Central Finance Products and Services Key Facts Document

The Key Facts Document consists of the main features of the products and services offered by Central Finance Company PLC (CFC). This document serves to comply with the requirements of the Financial Consumer Protection Regulations No. 01 of 2023 issued by the Central Bank of Sri Lanka.

CFC reserves the right to amend any of the stated terms, conditions, and related fees and charges at any time.

A) Products and Services

The following products and services are offered to customers.

No	Product/Service	Description	Main Product Features, Terms, and Conditions	Rates, Fees, and Other Charges
1	Leasing Facilities	Finance lease facilities are mainly offered for popular models of registered and unregistered vehicles for private and commercial use. Finance leases are also considered for brand new machinery. To be eligible to obtain a finance lease facility, the applicant needs to clearly demonstrat e his/her ability to meet the lease commitments.	Competitive rentals Loan to Value (LTV) ratio in accordance with CBSL directions and applicant's creditworthiness Rentals due only after acceptance of the asset Lease period: 12-72 Months Repayment: Equated Installments, Structured or Bullet Payments according to a pre-agreed schedule Insurance and subsequent renewals needs to be placed with CF insurance brokers (Pvt) Ltd with our approved insurers. Client Profile: Citizen of Sri Lanka, aged over 18 years and not more than 70 years at the time of application	Service Charges: Rs 5,000 and above Stamp Duty: 1% of total receivables Valuation fees, CRIB Report Fees, Insurance Premiums vary based on facility type Late payment fees: 4% per mensum on outstanding amount Pre-termination of lease: Rebate on future rentals would be solely at the discretion of the company
2	Sub Loan Facilities	A Sub loan facility is an additional loan provided against the leased asset of an active contract.	Competitive installments Security: Lien over the leased asset until full settlement Repayment: Equated installments, Structured or Bullet Payments according to a pre-agreed schedule Term limited to the balance period of the lease	Effective Rate of Interest: 15% and upwards Service Charges: Rs 5,000 + VAT and above Late payment fees: 4% per mensum on outstanding amount Pre-termination fee based on the unexpired period of the loan
3	Business Loans/Mortgage Loans	CFC provides Short and Medium term financing for registered business entities for the purchase of machinery, equipment, working capital, and business expansion.	Loan period: 3 to 60 Months Repayment: Equated installments, Structured or Bullet Payments according to a pre-agreed schedule Interest charged on outstanding balance at an agreed fixed rate Security: Guarantors, Fixed Deposits, Property mortgage, Lien over vehicles, or other security as required Client Profile: Citizen of Sri Lanka aged over 18 years and not more than 60 years at the time of application. The business should have been registered and in operation for a minimum of 5 years.	Service Charges: Rs 10,000 to 100,000 + taxes Stamp Duty: 0.1% of Loan Value Legal Fees: Rs 10,000 + VAT Late payment fees: 3% per mensum on outstanding amount Pre-termination fee: 5% of outstanding capital value
4	Dealer loans for registered and unregistered vehicle dealers	Short term financing is available to for dealer of registered vehicles and vehicle importers to finance the purchase of vehicles	Loan period: Maximum Period of 03 Months Interest charged on outstanding balance at an agreed fixed rate Interest is charged on the outstanding balance at an agreed fixed rate Security: Guarantors, Fixed Deposits, Property mortgage, Lien over vehicles, or other security as required Client Profile: Citizen of Sri Lanka aged over 18 years and not more than 60 years at the time of application. The business should have been registered and in operation for a minimum of 5 years. Repayment: : Interest should be paid monthly and the capital to be paid during the tenor of the loan. Interest is charged on the outstanding balance at an agreed fixed rate Security: Unregistered vehicles - Original Import documents retained as security Registered vehicles - Original Certificate of Registration and Deletion (if available) retained as security. Promissory note. Personal guarantee may be requested at the discretion of the Credit Manager Post Dated Cheques will be obtained for rental payments Client profile: Registered Vehicle dealers or Vehicle Importers. Business registration is required	Effective Interest Rate: 20% per annum upwards Service Charges: Rs 10,000 to 100,000 + taxes Stamp Duty: 0.1% of Loan Value Legal Fees: Rs. 3,750 Valuation fees, Documentation Fees, Insurance Premiums are variable depending on loan amount and vehicle type Late payment fees on delayed rentals and other charges would be calculated at the rate of 3% per mensum on the amount outstanding Other levies which may be imposed by the government or other revenue authorities from time to time
5	Auto Loans	Auto Loan facilities are offered to high income customer segments in order to fulfill their financial needs to purchase a Car, SUV or Van or meet urgent cash requiremen ts by means of mortgaging a the vehicle purchased or owned Auto loan financing will be limited to popular cars, vans and SUVs.	Competitive monthly installments The Loan to Value (LTV) ratio: will be in accordance with the CBSL directions and the credit worthiness of the applicant Loan period: Up to a maximum of 60 Months Repayment: Equated Installments / residual schemes Insurance and subsequent renewals need to be placed with CF Insurance Brokers (Pvt) Ltd with our approved insurers Client Profile: Citizen of Sri Lanka, between the age of 18 to 70 years at the time of application. Applicants can be either salaried employees of reputed companies or owners of a registered business entity that has been in operation for at least two years	Effective Rate of Interest: 15% and upwards Stamp Duty: 0.1% of total loan amount granted Valuation fees, CRIB report fees, insurance premiums vary based on facility type and equipment type Other levies which may be imposed by the government or other revenue authorities from time to time may be applicable Late payment fees on delayed rentals and other charges due would be calculated at the rate of 4% per mensem on the amount outstanding A fee of 10% on the capital outstanding would be charged in the event of premature termination
6	Auto Loan Express Cash	Auto facilities Loan are Express offered to Cash bank grade customer segments in order to fulfill their financial needs to meet urgent cash requiremen ts by means of mortgaging a the vehicle owned Auto loan Express Cash financing will be limited to popular cars, vans and SUVs.	Competitive interest rates The Loan to Value (LTV) ratio will be in accordance with the CBSL directions and the credit worthiness of the applicant Loan period: Up to a maximum of 12 months Repayment: 12 months structure with the last rental as bullet payment (Clients can restructure their loans through intermittent capital payments without termination fees) Insurance and subsequent renewals need to be placed with CF Insurance Brokers (Pvt) Ltd with our approved insurers Client Profile: Citizen of Sri Lanka, between the age of 18 to 70 years at the time of application. Applicants can be either salaried employees of reputed companies or owners of a registered business entity that has been in operation for at least two years. The applicant’s financial profile will need to be in line with the lending policy of the company Applicants should produce a minimum of two guarantors for the Auto Loan Express Cash facility	Effective Rate of Interest: 16% upwards Service Charges: Rs.10,000 + VAT and above Stamp Duty: 0.1% of total loan amount granted Valuation fees, CRIB report fees, insurance premiums vary based on facility type and equipment type Other levies which may be imposed by the government or other revenue authorities from time to time may be applicable Late payment fees on delayed rentals and other charges due would be calculated at the rate of 4% per mensem on the amount outstanding No pre-termination fees
7	Express OD	Express OD facilities are offered to the SME segment, businesses who are registered and operated for more than 2 years and existing or past clients to finance their working capital requirement,	Customers will be allowed to withdraw and pay within the approved credit limit A variable rate will be offered based on the 91 days Treasury bill (TB) rate The facility rate will be revised every 3 months The interest will be charged only on the capital outstanding for the respective period Despite the total capital and interest recovered in full, the contract will not be closed, until requested by the client, before the completion of the tenure Loan Period: The credit limit will be valid for 12 months (from the initial drawdown) Insurance and subsequent renewals need to be placed with CF Insurance Brokers (Pvt) Ltd with our approved insurers	Effective Rate of Interest: 91 day TB rate + margin rate 5.5% and upwards The applicable interest rate will be revised every three months based on the weighted average yield rate on 91 day Treasury bill rates published by the Central Bank of Sri Lanka immediately preceding the contract date plus margin % per annum (91 day TB Bill rate + margin % per annum), subject to a minimum rate of 14% per annum Service Charges: Rs.10,000 + VAT and above Stamp Duty: 0.1% of total loan amount granted Valuation fees, CRIB report fees, insurance premiums vary based on facility type and equipment type Other levies which may be imposed by the government or other revenue authorities from time to time may be applicable Late payment fees on delayed rentals and other charges due would be calculated at the rate of 4% per mensem on the amount outstanding No pre-termination fees
8	Savings Accounts	CF offers a variety of Savings options for customers ranging from Minor Savings Accounts to Senior Citizens Accounts, ensuring better returns and convenienc e to withdraw funds whenever required. The interest rate payable varies depending on the account balance and the type of savings account.	Details of the Savings Products are displayed on our website Applications are accepted from individuals who are Citizens/Dual Citizens of Sri Lanka and of age 18 years or older Terms and Conditions applicable to accepting Savings Accounts are on the reverse of the applications. Applications can be downloaded from the website Applications are accepted from Corporates and Other Institutions registered within Sri Lanka Minor Savings Accounts can be opened for a newborn and children below the age of 18 years, with the parent or legally appointed guardian as the primary account holder Minor Savings Accounts: A higher interest rate is offered depending on the account balance Calculation of Interest: For all Savings Accounts, interest is calculated on a daily basis on quoted simple interest rate per annum and credited to the account monthly CFC will not divulge any information to third parties and we are bound to maintain confidentiality of customer information. However, if a regulatory authority requests the details of a customer, such as FIU, IRD, or by a Court order, the company is bound to provide such information to the relevant authorities In the event of a cancellation or suspension of the Licenses of a Financial Institution regulated by the Central Bank of Sri Lanka, a Depositor is eligible to receive compensation up to a maximum of Rs.1,100,000/= under the Sri Lanka Deposit Insurance Scheme Dormant Account: Except for minor savings accounts, all other savings accounts may fall into a dormant category if there have been no customer interventions or transactions for a period of one year. Accounts that have been dormant for a period of 5 years are reported to the CBSL. To reactivate such an account, account holder(s) must visit the Company personally	The latest applicable rates related to our products have been displayed on our website – Central Finance Savings Fees charged for not maintaining the required minimum balance in a Savings Account is Rs 25, which is debited to the respective savings account at the end of the calendar month Minimum Balance required to open an account and Minimum balance to be maintained in an account: Minor Savings - Rs 500/=, Other Savings Accounts - Rs 1,000/=, Excel Savings Account - Rs 10,000/= No charges applicable for closure of a Savings Account
9	Fixed Deposits	A fixed deposit account enables a depositor to earn a higher interest rate. The interest is payable either monthly or at maturity	Deposit tenure: 1 to 60 Months Depositors should be Citizens/Dual Citizens of Sri Lanka and of age 18 Years or older Deposits are accepted from Corporates and Other Institutions registered within Sri Lanka Deposit holders can choose to obtain Interest payments either Monthly or at Maturity. The rates are quoted per annum basis and interest will accrue at simple rates and will be calculated and paid only at the end of the term of the Fixed Deposit where interest is payable at Maturity. In the case of Monthly Interest payments, interest will be calculated by applying the agreed interest rate per annum and divided by 12 months. An individual who has completed 60 years of age on the date of Deposit shall be eligible to open a Senior Citizen account. A Senior Citizen may open an account either in an individual capacity or jointly with another individual who should be 60 years of age on the date of Deposit CFC reserves the right to decline accepting any deposit if the customer does not divulge information requested by the Company in respect of requirements laid down by the Financial Intelligence Unit of Central Bank of Sri Lanka All fixed deposit holders are eligible for the following facilities against the deposits held by them. 1. Loans against the Fixed Deposit. 2. ATM Card to obtain a pre- approved Loan Facility against the Fixed Deposit . 3. Letters of Guarantee 4. Assignment of the deposit certificate against credit facilities 5. Obtain balance confirmation letters for the purpose of travel Visa requirements. 6. CF Kalin Poli - This scheme enables the depositor to obtain his/her maturity or monthly interest in advance subject to a discount while having the deposit capital intact. CFC will not divulge any information to third parties and the company is bound to maintain confidentiality of the customer information. However, if a regulatory authority requests the details of a customer such as FIU, IRD, or by a Court order, the company is bound to give such information to the relevant authority In the event of a cancellation or suspension of the License of a Financial Institution regulated by Central Bank of Sri Lanka, a Depositor is eligible to receive compensation up to a maximum of Rs. 1,100,000/= under the Sri Lanka Deposit Insurance Scheme If a deposit account has been auto renewed for over a period of ten years without any correspondence or intervention of the depositor, those accounts are considered to be dormant. If CBSL requests the details of such deposits and gives an order to transfer such deposits to CBSL, the company is bound to do so. Subsequently, if a depositor claims such a deposit, the depositor has to claim it from the CBSL	The latest applicable rates related to our products have been displayed on our website – Central Finance Deposits Deposits for fixed periods cannot be withdrawn prematurely, but in special cases, applications for withdrawals of all categories of deposits will be considered on receipt of one week's notice prior to the date of maturity, subject to the Company’s right to accept or reject such notice at its sole discretion. Should the money deposited or any part thereof be withdrawn before maturity, a reduced rate of interest will be applied depending on the period of deposit, and the excess interest paid will be repayable to the Company. The Company shall be entitled to deduct the said excess payment from the capital held in deposit. No portion or the full amount will be released unless the deposit certificate is returned to us duly endorsed In a case of an early withdrawal, the following rate table will be applied depending on the completed period of deposit subject to CBSL Direction: Over 1 month and up to 12 months: 4% P.A. Over 12 months and up to 24 months: 5% P.A. Over 24 months and up to 60 months: 6% P.A. On the Loan obtained against the Deposit, an additional 4% interest rate is levied over and above the applicable interest of the deposit. The interest is calculated on the amount withdrawn and will be calculated on the daily outstanding balance An ATM card for a pre-approved Loan against a Fixed Deposit could be obtained at a charge of Rs. 500/= Charges for the issue of Letters of Guarantee: 1.0%-1.5% of the deposit amount will be charged for the issue of Letters of Guarantee
10	Debit Card	By using the CF VISA Debit Card, Savings account holders would be able to withdraw cash through VISA enabled ATMs Worldwide. The Card can also be used to pay for goods and services through VISA enable merchants worldwide	All individuals except Minor Savings account holders are eligible to apply for a Debit Card Terms and Conditions applicable to the Debit Card are given on the reverse of the Debit Card application At the time of handing over the Debit Card to the customer, a letter is issued with the facilities available and charges levied on the card transactions. In the same letter, the contact telephone numbers for any inquiries are also provided. A dedicated “HOTLINE” number is printed on the reverse of the debit card. Another hotline is displayed for customer queries. In case of theft or loss of the Debit Card, customers can contact one of these hotlines and request to block the card	Applicable charges on Debit Card transactions are as follows: Issue of new Debit Card - Rs. 500/=, Replacement of a Debit Card - Rs. 500/= ATM Withdrawal charges: Commercial Bank ATMs - Rs. 25/=, Lanka Pay VISA enabled ATMs - Rs. 30/=, Overseas VISA enabled ATMs - Rs. 250/= Balance Enquiry through ATMs: Commercial Bank / Lanka Pay VISA enabled ATMs - Rs. 7.50, Overseas VISA enabled ATMs - Rs. 50/= For all transactions performed through the Debit Card, an SMS is triggered in real-time to the Card Holder free of charge
11	CF Mobile App (CF Click)	The CF Mobile Application is available for download for both Android and IOS mobile phones. The App allows customers to carry out financial transaction s using a CF Savings account and also obtain easy access to information in respect of customers Savings account balances ,h istory of transaction s, active Fixed Deposits , Credit Facilities and Insurance Facilities with CF etc.	All individuals except Minor Savings account holders could enjoy the facilities available through the App Non-Savings account holders can also download the App and obtain information on products and services, including calculators, interest rates, etc. Existing account holders can open fixed deposits using the App Existing users can pay utility bills through the App	Currently no charges are levied from the customers for the transactions carried out by them through the app.
