Stakeholder Feedback
| Western Union | Download |
| Financial Customer Protection Framework | Download |
| Financial Consumer Protection Regulation | Download |
| Key Facts Document – Fixed Deposits and Savings | Download |
| Key Facts Document – Leasing and Loans | Download |
| Key Facts Document – Gold Loan | Download |
| Key Facts Document – Islamic Investments | Download |
| Key Facts Document – Islamic Lending | Download |
Complaints & Grievances
The primary goal of People’s Leasing & Finance PLC is timely, exemplary and effective customer care and high quality customer loyalty. Customer grievances are especially part of corporate life for financial companies when they are service organization. The company maintains that its prime aphorism is consistency in customer care; delivering timely and effective service in its corporate policies should be of utmost importance.
Complaint Handling and Redress Mechanism
If you have any disputes regarding the documents signed with the Company or while dealing with the Company, you may first bring the matter to the attention of the branch manager. If you are not satisfied with the solutions proposed by the branch manager, you may then forward the matter to the Customer Service & Dispute Resolution Department at our Head Office in Colombo 08.
Available channels for submitting Complaints
- Through the Respective Branch Manager
- Complaint in person – A customer can lodge a complaint in person during working hours at Head Office to Customer Service and Dispute Resolution Department, No.1161, Maradana Road, Colombo 08 by submitting a written letter and giving full details.
- E mail: [email protected]
- Through the call center (0112206300)
- Write to: Customer Service and Dispute Resolution Department, No.1161, Maradana Road, Colombo 08.
| Complaints & Grievances Submission Form | Download |
If you remain dissatisfied with the solution proposed by the Customer Service & Dispute Resolution Department, you may escalate the matter to the below mentioned external dispute resolution schemes;
Financial Consumer Relations Department (FCRD)
You can direct your complaint to the Financial Consumer Relations Department (FCRD) of the Central Bank of Sri Lanka via email, post or fax using the specified format available in their website. Complaint reporting format can be accessed via
https://www.cbsl.gov.lk/sites/default/files/fcrd_complaint_submission_form_e.pdf
The Director
Financial Consumer Relations Department (FCRD)
Central Bank of Sri Lanka (CBSL)
No 30,
Janadhipathi Mawatha,
Colombo 01.
Telephone: : 011 247 7966
Hotline for Inquiries: 1935
Fax : +94 11 247 7744
Email: [email protected]
Website: https://www.cbsl.gov.lk/en/fcrd
The Financial Ombudsman
We expect our procedures will deal fairy and promptly with your complaint. However, if you remain dissatisfied, you may be able to access the services of the Financial Ombudsman who provides free, independent services to resolve your disputes with financial institutions. Complaint reporting format can be accessed via www.financialombudsman.lk/forms/FORMB.pdf
The Financial Ombudsman
The Financial Ombudsman,
143A, Vajira Road,
Colombo 05.
Telephone: : 011 259 5624
Hotline for Inquiries: 1935
Fax : (+94)11 259 5625
Email: [email protected]
Website: www.financialombudsman.lk
The nature of the complaint or grievance will be subjective. Therefore the time frame can be subjective depending on the seriousness of the complaint.
Therefore below phrase/ approaches will be taken.
Acknowledgement of the Complaints
Immediate response by Acknowledging through a SMS.
Subsequently, the complainant will be responded in writing within 5 days’ time.
Complaint can be categorized by its nature and resolved by following manner.
- Incidental Complaints – Day to day receiving minor complaints – This complaint would be resolved within 7-14 calendar days
- Critical complaints – Disputes between the client and the company – The client will be responded within 21 calendar days
- Most Critical complaints – The client will be responded within 21 calendar days
If we unable to resolve the complaint within 21 calendar days , shall notify the complainant before the expiration of 21 calendar days, giving reasons for the extension [maximum of three (03) months] and measures taken to resolve the matter so far.