The Central Bank of Sri Lanka (CBSL) has officially introduced an online Complaint Management System (CMS), a pivotal initiative aimed at simplifying the process for financial consumers to voice their complaints and concerns regarding Financial Service Providers (FSPs) under CBSL’s regulation.
This new system is designed to promote accountability, efficiency, and transparency in handling complaints within CBSL’s regulatory environment. It allows financial consumers to present their grievances in a structured and uniform manner, which enhances regulatory oversight and facilitates quicker resolutions.
The CMS improves the complaint management workflow by decreasing the need for physical paperwork and reducing processing times. It is available around the clock, enabling consumers to file their complaints at their convenience. Furthermore, users can monitor the status and progression of their submissions, providing them with greater insight throughout the resolution process.
Initially, financial consumers are encouraged to direct their complaints or issues to the respective FSP. Should these matters remain unresolved or if the response from the FSP is found to be inadequate, complaints can be escalated to CBSL through the CMS.
It is important for users to ensure that their submissions are clear, precise, and comprehensive, along with any necessary supporting documents, to aid in the efficient processing of their complaints.
The CMS can be accessed at: https://reachus.cbsl.lk/, where users can find detailed instructions on how to submit their complaints.
Source: Financial Chronicle Biz English | Sri Lanka Business News.
