Banking and Financial Disputes

What this covers

This page covers unauthorised card and mobile financial service (MFS) transactions, wrongful charges and interest, loan classification and Credit Information Bureau (CIB) reporting disputes, account freezes, and insurance claims that are refused or delayed. Bangladesh Bank expects customers to complain to the bank or provider first, then to escalate to its Customer Interest Protection Centre (CIPC). Insurance complaints go to the Insurance Development and Regulatory Authority (IDRA). Courts are the final route.

Bank complaint cell and Bangladesh Bank CIPC

Raise the complaint in writing at your branch and then with the bank’s central complaint management cell at head office, keeping the reference number. If the bank does not resolve it, you can complain to Bangladesh Bank’s Customer Interest Protection Centre, historically run by the Financial Integrity and Customer Services Department and now listed under the Technology Risk and Digital Banking Supervision Department, by calling 16236 on working days, by email, through the online complaint form or by post to Bangladesh Bank head office in Motijheel. The same route applies to finance companies and MFS providers.

Card and bKash or Nagad fraud, charges and CIB

For an unauthorised card or MFS transaction, call the provider’s official helpline at once to block the card or wallet, then complain in writing and file a general diary or cyber complaint with the police. Wrongful charges, excess interest and unapplied payments are disputed through the bank complaint route with statements. If your CIB report shows a loan as classified or unpaid in error, ask the reporting bank in writing to correct it, and escalate to Bangladesh Bank if it refuses.

Account freezes, insurance and when to go to court

Accounts can be suspended by the Bangladesh Financial Intelligence Unit (BFIU) under the Money Laundering Prevention Act 2012 for a limited period that can be extended, or attached by a court or tax authority order. Refused or delayed insurance claims can be taken to the insurer and then IDRA. Courts come in where these routes fail: a bank’s money suit against a borrower is heard in the Artha Rin Adalat, where borrowers defend and raise their objections; unlawful freezes or regulatory decisions may be challenged by writ petition; and losses caused by a bank’s negligence can be claimed in a civil suit.

What helps

• Account or wallet statement showing the disputed transactions
• SMS alerts, transaction IDs and the time you reported the problem
• Your written complaint to the bank or provider and its reply or reference number
• GD or cyber complaint copy, and screenshots of any scam messages or calls
• Loan sanction letter, repayment receipts, CIB report or insurance policy and claim papers, as relevant

Where it is handled, and how long it takes

Bank and MFS complaint cells respond within timelines set by Bangladesh Bank guidance; CIPC reviews take longer and depend on the bank’s cooperation. IDRA handles insurance complaints. Artha Rin Adalat suits, writ petitions in the High Court Division and civil suits run for months or years, so the regulator route is usually tried first unless an urgent court order is needed.