Short answer Sampath Bank accepts feedback and complaints through multiple channels, records and tracks them in a central complaints‑handling system, investigates and resolves or escalates internally, and — if you remain unsatisfied — you can take the matter to Sri Lanka’s Financial Consumer Relations Department / Financial Ombudsman (Central Bank). (scribd.com)

How they handle complaints (step‑by‑step)

• Channels to submit complaints/feedback: in person at any branch (including Head Office), by phone (customer care / card hotlines), via the bank’s online contact/complaint form or email, and by post. (Social media is monitored but the bank’s central system captures most other sources.) (marketscreener.com)
• Central recording and tracking: complaints are logged in a central Complaints‑Handling System (CHS) that consolidates incoming reports, assigns them for investigation and tracks resolution and escalation. Sampath has stated it introduced an integrated CHS (and an online complaint form) to streamline handling. (scribd.com)
• Investigation & resolution: complaints are investigated by the responsible unit; routine matters are resolved at branch or business‑unit level, more serious or unresolved matters are escalated to senior management per the bank’s grievance‑redressal policy. The bank reports monitoring of service levels (call centre standards, SLAs) and periodic review. (pubhtml5.com)
• Escalation & external recourse: if the bank’s response is unsatisfactory or not resolved within the bank’s timelines, customers may escalate to the Financial Consumer Relations Department / Financial Ombudsman (Central Bank of Sri Lanka). The Ombudsman/FCRD can acknowledge complaints, issue a reference number and liaise with the bank. (brandradar.org)

What you should do when filing a complaint

• Use a clear channel (branch, phone or the bank’s online form) and ask for a complaint/reference number. (scribd.com)
• Keep copies of supporting documents, transaction IDs, dates/times and the names of staff you spoke with. Send important documents by registered post or email so you have proof of delivery. (brandradar.org)
• If the bank’s reply is unsatisfactory, keep the bank’s reference and submit to the Central Bank’s FCRD/Ombudsman following their complaint process. (brandradar.org)

Notes and practical tips

• Sampath publishes grievance‑handling and service‑level information in its reports and says it monitors and reviews complaints centrally. Recent annual reports mention the CHS rollout (mid‑2022) to improve capture and escalation. (scribd.com)
• If you want, I can fetch the bank’s current complaint email, phone number, the exact online complaint form link, and the Central Bank FCRD complaint form — tell me whether you want Sampath Bank contact details or the FCRD’s complaint submission steps.