The Central Bank of Sri Lanka (CBSL) has launched an online Complaint Management System (CMS) for financial consumers to lodge grievances against Financial Service Providers (FSPs) regulated by the central bank.
In a statement issued on Friday, CBSL said the platform aims to enhance accountability, efficiency and transparency in the complaint-handling process and to enable consumers to submit complaints in a structured and standardised format. The system supports more effective regulatory oversight and timely resolution, the central bank said.
The CMS is accessible 24/7, allowing consumers to lodge complaints at their convenience and track the status and progress of each submission. CBSL said the move reduces reliance on printed documentation and minimises processing delays.
Consumers must first submit complaints directly to the relevant Financial Service Provider. Complaints may be escalated to CBSL via the CMS only where they remain unresolved or where the FSP’s response is deemed unsatisfactory. CBSL urged users to ensure submissions are clear, accurate, and complete, with all supporting documentation attached.
The portal can be accessed at https://reachus.cbsl.lk/, where guidance on submission procedures is available.
The CMS is the first standalone consumer redress platform launched by CBSL and follows a sustained focus on supervisory transparency this year, including new data collection rules gazetted for parliament, an MSME financial literacy programme with the Australian government and the formal assurance to NDB depositors following the bank’s Rs.13.2 billion fraud disclosure.
