CUSTOMER COMPLAINTS HANDLING PROCEDURE

The Bank strives at all times to ensure that its clients receive a high level of service and are treated with courtesy, skill, care and diligence. Occasionally, clients may feel dissatisfied and file a complaint. The Bank shall ensure that clients are treated fairly through an effective and efficient complaints procedure.

To file a complaint you can reach the Bank through any of the following:

• Telephone No: +254 20 3341172/6/7
• Email: info.ke@habibbank.com
• Drop by any of our branches
• Speak to your Branch Manager directly
• Postal Address: P.O. Box 30584, 00100 Nairobi, Kenya.

We will make every effort to ensure your complaint is resolved within the first point of contact and should there be any reason why your complaint cannot be resolved immediately, the following steps will apply:

1. The complaint will be logged in our internal channels which ensures tracking and resolution.
2. We will acknowledge receipt of your complaint, via an SMS or email notification, with 48 hours.
3. We will endeavour to resolve the matter within 7 (seven) working days and inform you once resolved.
4. In circumstances where we are not able to resolve within this time frame, we will keep you posted of progress until a solution is reached.

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