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We, at City Bank, believe in offering enjoyable experiences, which is one of the core elements of our bank's vision. Our constant endeavor is to make you happy with our services and support. But in the real world, however much we try, you may still have concerns over our services which you may also want to share with us. We, in fact, encourage you to share, so that we are aware and we can resolve the issue. Any issue brought to our attention will be treated in a confidential manner and will be discussed only with the people who need to be involved.

Please follow the following steps to resolve your concern:

Step-1: Contact with the concerned official of your Branch or our Customer Service Centers
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. You may also visit any one of our following Customer Service Centers for any card related enquiries/complaints:
Cards Center
The City Bank Limited
Al-Amin Center (8th Floor)
25/A, Dilkusha C/A, Dhaka-1000
City Bank American Express Service Center, Gulshan
United House (Ground Floor)
10, Gulshan Avenue, Gulshan- 1, Dhaka-1212
City Bank American Express Service Center, Dhanmondi
House-8, Road-2 (1st Floor), Dhanmondi, Dhaka-1205
City Bank American Express Service Center, Uttara
Tropical Rafa Tower (1st Floor)
House-2, Road-12, Sector-6, Uttara, Dhaka-1230
City Bank American Express Service Center, Jamuna Future Park
Jamuna Future Park, House: Ka-244, Progati Sarani,
P.O.: Bhatara, Dhaka
Step-2: Contact Branch Level Customer Service & Complaints Management Desk (BLCS&CMD)
If your complaint is not resolved at the desk level, then you may make a formal complaint to the Branch Manager as he/she is holding the Branch Level Customer Service & Complaints Management Desk (BLCS&CMD).

Please collect a Complaint Lodgment Form from the Branch Manager, write down your complaints in details and submit it to him. Alternatively you may call, fax, e-mail or send your own complaint letter to the following address of the Branch Manager. Click here to download the Form.

Please note that you can lodge your complaint to the Branch Manager of any branch on any kind of product or service offered by our bank regardless of the branch/division at which you opened an account or the branch/division at which you conducted a financial activity or transaction.

Step-3: Contact Zonal Customer Service & Complaints Management Cells (ZCS&CMC)
If your complaint is still unresolved or you are still not satisfied, then you may submit your complaint to any of the following Zonal Customer Service & Complaints Management Cells (ZCS&CMC):

Dial our 24-hours customer service at 16234 (locally) or +88-02-8331040 (from overseas).
Or
E-mail us at complaint.cell@thecitybank.com
Or
Fax to us at +88-02-9884446
Or
Send your complaint letter to the address of any one of the following members of the Zonal Customer Service & Complaints Management Cell (ZCS&CMC):
Md. Nurul Azam Mozumder
Cluster Head of Branches, Group - 1
Branch Banking Division
The City Bank Limited
City Bank Center, 136 Gulshan Avenue, Gulshan-2, Dhaka - 1212.
Mohammad Neyamot Ullah
Cluster Head of Branches, Group - 2
Branch Banking Division
The City Bank Limited
House: Banani Complex, 942/A (Gr fl), Area: Agrabad C/A, Road: Sheikh Mujib Road, PO: Bandar, PS: Double Mooring, Dist: Chittagong - 4100.
Md. Safiul Amin
Cluster Head of Branches, Group - 3
Branch Banking Division
The City Bank Limited
City Bank Center, 136 Gulshan Avenue, Gulshan-2, Dhaka - 1212.
Mohammad Mahbubur Rahman Palash
Cluster Head of Branches, Group - 4
Branch Banking Division
The City Bank Limited
City Bank Center, 136 Gulshan Avenue, Gulshan-2, Dhaka - 1212.
Md. Rezowan Tarafder
Cluster Head of Branches, Group - 5
Branch Banking Division
The City Bank Limited
City Bank Center, 136 Gulshan Avenue, Gulshan-2, Dhaka - 1212.
Nasrin Akter
Cluster Head of Branches, Group - 6
Branch Banking Division
The City Bank Limited
City Bank Center, 136 Gulshan Avenue, Gulshan-2, Dhaka - 1212.
Step-4: Contact Central Customer Service & Complaints Management Cells (CCS&CMC)
If your complaint is still unresolved or you are still not satisfied, then you may submit your complaint to the Central Customer Service & Complaints Management Cell (CCS&CMC) in any of the following modes:

Dial our 24-hours customer service at 16234 (locally) or +88-02-9569553-4 (from overseas).
Or
Lodge your cards related complaint in Website: https://positivepay.thecitybank.com/cards/
Or
E-mail us at complaint.cell@thecitybank.com
Or
Fax to us at +88-02-7117334 or +88-02-9884446 or +88-02-9565924
Or
Send your complaint letter to the address of any one of the following members of the Central Customer Service & Complaints Management Cell (CCS&CMC):
Mr. Md. Nazmul Arif Khan
Head of ICC
Internal Control & Compliance Division
The City Bank Limited
Head Office
11, Dilkhusha C/A (3rd Floor), Dhaka -1000
Mr. Mohammad Ahtasamul Hoque
Head of Monitoring Unit & Compliance Unit
Internal Control & Compliance Division
The City Bank Limited
Head Office
11, Dilkhusha C/A (3rd Floor), Dhaka -1000
Mr. Kazi Reshad Mahboob
Head of Service Quality Department
Branch Banking Division
The City Bank Limited
Head Office
City Bank Center (7th Floor)
136, Gulshan Avenue, Gulshan-2, Dhaka-1212
Ms. Novera Ayesha Zaman
Head of Service Quality, Cards
Cards Department
The City Bank Limited
Al-Amin Center (8th Floor)
25/A, Dilkusha C/A, Dhaka-1000
Mr. Md. Ehsun Kabir
Head of Credit Reporting & LIM Management
Credit Administration Division
The City Bank Limited
Head Office
ABM Tower
House: 08, Road: 113/A, Gulshan-2, Dhaka-1212
Mr. Sunil Chandra Biswas
Unit Head, MIS-Legal
Legal Division
The City Bank Limited
Head Office
City Bank Center (4th Floor)
136, Gulshan Avenue, Gulshan-2, Dhaka-1212
Mr. Ziaul Haider Shailul Haque
Functional Manager
Special Asset Management Division
The City Bank Limited
Head Office
ABM Tower
House: 08, Road: 113/A, Gulshan-2, Dhaka-1212
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