Introduction:

The Citizen Charter of Banking Practice (the Charter) seeks to foster good relations between NRB Bank Ltd and its Customers and to promote good banking practice by formalizing standards of disclosure and conduct which the Bank shall observe when dealing with the Customers. The services which are provided to our respected clients of NRB Bank Ltd have been described in the Citizen Charter. Apart from this, the applicable interest rate of deposit & loan and other service charter against various services have also been described in the chart as we believe that customer Charter will be helpful for us to build a fair & firm relationship between Banker & Client.

Citizen Charter is manly a document of Service Providing Commitment through which an Organization/Institution informs the Citizen about their committed services. Bank is such a Financial Institution where Citizen get different banking Services which is the main activity of the bank. Moreover, Banks are also working to provide different Government Financial Services to the Citizens.

Bangladesh Bank urged Banks and Financial Institutions to form dedicated Citizen Charter Desk to ensure access of information of their services to the stakeholders.

In order to comply with directive of Bangladesh Bank, a cross functional team has been formed at NRB Bank Limited (NRBBL) 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 team shall be supervising activities of NRBBL Citizen Charter desk.

Mission:

NRB Bank aims to be the preferred provider of targeted financial services as a conduit for investment to and from Bangladesh for our Bangladeshi communities both domestically and internationally, to accelerate the industrialisation of Bangladesh.

We will strengthen these relationships by providing the right solutions that combine professionalism, expertise and financial strength.

Vision:

To be the leading dedicated financial institution for NRBs to invest in Bangladesh and for Bangladeshi individuals and corporates to access international markets.

Contact Point

Corporate Head Office

• Uday Sanz
• Block: SE (A), Plot: 2/B, Road: 134, South Avenue
• Gulshan – 1, Dhaka-1212.

Contact Center

• 24 Hour Call Center :+8809666456000 / 16568

Email

• info@nrbbankbd.com

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Citizen Charter Process

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1	Citizen Charter Process	Download

Customer Obligation

• Customers shall follow the banking norms, practices, functional rules etc.
• Customers shall abide by the terms and conditions prescribed for each banking product and services.
• Customer shall maintain disciplinary arrangement at the customer service points.
• Customers shall convey their grievance to the bank in proper way or in prescribed form.
• Customers shall convey the bank any changes in their address, contact numbers, KYC & TP
• Customers shall not try to show unreasonable persistence, demand, argument & behaviour
• Customers generally shall ask any query at prescribed desk such as customers’ Service Desk, Help Desk , Information Desk or Enquiry Desk at first instance.
• Customer should avoid misunderstanding as far as possible.

Customer Service & Complaint Management Cell

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Training Details