How do I make a complaint?
You can make a complaint through any of our contact channels (email, WhatsApp, phone, social media) or visit any of our branches.

What basic information do I need to make a complaint?

You will need the following:
• Full name
• Account Number
• What product or service the complaint is about
• Description of the complaint
• Date of transaction and amount involved (if applicable)
• Documents which support the complaint (if applicable)

May I make a complaint on behalf of someone else?

When complaint is received on behalf of someone, we would require written authorization of customer or estate trustees ( in case of deceased customer) that the third party is acting on their behalf, before treating the complaint.

How do you resolve complaints?
We would investigate the issues raised and provide feedback on the resolution action taken.

May I appeal a decision?
Where a customer is dissatisfied with the resolution outcome, he/she can appeal in writing within 30 days to Head, Customer Experience who will ensure that a review is conducted and decision communicated to the customer

If customer is still dissatisfied with appeal outcome, he/she may seek external review. Available options include
i)Consumer Protection Dept, ([email protected])
Central Bank of Nigeria
Central Business District
Garki Abuja

ii) Consumer Protection Council ([email protected])
Plot 1105 Dar Es Salaam Street
Off Aminu Kano Crescent
Wuse II Abuja

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