12	CentriX Mobile Payment App	Centrix is a mobile app designed to streamline your financial and lifestyle needs, offering secure access to bank accounts, easy utility and bill payments, and merchant payments via LankaQR. Its advanced digital security ensures your data and transaction s are protected, while providing detailed records for financial tracking. App is available on Google Play Store and Apple App Store.	JustPay Payment Facilitation: Pay any bills, Credit Card Settlements, Utility Payments, LankaQR Merchant Payments, Government Payments, Fund Transfers (CF to CF, CF to Other, and Other to Other) New users must adhere to the CentriX Customer Due Diligence (CDD) Know Your Customer (KYC) process for successful onboarding and compliance with regulatory requirements	Zero transaction fees will be charged for all operations within CentriX, ensuring cost-effective access and seamless financial transactions for our users
13	CF Contract Hire	Long Term Vehicle Hire solutions for Companies .	Solutions are available for one vehicle or a fleet of vehicles Inclusive of full maintenance, insurance, and revenue license Standby service in the case of breakdowns or emergencies available 24/7	Monthly rental varies depending on the make and model (purchase price) of the vehicle, spare parts, maintenance, and insurance costs Stamp duty of 1% of the agreement value is payable at the time of signing contracts Monthly rentals are subject to VAT taxes and levies introduced from time to time Excess mileage KM rate is computed as follows: Motor car Rs.14/- to Rs.17/- plus SSCL plus VAT, Van Rs.17/- plus SSCL plus VAT, Double Cab/Jeep/Truck Rs.22/- plus SSCL plus VAT Late payment fees on delayed rentals and other charges due will be calculated at the rate of 3% per mensem on the amount outstanding
14	CF Budget Hire, Whizz and Short Hire	Cars available for short term hire on a self drive basis	Daily Rental Cars with Manual and Automatic Transmission available Vehicles maintained by CFC	CF Budget Hire: Rs 2,300 to Rs 3,400 a day (depending on vehicle type) inclusive of VAT and Stamp duty. Mileage allowed each day is 100 KM. Excess mileage charges at Rs 15 to Rs 18 + VAT depending on vehicle type CF Whizz: Rs 3,700 to Rs 4,800 a day (depending on vehicle type) inclusive of VAT and Stamp duty. KM's allowed each day is 80 KM to 100 KM. Excess mileage charges at Rs 15 to Rs 18 + VAT depending on vehicle type CF Short Hire: Daily Basis: Rs 3,700 to Rs 6,700 a day (depending on vehicle type) inclusive of VAT and Stamp duty. KM's allowed each day is 80 KM. Excess mileage charges at Rs 15 to Rs 18 + VAT depending on vehicle type Monthly Basis: Rs 91,000 to Rs 140,000 a month (depending on vehicle type) inclusive of VAT and Stamp duty. KM's allowed each month is 2,500 KM. Excess mileage charges at Rs 15 to Rs 18 + VAT depending on vehicle type Rentals are subject to VAT, taxes, and levies introduced from time to time
15	Park & Go	These are physical sites, located at our branches and approved vehicle yards, where CF customers and external clients can display and sell their vehicles or could choose to buy from a selected range of vehicles which are available for sale.	Main features for buyers: An opportunity to physically view, test, and compare a range of vehicles. Value-added services such as valuations, financing, registration, and insurance services through Central Finance Company PLC and our fully owned subsidiary CF Insurance Brokers (Pvt) Ltd, all under one roof Main features for sellers: Access to professional vehicle sales services. 24-hour security and insurance for the vehicles on display. Free upkeep of the vehicles on display (limited to washing and cleaning). Advertising and promotional support to sell the vehicle at no additional cost	Vehicle sellers are not charged any fees for the display and sale of vehicles Buyers are charged a service charge on the following structure if the vehicle is purchased with cash: 1) Vehicle Value 1,000,000 and below - Service charge amount Rs.10,000/- plus VAT 2) Vehicle Value above 1,000,000 - Service charge amount Rs.25,000/- plus VAT There are no other charges or fees levied from the buyers if a leasing facility for the respective vehicle is obtained through Central Finance
16	Careka.lk & Tukeka.lk	Careka.lk is a vehicle trading website that is exclusively focused on facilitating the online advertising of all typesof vehicles for sale. Tukeka.lk is a vehicle trading website that is exclusively focused on facilitating the online advertising and sale of three wheelers for sale.	Both the websites offer the following benefits to both prospective buyers and sellers of vehicles: Advertise vehicles on the internet free of any cost View thousands of vehicles for sale and compare the same on the website using the compare feature Obtain leasing quotations from Central Finance through the websites Receive insurance quotations from CF Insurance Brokers	There are no fees levied from customers for this service

