Customer Complaint Handling

We are committed to consistently delivering our services to meet your satisfaction at all times, we are expressing a steadfast dedication to providing high-quality services that consistently meet or exceed your expectations.

Your feedback is incredibly valuable to us, and it is our responsibility to improve our service to achieve an even higher level of excellence.

In the event any of our customers are dissatisfied with the manner in which they have been served, they are free to contact or write to our Customer Complaint Management Unit, which will make every effort to resolve issues efficiently and promptly to the satisfaction of the complainants.

The Customer Complaint Management Procedure of Alliance Finance Company is as follows:

How You Can Share Your Feedback and Complaints:

You may contact your Branch Manager or by visiting or writing to the Customer Complaint Management Unit at Alliance Finance Company Head Office.
Contact No. contact: 011-2673673 ext. 195 / Mobile number: 0777761861, Fax No: 0112697205
Email: [email protected]
Website: www.alliancefinance.com
WhatsApp: 0771090122
Write to us by post: Complaint Handling Officer, Alliance Finance Company PLC., No. 84, Ward Place. Colombo 07.

How we respond:

Logging the Complaint: The complaint is logged into a CRM system; this includes details such as the nature of the complaint, the complainant’s contact information.
Acknowledgment: A prompt acknowledgment is sent to the complainant.
Investigation: The complaint is investigated, to gather additional information.
Resolution: Once the investigation is complete, steps are taken to resolve the complaint.
Follow-up: In some cases, follow-up may be necessary to ensure the complainant is satisfied with the resolution.
Continuous Improvement: Identify the root cause to find opportunities for improvement in products, services, or processes.
Closure: Once the complaint is fully resolved and the complainant is satisfied, the case is closed in the CRM system.

However, if you are not entirely satisfied with our response to your concern, you may enroll with alternative dispute resolution mechanisms handled by below regulatory authorities in a manner prescribed by them.