Central Bank hotline for complaints against financial services providers

The Financial Consumer Relations Department (FCRD) of the Central Bank has launched a hotline 1935 to clarify complaints that are to be made against financial services providers (FSPs).

The FCRD is the single point of contact to handle complaints against FSPs regulated by the Central Bank of Sri Lanka (CB), the banking regulator said in a media release.

FCRD has introduced a complaint submission form for financial consumers who wish to submit a complaint against a FSP regulated by the CB. This will streamline the complaint handling process in an efficient manner and financial consumers are encouraged to submit a clear and concise complaint with accurate information using the complaint submission form. The softcopy of the complaint submission form is available for downloading on the CB website (https://www.cbsl.gov.lk/sites/default/files/fcrd_complaint_submission_form_e.pdf). A web form to submit complaints online to FCRD will be introduced in the near future.

In addition, the CB receives an enormous number of inquiries on a daily basis from the general public on financial matters. Therefore, the CB has made arrangements to introduce a telephone hotline – 1935, which is now available to facilitate inquiries from the general public in three languages. This service will be available during working hours of the CB and it will not be toll free for the caller.

The release said that an important objective of FCRD is to introduce a suitable mechanism to safeguard the interests of the users of financial services thereby safeguarding the stability and integrity of the financial system in Sri Lanka.