This summary follows the supplied MUFAP complaint-handling procedure. It describes MUFAP’s process, not a GAAINS service guarantee.

• Following initial assessment and acceptance, MUFAP acknowledges the complaint with a ticket number.
• The response period set for the concerned provider is no more than 5 working days. Additional information requests may affect the process.
• The process runs from acceptance to resolution within 30 working days, subject to exceptions for missing information, regulatory action, or related proceedings before a regulator, law-enforcement agency or court.
• An appeal against the CRO’s decision may be made to the Regulatory Affairs Committee within 15 working days of receipt of the order. A late appeal may be entertained on an application showing sufficient cause.
• The appeal memorandum is sent by registered post or recognised courier to the Registrar of RAC, supported by a duly verified affidavit. Receipt by the Registrar determines the date of receipt.

For a complaint by post: MUFAP, 207–209, 2nd Floor, Kassam Court, Block 5, Clifton, Karachi.

Identifiable complainant details are required for an individual MUFAP complaint. Anonymous information may be considered for systemic concerns without action on the individual complaint. Retain your evidence, correspondence, ticket number and decision. Applicable regulations prevail over this summary.