Complaint Handling Process
SHARE YOUR FEEDBACK WITH US
We are committed to providing financial services that consistently meet your expectations.
Your feedback whether a complaint, concern, compliment, or suggestion, helps us understand how effectively we serve you and enables us to continuously improve our products and services.
All complaints relating to our financial products and services are treated with the highest priority and are handled fairly, transparently, confidentially, and without discrimination, including for customers with special needs. In addition, Branch Managers and Assistant Managers have been designated to handle customer complaints at branch level. We endeavor to communicate with you in your preferred language (English, Sinhala or Tamil).
How to share your Feedback or Complaints:
You may submit your feedback or complaint through any of the following channels:
- Visit your nearest NDB Branch and speak with your Branch Manager/ Assistant Manager or Relationship Manager
- Contact our 24/7 Contact 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.
- Submit your complaint via the online web form available on this webpage.
To enable us to process and resolve your complaint efficiently, please provide accurate, complete, and up-to-date information, including your identification and contact details. This information will assist us in recording, tracking, investigating and resolving your complaint effectively.
We kindly request that you first bring your complaint to the Bank's attention and allow us a reasonable timeframe to investigate and resolve the matter. If you remain dissatisfied with the outcome or the manner in which your complaint has been handled, you may escalate the matter through the dispute resolution mechanisms available, such as the Central Bank of Sri Lanka or the Financial Ombudsman of Sri Lanka.
How we respond:
Upon receipt of your complaint, it will be recorded in the Bank's Complaint Tracking System (CSRM) and assign a unique reference number. The complaint will then be forwarded to the relevant Branch or Department for prompt attention and resolution.
A complaint reference number will be sent to your registered email address as an acknowledgement of the receipt of your complaint or concern.
We will make every effort to investigate and resolve your complaint and provide a response within five (5) working days. Should additional time be required due to the nature or complexity of the complaint, we will keep you informed of the progress and provide an estimated timeframe for resolution.
If you are not fully satisfied with the outcome of your complaint, our response, or the manner in which your complaint has been handled, you may escalate the matter through the complaint redress mechanisms administered 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
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
Latest Modification date: 27.07.2026