CUSTOMER COMPLAINTS / FEEDBACK HANDLING PROCEDURE

Habib Bank AG Zurich is committed to providing exceptional customer service. We welcome the opportunity to address any concerns or complaints you may have. In most instances, your complaint can be resolved by simply making us aware of it. You can raise your issue with our staff in person at any of our branches.

We encourage you to contact us using one of the following options:

• Call at: +254 20 3341172/6/7
• Email at: info.ke@habibbank.com
• Visit at: Your nearest branch
• Mail at:

  Habib Bank AG Zurich

  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.

The Bank expects the majority of complaints will be quickly resolved to your satisfaction at this level. If you are not satisfied with the response from the Bank, then you can write (with details) to the Country Manager at our mailing address.