SMS and email to track the process of your complaint. A tentative Turnaround Time (TAT) will also be provided which varies from case to case.
  • Once the complaint/issue is resolved, you will be informed about the status and our team will mark it as closed/resolved.
  • When reporting or registering a complaint with us, kindly insist on receiving a reference number. This will allow you to check the status of your complaint.
  • TAT/ Resolution time: We try to ensure that complaint resolution does not take more than 72 hours, however, there is a possibility that some instances may require more time to resolve due to complexity, participation of external stakeholders, or other reasons that are beyond our control. TAT will commence when Alfalah Investments has received the supporting information that our customer support team will request from the complainant in order to process the complaint.

Feedback:

We greatly value your feedback and welcome your suggestions as they help us improve our complaint resolution process and service standards.

Contact person:

Manager Call Center – Investor Relations Department

Mr. Agha Mustafa
0300-0707417 (Mon-Fri, 9:30am to 5:00pm)
Fax: (92 21) 353 067 52
Email: aaml.is@alfalahamc.com

DISCLAIMER: “In case your complaint has not been properly redressed by us, you may lodge your complaint with Securities and Exchange Commission of Pakistan (the “SECP” ). However, please note that SECP will entertain only those complaints which were at first directly requested to be redressed by the company and the company has failed to redress the same. Further, the complaints that are not relevant to SECP’s regulatory domain/competence shall not be entertained by the SECP.”

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Rated AM1 by VIS & PACRA

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Address: Islamic Chamber of Commerce, Industry & Agriculture Building, 2nd floor, ST–2/A, Block-9, KDA Scheme 5, Clifton Karachi – 75600 | For Complaint, Contact: Mr. Agha Mustafa, Manager Call Center – Investor Relations Department at 0300-0707417 (Mon-Fri, 9:30 am to 5:00 pm)
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