Citizen Charter serves as a guiding document that outlines our commitments, service standards and responsibilities towards our customer service. It aims to make administration accountable, more user-focused by ensuring transparency and the right to information in an open and easy to understand manner. By adhering to the principles outlined in the Charter, we not only enhance transparency but also build trust and credibility with all our customers.

By indicating the rights and expectations of our customers, we empower them with knowledge and contribute to a positive Customer Experience. The Citizen Charter establishes a robust mechanism for addressing grievances promptly, demonstrating our commitment for resolving issues and improving customer satisfaction. It is a valuable resource that aligns us towards a common goal and deliver exceptional service.

We have prepared our bank’s Citizen Charter in such a way that it clarifies our customers’ right as well as our obligations as a banker towards them. It has the details with the set and practiced Service Level Agreements (SLA) and also the required action points if customer faces with any difficulty or grievance.

In order to comply with directive of Bangladesh Bank, a cross functional team has been formed at City Bank PLC. to ensure effective implementations of Citizen Charter agendas. This dedicated desk shall diligently discharges its responsibilities as guided by Bangladesh Bank. In addition, as per Bangladesh Bank’s advice another monitoring cell shall be supervising activities of City Bank PLC’s Citizen Charter desk.