Customer Service & Complaint Management Cell

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.

CBL Branches
To find out the address and contact details of your branch, please click here.

City Bank American Express Service Centers
For Cardmembers, our Call Center is available 24 hours a day, 7 days a week to address your card related enquiries/complaints. Alternatively, you may visit any of our City Bank American Express Service Centers to satisfy your needs. To find out the contact details of our Call Center and the address of our City Bank American Express Service Centers, please click here.

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 Branch Manager by post or hand delivery. Click here to download the Complaint Lodgment 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
Disclaimer: "Please do not write full Card Number (PAN) in mail, files/forms, document etc., instead please use masked. PAN masking format: except first 6 & last 4, other digits will be masked, Ex- (123456******1234)"
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):

Zafor Hasan Chowdhery
Regional Head of Branches
Region Dhaka West, Branches, Retail Banking
The City Bank Limited
Dhanmondi Branch
Suvastu Zenim Plaza (2nd Floor)
House: 312, Road: 27 (Old), 32 (New)
Dhanmondi R/A, Dhaka-1205

Md. Anisur Rahman
Regional Head of Branches
Region Chittagong, Branches, Retail Banking
The City Bank Limited
Agrabad Branch
Banani Complex (Ground Floor)
942/A, Sheikh Mujib Road, Agrabad C/A, Chittagong-4100

Rezowan Tarafder
Regional Head of Branches
Region Dhaka North, Branches, Retail Banking
The City Bank Limited
Gulshan Branch
Crystal Palace”, Ground & 1st floor,House-22,Road-140,

Gulshan South Avenue, Gulshan-1 Dhaka-1212

Md. Masudur Rahman
Regional Head of Branches
Region Dhaka South, Branches, Retail Banking
The City Bank Ltd.
PRINCIPAL OFFICE BRANCH
Jibon Bima Tower
10, Dilkusha C/A, Dhaka-1000

Md. Rezaul Karim
Regional Head of Branches
Region Cumilla, Branches, Retail Banking
The City Bank Ltd.
Narayangonj Branch
Islam Market (1st floor), 72, BB Road, Narayangonj-1400

Mohammad Noor-E- Alam
Regional Head of Branches
Region Bogura, Branches, Retail Banking
The City Bank Ltd.
Bogra Branch
Masuma Plaza, 766, Rangpur Road, Baragola (Dattabari), Bogura-5800

Md. Bazlul Karim
Regional Head of Branches
Region Khulna, Branches, Retail Banking
The City Bank Ltd.
Khulna Branch
7, Sir Iqbal Road (Ground Floor), Khulna-9100

Sha Hasan
Regional Head of Branches
Region Sylhet, Branches, Retail Banking
The City Bank Limited
ZINDABAZAR BRANCH
House: Kaniz Plaza(1st fl), Area: Zindabazar,
PO: Sylhet, PS: Kotwali, Dist: Sylhet - 3100.

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 +88-02-8331040 (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 +88-02-9884446
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):

AKM Saif Ullah Kowchar, FCA
Head of Internal Control & Compliance
Internal Control & Compliance Division
The City Bank Limited
Head Office
11, Dilkusha C/A (3rd Floor), Dhaka-1000

Mamun Rahman

Head of Compliance & Monitoring

Internal Control & Compliance Division
The City Bank Limited
Head Office
11, Dilkusha C/A (3rd Floor), Dhaka-1000.

Samiul H. Chowdhury
Head of Grievance management & Process Improvement
Customer Experience, Retail Banking Division
The City Bank Limited
Head Office, City Bank Center
136, Gulshan Avenue, Gulshan-2, Dhaka-1212

.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.

Sunil Chandra Biswas
Unit Head, MIS
Legal Division
The City Bank Limited
Head Office
City Bank Center (4th Floor)
136, Gulshan Avenue, Gulshan-2, Dhaka-1212.

Md. Shoyeb Al Rashid
Head of Special Asset Management
Special Asset Management Division
The City Bank Limited
Head Office, ABM Tower
House-08, Road-113/A, Gulshan-2, Dhaka-1212