At Bank of Ceylon, building long-term relationships through trust, transparency, and fairness is at the heart of everything we do. In line with the Financial Consumer Protection Regulations No. 01 of 2023 issued by the Central Bank of Sri Lanka, we are dedicated to upholding the highest standards of consumer protection across all our products and services.
Here is what you can expect when banking with us:
1. Fair and Equal Treatment
1.1 You are entitled to fair, professional, and non-discriminatory service at all times, across every branch and digital channels.
1.2 Our staff will assist you in selecting banking solutions that genuinely fit your needs without applying pressure or misleading sales tactics.
2. Full Transparency and Clear Information
2.1 Standard Product Information Statements: Before signing up for any product or service, you will receive key details in your preferred language (Sinhala, Tamil, or English).
2.2 Clear Terms and Pricing: We disclose all applicable interest rates, Effective Interest Rates, processing fees, penalties, and insurance charges upfront so you can make well-informed financial decisions.
3. Protection of Your Personal and Financial Data
3.1 We maintain strict data security and confidentiality protocols to protect your personal and financial records.
3.2 Your details will never be shared with third parties for marketing or external purposes without your explicit consent.
4. Ethical Debt Recovery Practices
4.1 Should you face difficulties in meeting loan obligations, our recovery process will always be handled with dignity, respect, and professionalism.
4.2 Debt recovery contacts are strictly limited to permissible hours (6:00 AM to 9:00 PM). Bank representatives will never engage in abusive language, harassment, or unauthorized contact with your employer or family members.
5. Accessible Banking for Everyone
We continuously strive to make our banking environment inclusive and accessible to all customers, including senior citizens, persons with disabilities, and those requiring additional financial guidance.
6. Transparent Complaint Handling and Redress
If you are dissatisfied with any of our services or feel your rights have not been upheld, we provide a structured and transparent mechanism to resolve your concerns:
Step 1: Register Your Complaint
Inform your local branch manager or submit your complaint through our official website/customer hotline. Every complaint is formally logged in our register.
Step 2: Acknowledgment
You will receive a formal acknowledgment within 5 working days.
Step 3: Resolution
We aim to investigate and resolve all issues within 21 calendar days. If additional time is required, you will receive an interim status update.
Step 4: Further Escalation
If you are not satisfied with our final response, you retain the right to escalate your grievance to the Financial Consumer Protection Department of the Central Bank of Sri Lanka.
How You Can Protect Yourself
Always read key product terms and ask questions before signing agreements.
Keep your confidential details (PINs, passwords, and OTPs) secure. Bank of Ceylon will never ask for your passwords or OTPs.
We value your feedback. If you have concerns regarding accessibility or experience any form of discrimination, or further details/assistance, you can reach out our Customer Experience Manager at Head Office.
Contact details:
Address :
Customer Experience Management Unit,
Bank of Ceylon, 22nd Floor,
“BOC Square”, No.1,
Bank of Ceylon Mawatha,
Colombo 01
T.P. : 011-2435814 / 011-2204750 / 011-2204751 (During working hours)
Fax : 011-2435815
Email : bocexmgt@boc.lk
Web : Filling "Online Customer Relations Form” in Bank of Ceylon website (www.boc.lk)
We are committed to resolving your concerns promptly and effectively and we are here to support you throughout the process.
