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Complaints Handling Process

Catering to a discerning clientele requiring sophisticated products and services, we identify with a progressive new generation.

At Nations Trust Bank we are committed to ensure that our products and services live up to the expectations of our customers who has entrusted their financial needs to us.
If you have had an unsatisfactory service experience or feel that your suggestions will help us improve the quality of our service, please tell us about it.

Here is how you can contact us:

Your Complaint if relating to; Verbal Complaints Written Complaints
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.
- Call us at our 24 hour customer service hotline +94(0)11 4711411 - Fax No. : +94(0)11 4313149
- E-mail: customerservice@nationstrust.com
A Leasing Facility - Call us via +94(0)11 4218218 The Complaints Resolution Officer, Nations Trust Bank PLC, Level 3, Millennium House, No. 46/58, Navam Mawatha, B5 Colombo 2.
- Fax No. : +94(0)11 2300287
- E-mail: ishara.kumarasinghe@nationstrust.com
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."
- Fax No. :+94(0)11 4628592/ +94(0)11 4682593
- E-mail: CustomerServiceCenter@nationstrust.com
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."
- Fax No. :+94(0)11 4414142
- E-mail: americanexpress@nationstrust.com
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"
- Fax: +94(0)11 4313197 / +94(0)11 2307854
Email: customerservice@nationstrust.com
Our Service Level
Our aim is to always attempt to resolve your concern immediately, failing which we will provide you with a solution within Five working days of receiving your query/concern.

Sometimes your query may be more complex and could take a little longer to resolve. In this case, we will provide you with an estimated response time.


The Office of the Financial Ombudsman Sri Lanka
We are committed to resolving any concern that you raise to us to ensure your utmost satisfaction, you can also approach The Financial Ombudsman, Sri Lanka Office. This is if you wish to pursue other avenues for redress.


Contact details of the Financial Ombudsman:

The Office of the Financial Ombudsman Sri Lanka,
143A Vajira Road,
Colombo 5.
Telephone : +94 11 2595625
Fax : +94 11 2595624
E-mail : info@financialombudsman.lk
Web : www.financialombudsman.lk