A website for consumer financial malpractice complaints from the Central Bank

The Central Bank of Sri Lanka (CBSL) has introduced a new online Complaints Management System (CMS) for financial consumers to submit their complaints and grievances against financial service providers regulated by the CBSL.

The Central Bank of Sri Lanka states that this new system has been introduced with the primary objective of enhancing accountability, efficiency, and transparency in the complaint handling process within the Central Bank's regulatory framework.

Through this system, financial consumers will be able to submit their complaints in a more structured and standardized format, minimizing reliance on printed documents and preventing delays in complaint handling.

Through this platform, which operates seven days a week and twenty-four hours a day, consumers can file complaints at any time convenient to them. Additionally, users are provided with facilities to continuously monitor the current status and progress of their complaints.

However, the Bank has further announced that consumers must first direct their complaints or grievances directly to the relevant financial service provider. Only if that institution fails to resolve the issue or if their response is unsatisfactory, can the complaints be submitted to the Central Bank of Sri Lanka through this online system.

To make this process more efficient, the Central Bank advises consumers that all submitted information must be clear, accurate, and complete, and all relevant supporting documents must also be submitted to the system.

This new Complaints Management System can be accessed via the link https://reachus.cbsl.lk/, and detailed guidelines on the complaint submission procedure are also included on that website.