Central Customer Services and Complaint Management Cell

Call Center	:	16216
Complaint Management Phone:	:	(8802)-9511993
Complaint Management Email :	:	ccs.cmc@dutchbanglabank.com
Mailing Address :	:	CCS & CMC, Dutch-Bangla Bank PLC. Head office, 47, Motijheel Commercial Area, Dhaka – 1000, Bangladesh.

At DBBL, we are committed to providing you with the best service experience. We know that despite our best efforts, you may occasionally have a concern that you would want to share with us. We promise to address all your concerns promptly, efficiently and with utmost courtesy & fairness. We believe this gives us the opportunity to continually improve the quality of our products and services.

If any reason you are not happy with any aspect of our service or you have a complaint or suggestion please put down it with any branch BLCS & CMD officials at any Branch of DBBL who will legitimately acknowledge receipt and will try to provide you a resolution at the earliest possible time.

If you need to escalate your concern, Lodge your complaints to the CCS & CMC by the following modes:

Send your email us at ccs.cmc@dutchbanglabank.com or

Send your complaint using electronic complaint form: DBBL Complaint Cell or

Send your complaint to our above mailing address. or

Feel free to contact with the persons mentioned bellow: (available from 10am to 6pm every day except the government holidays):

Name	Designation	Contact No	Email
Mr. Mohammad Abdullah Al Mamun	DMD & Head of CCS & CMC	(8802)-9511993	ccs.cmc@dutchbanglabank.com
Mr. Subir Dutta	Assistant Vice President	(8802)-9511993, (88)-01938-803384	subir.dutta@dutchbanglabank.com
Mr. Sk. Shamsuzzaman	Senior Executive Officer	(8802)-9511993, (88)-01938-803385	sk.shamsuzzaman@dutchbanglabank.com

Complaint Lodgment Procedure:

Step-1: Please refer your problem to the concerned official of your branch first who deals with your case on how you would like the problem to be resolved.

Step-2: If you are dissatisfied, you may make a formal complaint to the Branch level Customer Service and Complaint Management Desk (BLCS & CMD) of our Bank. If you are at one of our Branches and do not wish to leave your complaint with our branch staff, you may drop your complaints in the Complaint Box available at every branch.

Step-3: If your Complaint is still unresolved, you may submit your complaint to the Central Customer Services and Complaint Management Cell (CCS & CMC) of our Bank. You can get the information of the Complaint Cells of our Bank from the concerned Branch/from our website.

CCS & CMC deals with all types of banking service related complaints except the following:

• Complaints that is not signed by the complainant or without any name, address and contact number of the complainant.
• Complaints relating to the matters which are sub-judice in the court.
• Complaint submitted by a third party without the written permission of the account holder.