ISLAMABAD: Customer service practices at the Bank Alfalah ISE Islamabad branch have come under criticism amid concerns over queue management, token handling and staff behaviour during public dealing.

Visitors to bank branches generally rely on auto-generated token systems to ensure fair and transparent service. However, concerns have been reported that the token system at the Bank Alfalah ISE Islamabad branch is not always followed properly, with some customers allegedly served out of turn while others continue waiting.

Such practices, if not addressed, can weaken public confidence in branch-level operations. A token system is meant to protect customers from favouritism, confusion and unnecessary delays, particularly during busy banking hours.

Customers also expect professional conduct when they raise concerns about service delays or queue violations. Reports of rude or dismissive responses from staff add to frustration and raise questions about customer handling standards.

Bank Alfalah management should review service delivery at its ISE Islamabad branch, ensure strict implementation of the token system and strengthen staff training for courteous public dealing.

For any financial institution, customer trust depends not only on banking products but also on fair treatment, timely service and respectful complaint handling.