We're Here to Resolve Your Concerns
If something about our products, service or people hasn't met your expectations, we want to hear about it. Every complaint is reviewed fairly, confidentially and taken through to a clear outcome — because your trust is something we work to keep.
Support
What Counts as a Complaint
You don't need special wording or a formal letter. If you're unhappy with something, that's reason enough to tell us.
Any concern, taken seriously — that's the standard we hold ourselves to.
If you're dissatisfied with a product, a service, the way a member of our staff dealt with you, one of our internal processes, or how a previous issue was handled — that's a complaint, and you're entitled to raise it. Once you do, we're obliged to look into it fairly, promptly, and openly, and to tell you what we found.
What you can expect from us
A fair hearing, an impartial review, updates along the way, and a clear final answer — at every stage, without exception.
Your details stay private
Anything you share is handled under our data protection policy, and used only to look into and resolve your complaint.
Immediate Action
When you raise a complaint through any of our channels — branch, phone, email, online or post — we take immediate action.
How to Reach Us
Use whichever channel is most convenient — each one reaches the same complaint-handling team, and every complaint is logged, tracked, and followed up on.
Visit a Branch
Walk into any CDB branch island-wide. Our staff, or your Relationship Manager, will register your complaint on the spot.
Call Us, Anytime
Our Contact Centre is staffed around the clock. Your complaint is logged immediately and you'll be given a reference number.
Email Us
Write to us whenever it suits you. We'll acknowledge your email and keep you updated as your case progresses.
Online
Submit your complaint digitally, from anywhere, at any time — no branch visit required.
By Post
Post your written complaint, with any supporting documents, to our Customer Relationship Management Unit.
No. 123 Orabipasha Mawatha, Colombo 10
Speak to a Manager
Prefer to speak directly with our Customer Relationship Manager? Call during business hours.
Mon–Fri, 8:30 am – 5:00 pm
How We Handle Your Complaint
Your complaint follows this structured path until it's fully resolved. Each stage has a clear owner and timeline:
Your Complaint's Journey, at a Glance
The same five stages you just read about, shown as a path from first contact to independent review.
Still Not Satisfied? You Have Options
If our final response doesn't resolve things, or your complaint hasn't been addressed within the timeframe we committed to, you're entitled to take it to an independent body — at no cost to you.
Financial Consumer Relations Dept (FCRD)
30 Janadhipathi Mawatha, Colombo 01
+94 11 247 7966
fcrd@cbsl.lk
www.cbsl.gov.lk/en/fcrd ↗
Financial Ombudsman Sri Lanka
143A Vajira Road, Colombo 05
+94 11 259 5624
fosril@sltnet.lk
www.financialombudsman.lk ↗
Referring your complaint to either body does not affect your other legal rights, and we'll continue to cooperate fully with any independent review of your case.
