Complaint Handling Process

Share your feedback with us

We are committed to delivering our services to your satisfaction at all times.

Your feedback will help us to learn how well we meet your expectations and improve our services where necessary.

How to share your feedback & complaint:

You may contact your Branch Manager or Relationship Manager via their official telephone or mobile numbers
Fill in the feedback forms available at branches
Contact our 24 hour Contact Centre on +94 (0) 11 7818181
E-mail us: servicequality@unionb.com
Write to us by post: The Senior Manager Customer Experience, Union Bank of Colombo PLC. No 64 Galle Road, Colombo 3.
You may also direct your feedback to the “Customer Experience Manager” through the “Notification to Bank” on UBgo Mobile App.
Submit feedback online at here

How we respond:

Upon receipt of your complaint, we will record it in the Bank’s Complaint Tracking System and attempt to resolve the concern immediately. In the event if we are unable to do so, we will provide you with a solution within 5-7 working days of receiving your complaint. However, some issues may be more complexed and could take a little longer to resolve. In this case, we will update you with an estimated response time.

However, if you are not entirely satisfied with our response to your concern, you may enroll with alternative dispute resolution mechanisms handled by below regulatory authorities in a manner prescribed by them.

The Financial Ombudsman of Sri Lanka

The Financial Ombudsman
143A, Vajira Road
Colombo 05
Contact Number: +94 11 259 5624
Tele/Fax: +94 11 2595625
Email: fosril@sltnet.lk
Website: www.financialombudsman.lk

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

Financial Consumer Relations Department,
No. 30, Janadhipathi Mawatha, Colombo 01.
Hotline for Inquiries : 1935
Telephone : +94 112477966
Fax : +94 112477444
Email : fcrd@cbsl.lk