B) Procedure of obtaining products and services from CFC

All potential customers seeking to obtain products/services from CFC should either visit or contact the closest branch location. The list of branches, their locations and contacts numbers are displayed on our website (https://cf.lk/contact- us/) After a discussion with an authorised officer of CFC regarding their requirement the customer would be required to complete an application form. Any relevant documents related to the product/service requested should also be handed over to the branch evaluating and processing the request.

An investigation of business and residential premises will be carried out by an authorised officer of the company as part of the evaluation process.

C) Compensation for premature withdrawal or termination

Lending Products : A rebate on future rentals will be offered for facilities based on the unexpired period

Deposits : Premature withdrawals are allowed with due notice to CFC at a reduced rate of interest. Interest will be applied depending on the period of Deposits and if it is a monthly interest payment deposit, excess interest paid will be repayable to the company. CFC will be entitled to deduct the excess payment from the capital held in Deposit

D) Procedure for Recovery of Credit Facilities

CFC shall make every endeavor to facilitate the re-payment of the credit facilities by the Customers. These endeavors may include re-scheduling and re- structuring of facilities to suit the customer’s cash flow within the Company’s overall lending policy on a case by case basis.

In the event the customers are still unable to settle, CFC would be compelled to initiate recovery actions in accordance with its contractual rights and the laws of the country.

Visits by authorized officers of company and applicable charges

Please be informed that the company reserves the right to carry out periodic inspections on the vehicle as well as to make visits in the event the contract falls into arrears. Such visits will be made by authorized officers/agents of the company during day time. We shall be pleased to receive your fullest cooperation in this regard. In the event of a company representative having to visit you to collect overdue amounts a debt collector fee will be charged to your contract

Substantial failure

Non-payment of any two lease rentals or part thereof (consecutive or non-consecutive) would amount to and be construed as a substantial failure" of the lease. If any payment made by you subsequent to the Notice of Substantial Failure and Accelerated Payments, is inadequate to meet the entire amount to be paid as per the notice you are deemed not to have complied with the conditions set out in the Notice of Substantial Failure and the Notice of Substantial Failure would prevail to be in force. Your failure to make payments as set out in the Notice of Substantial Failure would entitle us to terminate the contract and take action to demand/recover the possession of the vehicle/equipment leased as per the terms and conditions set out in the agreement and the provisions of the Finance Leasing Act of 2000.

Late payment fees and other charges associated with debt collection

The collection charges incurred for the effort taken to collect arrears/settlements will be calculated in accordance with the applicable rate and will be debited to the contract. The applicable rates will be as follows:

Contracts below 6 rentals in arrears: 2.0% - 3.5% of the payment value

Contracts above 6 rentals in arrears : 5% - 12% of the arrears payment value + 1.0% of the amount collected in excess over the arrears value

All legal and other expenses incurred by the Company in this regard shall be borne by the Customer.

A cheque return penalty fee of 2.5% of the cheque value shall be payable in the event of a payment cheque being dishonoured

Expenses incurred in the event of repossession of vehicle shall be borne by the Customer

The Customer shall have recourse under the law to such actions of the Company

E) Disclosure of Customer Information

CFC shall observe strict secrecy in respect of all transactions of the Customer with the company subject to the provisions of section 61(2) of the Finance Business Act No. 42 of 2011.

