DFIM Circular No. 03: Displaying Bangladesh Bank's Hotline number (16236) along with FI's own hotline number at a visible place to ensure improved financial services and quick resolution of complaints

Financial Institutions and Markets Department
Bangladesh Bank
Head Office
Dhaka.
Ref No.: FIMD.CIRC.03
DFIM Circular No.-03
To,
Managing Directors / Chief Executive Officers
All Financial Institutions operating in Bangladesh.

Dear Sir,

Regarding the display of Bangladesh Bank's 'Hotline' number (16236) along with the Financial Institution's own 'Hotline' number at a visible place for the purpose of providing financial services and quick resolution of complaints.

Attention is drawn to the subject mentioned above. It is informed that to protect the interests of depositors and customers of banks and financial institutions, ensure the quality of customer service, and resolve customer complaints quickly, the Financial Integrity and Customer Services Department of Bangladesh Bank has established the Financial Integrity and Customer Services (FICS) under which the 'Hotline' number is 16236. During office hours, customers have the opportunity to register any inquiry/complaint regarding banking/financial services through the aforementioned 'Hotline' number (16236) with Bangladesh Bank.

2. Now, in order to accelerate the digital financial program to build 'Smart Bangladesh', instructions are being given to take measures to record the Bangladesh Bank's 'Hotline' number (16236) along with the Financial Institution's own 'Hotline' number in the existing complaint boxes at the main offices and branch offices of Financial Institutions for the purpose of providing financial services to citizens and quick resolution of complaints. In addition, it is advised to take necessary measures to activate their own 'Hotline' number if the institution does not have one.

3. This order is issued under the powers conferred by Section 18(c) of the Financial Institutions Act, 1993, which shall come into force immediately.

Yours faithfully,

(Md. Amir Uddin)
Director (DFIM)
Phone: 9530178
Date: 21 May 2023
(Jyestha 1430)