Page 144 - ACCESS BANK ANNUAL REPORTS_eBook

GOVERNANCE

CUSTOMERS’

COMPLAINTS

FEEDBACK

access Bank is fully committed to its core value of

‘passion for customers’. the Bank prides itself on
providing exceptional services to customers at all
times. At the same time, given the number and
complexity of financial transactions that take
place every day, the Bank recognizes that there
will inevitably be occasions when mistakes
and misunderstandings occur. In these sit-
uations, the Bank encourages customers
to bring their concerns to its attention for

prompt resolution. In addition, deliber-
ate efforts are made to solicit custom-
ers’ feedback on the Bank’s products
and services.

Complaints Channels
In order to facilitate seamless complaints and
feedback process, the Bank has provided various
channels for customers. These include:
• 24 hour contact centre with feedback through
emails, telephone, SMS, livechat, social media
etc.
• Feedback portal on the Bank’s website.
• Customer service desks in over 300 branches
and toll-free telephone lines to the office of
the Group Managing Director in the banking
halls of key branches.
• Correspondence from customers
• The Voice of Customer Solution
• The Ombudsman desk
• Suggestion boxes in branches and surveys

Complaints Handling
We handle customers’ complaints with sensitivity
and in due regard for the needs and understanding
of each complainant. Efforts are made to resolve
complaints at first level. Where this cannot be
achieved, they are immediately referred to the
appropriate persons for resolution. All complaints
are logged and tracked for resolution and feedback

144 Access BAnk Plc
Annual Report & Accounts 2017