Branches
Catering to a discerning clientele requiring sophisticated products and services, we identify with a progressive new generation.
| Your Complaint if relating to; | Verbal Complaints | Written Complaints | How we respond |
| Your Bank Account or Business Banking relationship | - Talk to your Branch Manager | -Postal address: The Complaints Resolution Officer, Nations Trust Bank PLC, 242, Union Place, Colombo 2. |
- We will send you an acknowledgement within 02 working days upon receipt of your complaint. |
| - Call us at our 24 hour customer service hotline +94(0)11 4711411 | - Fax No. : +94(0)11 4313149 | - We will do our best to resolve your concern within 05 working days. | |
| - E-mail: customerservice@nationstrust.com | - In the event we are unable to meet this time line due to complexity of your matter we will provide you with an estimated response time. | ||
| A Leasing Facility | - Call us via +94(0)11 4218222 | Assistant Manager - Customer Service, Nations Trust Bank Plc, Nations Leasing, Level 3, Millennium House, No. 46/58, Navam Mawatha, Colombo 2. | - We will acknowledge your complaint in writing within 02 working days. |
| - Fax No. : +94(0)11 2300287 | - We will do our best to resolve your concern within 05 working days. | ||
| - E-mail: ishara.kumarasinghe@nationstrust.com | - In the event we are unable to meet this time line due to complexity of your matter we will provide you with an estimated response time. | ||
| A Personal/ Housing/ Vehicle Loan | - Call us via +94(0)11 4711412 | " Portfolio Manager - Consumer Finance, Nations Trust Bank PLC,Level 6, Millennium House, 46/58,Nawam Mawatha,B5 Colombo 02." | - We will acknowledge all complaints within 24 hours. |
| - Fax No. :+94(0)11 4628592/ +94(0)11 4682593 | - We will do our best to resolve your issue within 03 working days. | ||
| - E-mail: CustomerServiceCenter@nationstrust.com | - In the event we are unable to meet this time line due to complexity of your matter we will provide you with an estimated response time. | ||
| Credit Cards | - Call us via +94(0)11 414141 | "- Postal Address: The Manager Service Quality, Nations Trust Bank PLC The American Express Card Centre, 256 Srimath Ramanathan Mawatha, Colombo 15." | When you contact us we will quoute you a reference number in order to prioritize your feedback/ complaint. |
| - Fax No. :+94(0)11 4414142 | We will always attempt to resolve your concern immediately, failing which we will provide you with a solution within 3 working days of receiving your query/ concern. | ||
| - E-mail: americanexpress@nationstrust.com | - In the event we are unable to meet this time line due to complexity of your matter we will provide you with an estimated response time. | ||
| Corporate Banking relationship | - Please talk to your Account Relationship Manager or the Manager of the Branch at which you maintain your account.. | "- Postal Address: Chief Manager-Corporate Banking, Nations Trust Bank PLC, No.242, Union Place, Colombo 2" | - We will send you an acknowledgement immediately upon receipt of your complaint. |
| - Fax: +94(0)11 4313197 / +94(0)11 2307854 | - We will do our best to resolve your concern within 05 working days. | ||
| Email: customerservice@nationstrust.com | - In the event we are unable to meet this time line due to complexity of your matter we will provide you with an estimated response time. | ||
| Any other matter Please contact Bank call center - +94(0)114711411 so that our representative will direct you to the relevant officer having authority to take necessary action. | |||
| In an event you are not satisfied with the response/ solution given by Bank to your complaint you may approach the Financial Ombudsman. | Please call +94(0)11 2595625 | "- Postal Address: The Office of the Financial Ombudsman Sri Lanka, 143A Vajira Road, Colombo 5." | -The Ombudsman upon receipt of your complaint will decide on the appropriate solution. If required by the Ombudsman we will attend to an inquiry at his Office and assist to arrive at a solution for you. |
| - Fax: +94(0)112595624 | |||
| Email: info@financialombudsman.lk | |||