However CFC is regulated by the Central Bank of Sri Lanka, and is obligated to provide details of customer transactions to the Central Bank of Sri Lanka and other regulatory/statutory institutions without prior notice to the customer, and without further obligations or legal recourse to the customer

F) Financial Transaction Reporting Act No 6 of 2006

Where CFC has reasonable grounds to suspect that any transaction or attempted transaction may be related to the commission of any unlawful activity or any criminal offense, it will report such transaction to the Financial Intelligence Unit under the provisions of Section 7 of the Financial Transaction Reporting Act No 6 of 2006

G) Applicable Legal Provisions

• Finance Leasing Act No. 56 of 2000
• Consumer Credit Act No. 29 of 1982
• Mortgage Act No. 6 of 1949
• Secured Transactions Act No.49 of 2009
• Registration of Title No. 21 of 1998
• Arbitration Act No.11 of 1995
• Mediation Board Act No. 72 of 1988
• Recovery of Debt (Special Provisions) Act No. 2 of 1990
• Inland Trust Receipts Act No. 14 of 1990
• Finance Business Act No.42 of 2011
• Inland Revenue Act No.24 of 2017
• Financial Transactions Reporting Act No.6 of 2006
• The Monetary Law Act (No 2053/16 -2018/01/09)
• Prevention of Money Laundering Act No 5 of 2006
• Payment and Settlement Systems Act No. 28 of 2005
• Civil Procedure Code (Amendment) Act No. 11 of 2010
• Any other laws which are in existence for the time being or any other laws which will be introduced from time to time

H) Procedure for Resolution of Customer Complaints

Making a Complaint

Complaints made by regulatory authorities & others (prospective customers/ unregistered introduces etc) we ensure that information about how and where to make the complaints to us or about us is well publicized. If a person prefers or needs another person to assist or represent them in the making and/ or resolution of their complaint, we will communicate with them through their representative if this is their wish. Anyone may represent a person wishing to make a complaint with their consent (e.g. advocate, family member, legal representative).

Information Required to Make a Complaint:

• Customer Name, Mobile number, and Email address (if any)
• Date of complaint
• Contract number or vehicle number or identity card number
• Nature of the complaint (briefly)

Anonymous Complaints

We accept anonymous complaints and will carry out an investigation of the issues raised where there is enough information provided. Anonymous complaints not providing sufficient proof and information related to the complaint will not be considered as a valid complaint. The following information is mandatory for a complaint to be considered as valid:

1. Name/number of account/contract impacted
2. Specific description of event resulting in customer dissatisfaction leading to complaint
3. Contact information of the complainant

Acknowledgment of Complaints

All complaints intimated to CFC are resolved within 7 working days, the customer will receive an acknowledgment and update of the complaint in their preferred language based on the method they have lodged the complaint with us.

In the event that a complaint will take longer than 7 working days to resolve, the officers resolving complaints will keep the customer informed regarding the progress of the complaint.

Complaint Investigation

Based on the information gathered during the investigation, Central Finance Company will respond to the customer with the decision and offer an explanation for the basis of the decision made.

If we are not able to bring our investigations to a conclusion within a period of 7 working days we will call the customer to inform the delivery date for the complaint raised.

Not all complaints are suitable for frontline resolution and not all complaints will be satisfactorily resolved at that stage.

Complaints handled at the investigation stage are typically complex or require a detailed examination before we can state our position. These complaints may already have been considered at the frontline resolution stage, or they may have been identified from the start as needing immediate investigation. All other complaints that do not require further investigation would proceed through the normal complaint escalation method. Further investigation required complaints will be investigated.

Contact Information for Lodging a Complaint

Please contact:

Customer Engagement Manager
Central Finance Company PLC
270, Vauxhall Street,
Colombo 02, Sri Lanka
Hotline: +94112038080
Email: tellus@cf.lk

Financial Ombudsman of Sri Lanka

Address: No 143A, Vajira Road, Colombo 5
Telephone: +94 11 2595624
Fax: +94 11 2595625
Email: fosril@sltnet.lk
Website: http://www.financialombudsman.lk/