Complaints Handling Procedure

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Step 1:

Contact your bank

Banks have in place appropriate and effective internal procedures for handling customer complaints. Please contact your bank by calling the bank’s Customer Service Helpdesk, by writing a letter or email or a secure message via your bank’s internet banking system, by visiting a branch, or by sending your feedback/suggestion/complaint as directed by your bank.

Banks aim to resolve your complaint on the spot, where possible. Where this is not possible, they will acknowledge your complaint within 2 working days of its receipt and give you details of the person handling the complaint. They will aim to deal with complaints in a systematic and effective manner. They will send you a written reply, containing a decision, within 30 days, as from the date the complaint is received by them (unless it is a complex issue, where a longer timeline may be agreed).

Step 2:

Refer to the office of the Ombudsperson

If you still feel that your complaint has not been adequately resolved by your bank, you may refer your complaint to the Office of Ombudsperson for Financial Services, enclosing a copy of your complaint made to the bank, their subsequent reply and any other relevant information/document, at the following address:

The Office of the Ombudsperson for Financial Services,
8th floor, SICOM Tower,
Wall Street, Ebene Cybercity
Phone: 460 0473 / 460 0474
Fax: 468 6473

Customers may seek additional information on the procedures via the following link: