Hebrew to English Bus/Financial Business/Commerce (general)

At a bank.

My first thought was "ombudsman unit," but all the definitions I found say that the ombudsman is an officer who handles complaints, whereas פניות הציבור might conceivably include other things as well (questions, comments, suggestions, praise...).

Should I just assume this is the same position and therefore the appropriate term, or go with a more literal translation?

Thanks!