Customer complaints procedure
Template only. This page is a structure for the bank's legal and compliance teams. The final wording must be reviewed and approved for Nigerian law and the bank's regulatory obligations before publication.
We want to put things right when they go wrong. This procedure explains how to make a complaint and what happens next.
How to complain
- Phone: [customer service number]
- Email: [complaints email]
- In person: at our head office ([address] )
- Online: using the enquiry form, choosing “Complaint or feedback”.
Please tell us your name, how to contact you, what went wrong and what you would like us to do. Never send your password, PIN or full card number.
What happens next
- We acknowledge your complaint within [timeframe] and give you a reference number.
- We investigate and keep you informed of progress.
- We send you our final response within [timeframe, in line with applicable CBN consumer protection requirements].
If you are not satisfied
[Escalation route, including any external body a customer may refer an unresolved complaint to, as required by applicable regulation. To be confirmed by Compliance.]
Last updated: [date of approval]