Customer Charter — Built on Trust & Transparency
At Prominent Finance & Investment Ltd., our customers are at the center of everything we do. This charter is our formal commitment to providing you with transparent, fair, and high-quality financial services.
Four Pillars of Our Charter
The core principles that guide every interaction, every decision, and every service we deliver.
Integrity
Honest dealings in every transaction, every time.
Transparency
Clear terms, no hidden fees, full disclosure always.
Responsiveness
Quick action on queries, requests, and concerns.
Respect
Every customer treated with dignity, no exceptions.
Your Customer Rights
Every customer of Prominent Finance is entitled to these fundamental rights — protected and upheld at all times.
Right to Fair Treatment
Equal access to all services regardless of background, income, or profile.
Right to Information
Complete details on products, pricing, and risks upfront — before you commit.
Right to Privacy
Your data stays confidential — shared only when legally required.
Right to Redressal
Formal channels to escalate concerns and receive timely resolution.
Your Role as a Valued Customer
Trust is a two-way street. Here's how you help us serve you better.
Read Carefully
Review all documents and terms before signing.
Share Accurately
Provide truthful information during KYC and onboarding.
Pay On Time
Honour installment schedules for a healthy credit profile.
Protect Credentials
Keep PINs, passwords, and account details private.
Update Details
Notify us of address, contact, or nominee changes.
Report Issues
Alert us immediately of suspicious or unauthorized activity.
Our Service Standards
Clear service commitments so you always know what to expect and when.
New Account Opening
Complete KYC verification and account activation.
Deposit Withdrawal
Matured deposit payout to registered bank account.
Loan Application Review
Initial screening and eligibility assessment.
Complaint Acknowledgment
Formal acknowledgment of any registered grievance.
Complaint Resolution
Full investigation and final response to customer.
Your Privacy Is Non-Negotiable
We follow the strictest data protection standards. Your personal and financial information is encrypted end-to-end and accessed only by authorized personnel under strict compliance protocols.
What You Can Expect From Us
Our written commitments to every customer, every time.
Clear Communication
All product terms explained in plain language, in Bangla or English.
Written Confirmations
Every transaction backed by a receipt, statement, or digital confirmation.
Advance Notice
30-day heads-up on any change in rates, fees, or service terms.
Continuous Improvement
Regular surveys and audits to refine our services.
Our Track Record
Numbers that reflect our commitment to service excellence.
98%
Customer Satisfaction
48h
Complaint Acknowledgment
24/7
Support Availability
100%
Data Confidentiality
Frequently Asked
How do I file a formal complaint?
Email our Grievance Cell, call our support line, or visit any branch. You'll receive an acknowledgment within 48 hours.
Is my personal data shared with third parties?
Never — except where required by law or regulators. We do not sell or share your data.
What if my complaint isn't resolved in 15 days?
You may escalate to our Compliance Officer and ultimately to Bangladesh Bank's customer services department.
Can I request account statements anytime?
Yes. Statements are available on demand at any branch, via email, or through our digital platforms — free of cost.
Multiple Ways to Connect
Choose the channel that works best for you — we're always listening.
Call Support
Speak directly to our customer care team.
Have a Concern or Suggestion?
Your feedback shapes our service. Whether it's a compliment, complaint, or fresh idea — we want to hear it.
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