How to apply / how to make a Complaint
There are three main steps you have to follow
when making a complaint, those are as follows:
Step 1 - Make the complaint at the Branch
or Office which provided the service
As a first step, make the complaint at the Branch
or Office which provided the service.
At each of the branches and offices situated
outside the Head Office, each institution has designated officers
to whom you can talk or write to about your complaint. Please
ask for the “Complaints Resolution Officer” or “Complaints
Settlement Officer” at the Branch. He/She will help you
and attend to you.
Step 2 - contact/write to the “Complaints
Resolution Officer” or “Complaints Settlement Officer”
As a second step, if you are not satisfied with
the way in which your complaint was dealt with at the Branch,
please contact/write to the “Complaints Resolution Officer”
or “Complaints Settlement Officer” at the Head Office
of the financial institution and he/she will attend to you.
Step 3- Make a complaint to the Ombudsman
to resolve your dispute
As a third step, if your complaint cannot be
resolved even by the Head Office staff, you will be informed in
writing and then you are quite entitled to make a complaint to
the Ombudsman to resolve your dispute.
Every complaint to the Ombudsman must be in
writing and signed by the Complainant. It must also be accompanied
by a fee of Rs.250/= (Two hundred and fifty rupees) which can
be paid by cash, bank draft, personal cheque, money order or postal
order. If the complaint is successful or partly successful, that
fee will be refunded. If not, it will be forfeited and the Complainant
cannot ask for a refund.
If requested in writing by the Ombudsman and
by you, the financial institution concerned will make available
all documents/correspondence relating to the complaint/dispute
to the Ombudsman.
No financial institution can give any information
to the Ombudsman about you or your complaint unless you give it
permission to do so in writing. Unless they have your written
approval, they have to honour the secrecy requirements of the
Banking Act to maintain confidentiality about customer’s
Other useful information
Form “A” is a standard form that
you can follow when making a complaint to one of the Financial
Institution's Branch or to the Head office.
Form “B” may be used when making
a complaint to the Ombudsman.
These forms can be found on Application
forms page in this web site.
Please read the Rules/Requirements
carefully, because they will apply to all complaints. Unless these
Rules are satisfied, your complaint may be rejected without an
Everyone wants to make the Ombudsman Scheme
a success. One way to do this is to observe these rules.
Also, please consult this web-site of the Ombudsman
. This web-site contains these Rules and all
other information about the Ombudsman Scheme, including the
standard forms which you can use to make
any complaint. We advise you to look at the web-site before making