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 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):

Nasrin Akter
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
Banani Complex, 942/A, Sheikh Mujib Road, Agrabad C/A, Chittagong-4100.

Md. Rezowan Tarafder
Cluster Head of Branches, Group-3
Branch Banking Division
The City Bank Limited
City Bank Center, 136, Gulshan Avenue, Gulshan-2, Dhaka-1212.

Md. Mohibur Rahman
Cluster Head of Branches, Group-4
Branch Banking Division
The City Bank Limited
City Bank Center, 136, Gulshan Avenue, Gulshan-2, Dhaka-1212.

Mohammad Fakhrul Alam
Cluster Head of Branches, Group-5
Branch Banking Division
The City Bank Limited
City Bank Center, 136, Gulshan Avenue, Gulshan-2, Dhaka-1212.

Mohammad Humayun Kabir
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 +88-02-9884446
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):

Md. Nazmul Arif Khan
DMD and Head of ICC
Internal Control & Compliance Division
The City Bank Limited
Head Office
11, Dilkhusha C/A (3rd Floor), Dhaka-1000. 

Khaled Hossain
Head of Operations Project & Support Division
The City Bank Limited
Head Office
Jibon Bima Tower, 10, Dilkusha C/A, Dhaka-1000.

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

Kazi Reshad Mahboob
Head of Grievance Handling
Customer Experience, Retail Banking Division
The City Bank Limited
Head Office
City Bank Center (7th Floor)
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
Functional Manager
Special Asset Management Division
The City Bank Limited
Head Office
ABM Tower
House-08, Road-113/A, Gulshan-2, Dhaka-1212.