Contact Us

We are always ready to help you out regarding all your queries. Send us a message via the form below or you can email or call us.

General Inquiries : 011 2661995 (Working Hours)

E-Banking : 011 2462462 (24 hour contact centre)

Card Centre : 011 2462462 (24 hour contact centre)

Fax : 011 2662759

E-mail : feedback@hnb.lk

Contact our Customer Experience Team directly to give your personal feedback.

Drop us a note at :

customer.experience@hnb.lk

or write to :

Head of Customer Experience,
Level 19, No. 479,
T B Jayah Mawatha,
Colombo 10,
Sri Lanka.

Or Call us at 011 2661995 (Working Hours)

  

Complaints

 

Details for existing customers

 

Step-by-step Complaints procedure

If you’re not completely happy with our service, we’d like to hear about it – that way, we can do something to put it right.

At Hatton National Bank we do everything we can to make sure our customers get the best possible service. However, sometimes, we don’t get things right first time.

When that happens, we always encourage you to tell us about your complaint, so that we can put matters right.

We want to:
     • make it easy for you to tell us about your complaint
     • give your complaint the attention it deserves
     • resolve your complaint fairly without delay
     • make sure you are satisfied with how your complaint was resolved

 

How and where to complain

If you’re not satisfied with any aspect of our service or products, you can tell us about your complaint in the following ways:

In person – visit any of our branches and speak to a member of staff. Most of our branches are open from 9.00am - 3.00pm Monday to Friday. You will receive a reference number to your complaint from any of our branch staff members.

Some smaller branches have restricted hours/days, and some of our branches are also open during holidays. Please see Extended/ Weekend/ 7 Day Banking

In writing – address your letter to your Relationship Manager or the Manager of your account holding branch or Head of Customer Experience, Level 19, HNB Towers, 479, T B Jayah Mawatha, Colombo 10, Sri Lanka.

By telephone – use your usual number for contacting the branch or reach our customer experience unit during working hours on  +9411 2661995

By e-mail – contact us via customer.experience@hnb.lk. Please note that additional personal information should not be included in this message for security reasons. We will respond by telephone or letter for the same reason.

How long will it take?

We aim to resolve your complaint straight away. However if we have not been able to do so within one week, we will write to tell you:
           • why we have not yet resolved your complaint
           • who is dealing with your complaint
           • when we will contact you again

We will usually resolve most complaints within two working days. If your complaint is particularly complex, it may take longer.

We will contact you regularly until your complaint has been resolved.

 

If we can’t reach an agreement with you

If we can’t agree an acceptable resolution to your complaint within eight weeks we will:
• send you a letter giving our reasons for the delay and an indication of when we expect to provide a decision
   Or
• issue the Bank’s decision letter, which will explain our final position.