Bangladesh Bank, the Central Bank of Bangladesh, is committed to safeguarding the interests of depositors and customers of Banks, Finance Companies, and Mobile Financial Services (MFS) providers across the country. As the regulator as well as the supervisor of the Banks, Finance Companies and Mobile Financial Services (MFS) providers, Bangladesh Bank has, therefore, established Customer Interest Protection Centre (CIPC) to ensure customer protection and service excellence. The ensuing objectives are being carried out by Customer Interest Protection Centre (CIPC) under Technology Risk and Digital Banking Supervision Department (TRDS):

• Protecting the interests of the customers related to Banks, Finance Companies and Mobile Financial Services (MFS) providers within the legal and regulatory frame-works;
• Redressing the grievances of the customers and to attend the complaints received against Banks, Finance Companies and Mobile Financial Services (MFS) providers or its any official;
• Improving banker-customer relationship;
• Ensuring the standard of customer-services of the Banks, Finance Companies and Mobile Financial Services (MFS) providers.

Customer Interest Protection Centre (CIPC) performs the following duties:

• Receives complaints or queries through hotline number (16236) and provides prompt solution where feasible;
• Responds to complaints received via e-mail and guides customers to appropriate channels when necessary;
• Accepts complaints submitted through email, online portal, or hardcopy for further action by Bangladesh Bank.

Lodge your complaint to the CIPC through any of the following modes:

• Dial 16236 during office hours on working days for complaints or inquiries related Banks, Finance Companies and Mobile Financial Services (MFS) providers
• Send your e-mail to us at bb.cipc@bb.org.bd
• Submit your complaint using the online complaint form: Complaint Submission Form
• Send your written complaint against Banks, Finance Companies and Mobile Financial Services (MFS) providers to the following address:
  Director
  Technology Risk and Digital Banking Supervision Department (TRDS)
  Customer Interest Protection Centre (CIPC)
  Bangladesh Bank, Head Office,
  Motijheel, Dhaka-1000.

Complaint Lodgment Procedure

STEP-1: Contact your Bank/Finance Company's Branch/Mobile Financial Services (MFS) provider first

Customers are advised to initially raise their concerns with their respective Bank, Finance Company or Mobile Financial Services (MFS) provider at the branch level. The issue may be discussed with the responsible official to seek a direct resolution.

STEP-2: Escalate to the Complaint Cell of your Bank/Finance Company/Mobile Financial Services(MFS) provider

If the issue remains unresolved at the desk level, a formal complaint may be submitted to the Complaint Cell of the respective Bank/Finance Company/Mobile Financial Services(MFS) provider. All Banks/Finance Companies/Mobile Financial Services (MFS) providers licensed by Bangladesh Bank maintain Complaint Cell at their Head Offices as well as Zonal Offices to handle their customers' complaints. Contact details of the Complaint Cell of the Bank/Finance Company/Mobile Financial Services (MFS) provider are available at concerned branches or respective Bank/Finance Company/Mobile Financial Services (MFS) provider's website.

STEP-3: Submit Complaint to the CIPC of Bangladesh Bank

If the complaint remains unresolved or the customer is dissatisfied with the outcome, the matter may be escalated to the CIPC at Bangladesh Bank, Head Office, Dhaka, with the following information:

• Detailed description of the complaint, including the complainant's name, address, and contact information;
• A copy of the letter from the Bank/Finance Company/Mobile Financial Services (MFS) provider stating its final response or decision about the complaint;
• Copies of other relevant supporting documents.

CIPC deals with all types of Bank/Finance Company/Mobile Financial Services (MFS) provider related complaints except the following:

• Complaints against an individuals or institutions which are not within the purview of Bangladesh Bank;
• Complaints submitted by third parties without the written authorization from the account holder;
• Complaints relating to the matters which are sub judice (pending before a court of law);
• Complaints which are anonymous or unsigned by the complainant;
• Complaints lacking the complainant's address, and contact details.