Share your feedback with us

At all times, we pledge to provide our services to your satisfaction. Your comments will enable us to assess how well we fulfill your needs and make any required service improvements.

How you may share your complaints and feedback with us If you are required to submit any complaint/compliment or feedback

1. Visit branches: Visit any branch and speak to our staff if you require to submit any complaints
2. Call on: Our dedicated Customer Solutions Hotline on: 0117 388 388 or give a missed call to our toll-free missed call number 0117 121 111
3. Email us on: Send an email to customercare@cdb.lk
4. Social media platform: CDB Facebook Platform (https://www.facebook.com/CDBPLC/) you can share your complaint via Facebook
5. Post your feedback:
   Write to us by post:
   ​The Manager,​
   Customer Relationship Management Division,​
   123, Orabipasha Mawatha,
   ​Colombo 10,​
   Western Province,​
   Sri Lanka.

How we resolve your complaint 

Receive the complaint: After receiving the complaint through the above-mentioned channels, it will be recorded in our customer complaint management system with an identification reference number. The complainant has an obligation to submit their name and ID number.

Investigate the complaint: Once the complaint is received by relevant parties of the branch/head office division responsible for handling the complaint, if additional information or documents are required, the complainant is expected to provide them.

Resolve the complaint: The complaint handling officer will attempt to take immediate action to resolve the complaint with the best solution within a minimum time period, and will formally communicate to the complainant, acknowledging the concern. If a resolution takes more than 3 working days, the authorized person will provide interim updates.

Respond to the complaint: If the complaint cannot be resolved within 21 days, the responsible person will notify the complainant, request a maximum of up to 3 months if needed, and provide status updates until resolved. If the customer is not satisfied with the resolution, the complaint should be escalated to the Cluster Leader/Divisional Head by the complaint handling officer.

What are alternative Dispute Resolutions? 

If the complainant is not satisfied with the response from us or if the complainant wishes to refer the complaint to higher bodies, the complaint can be referred to the Financial Ombudsman who provides free independent services to complainants, and also to the Financial Consumer Relations Department (FCRD) of the Central Bank of Sri Lanka.

The Financial Ombudsman of Sri Lanka: 

Address: The Financial Ombudsman of Sri Lanka,
​Office of the Financial Ombudsman,​
No 143A, Vajira Road,​
Colombo 05

Tel: 011-2595624

Tel/Fax: 011-2595625

Email: fosril@sltnet.lk

Web: www.financialombudsman.lk

Financial Consumer Relations Department (FCRD) of Central Bank of Sri Lanka: 

Address: Financial Consumer Relations Department,​
Central Bank of Sri Lanka,​
No. 30, Janadhipathi Mawatha,​
Colombo 01

Hotline: 1935 

Telephone: 011-2477966 

Fax: 011-2477444 

Email: fcrd@cbsl.lk