At Commercial Bank, we strive to provide you with exceptional service at all times. However, we understand that there may be instances where you may have concerns or complaints about the delivery of services. Your feedback is invaluable and it will certainly help us improve the services provided by us.

If you have any complaints or issues regarding any aspect of our services, we encourage you to reach out to us. We are committed to resolving your concerns in a fair, transparent, and timely manner.

You can lodge a complaint or concerns through any of the following channels:

• Visit a Branch/Department:
  You can visit any of our Branches/ Departments and speak to our staff at the Branch / Branch Manager or the Head of the Department regarding your complaint or 
  
  
• Online Complaint Form: 
  Fill out and submit the online complaint form available on our Corporate Website:  www.combank.lk/contact, or
  
  
• Email: 
  Send us an email to info@combank.net with details of your complaint, or
   
• Phone: 
  Call our 24X7 Contact Center hotline on +94 112 353353 or dial 1316 and speak to one of our representatives, or
  
  
• Write:
  Write to us at;  “Commercial House”,  No 21, Sir Razik Fareed Mawatha, P.O. Box 856, Colombo 01. Sri Lanka, or
  
  
• Contact Chief Manager - Operations during business hours (8.30 am to 5.15 pm) on Tel: +94 112 486045, who will take all efforts to resolve the issue. 

Upon receiving your complaint, we will acknowledge it. Should we require further information in addressing your complaint we shall reach out to you and your early response will assist us in resolving your matter speedily. 

Our goal is to resolve the complaint to your satisfaction within three working days. If this is not possible due to an unavoidable reason, we will write to you on the progress of the matter highlighted and thereafter, take steps to resolve the complaint within fourteen days.

For any queries relating to the complaint or for any updates you may contact the designated officer mentioned in the communications sent to you.   

If you feel that your complaint has not been adequately addressed or if you are not satisfied with the resolution provided, you have the option to escalate your complaint to the below mentioned external dispute resolution schemes;

• You can direct your complaint to the Financial Consumer Relations Department (FCRD) of the Central Bank of Sri Lanka via email, post or fax using the specified format available in their website.
  
  The Director
  Financial Consumer Relations Department (FCRD), Central Bank of Sri Lanka (CBSL) 30,Janadhipathi Mawatha, Colombo 01.
  Tel : +94 11 247 7966, Hotline for Inquiries: 1935, Fax : +94 11 247 7744, Email : fcrd@cbsl.lk
  Web : www.cbsl.gov.lk/en/fcrd

• You can seek the services of an independent Financial Ombudsman with regard to your complaint. You can contact the office of the Financial Ombudsman directly and the contact details are as follows.
  
  The Financial Ombudsman,
  Office of the Financial Ombudsman - Sri Lanka, No 01, Bethesda Place, Milagiriya, Colombo 05,Sri Lanka.
  Tel : +94 11 259 5624, Fax : +94 11 259 5625, Email : fosril@sltnet.lk,
  Web : www.financialombudsman.lk

Thank you for choosing Commercial Bank. We value your feedback and are committed to providing you with the best possible banking experience.

Last Updated on : 16.01.2026