Complaint Handling Process
SHARE YOUR FEEDBACK WITH US
We are committed to delivering our services to your satisfaction at all times.
Your feedback will help us learn how well we meet your expectations and improve where necessary.
How to share your feedback:
- You may visit the nearest NDB branch or contact your Branch Manager/Relationship Manager
- Contact the 24 hour Call Centre on +94 (0) 11 7448888
- E-mail us at: contact@ndbbank.com
- Write to us by post: The Customer Experience Officer, National Development Bank PLC, No 92, Bernard Soysa Mawatha, Colombo 05
How we respond:
Upon receipt of a complaint, we will record it in the bank’s request and complaint tracking system (CSRM) with a unique reference number and attempt to resolve the complaint immediately. The reference number will be shared via email to your registered email address, and we will provide you with a solution within five working days. If we are unable to meet this timeline due to the nature of the complaint, we will update you with an estimated response time.
In the event you are not entirely satisfied with our response to your complaint, you may refer the same to the customer complaint redress mechanism handled by the Financial Consumer Relations Department of the Central Bank of Sri Lanka or the Office of the Financial Ombudsman of Sri Lanka.
Financial Consumer Relations Department (FCRD) of Central Bank of Sri Lanka
Postal Address: Financial Consumer Relations Department,
No. 30, Janadhipathi Mawatha, Colombo 01.
Hotline for Inquiries: 1935
Telephone: +94 112 477 966
Fax: +94 112 477 744
Email: fcrd@cbsl.lk
Download Complaint Submission Form: FINANCIAL CONSUMER RELATIONS DEPARTMENT COMPLAINT SUBMISSION FORM - Central Bank of Sri Lanka
Office of the Financial Ombudsman of Sri Lanka
Mr. Ananda Kumaradasa
The Financial Ombudsman
Office of the Financial Ombudsman
No. 01, Bethesda Place, Milagiriya,
Colombo - 05.
Contact Number: +94 11 259 5624
Tele/Fax: +94 11 259 5625
Email: fosril@sltnet.lk
Website: www.financialombudsman.lk