Service Delivery Charter

OUR PROMISE TO YOU

We believe in working together to deliver great outcomes, making banking pleasurable and convenient for our Customers. We do this by developing trust, being approachable, treating our Customers with fairness and respect while ensuring ease, expertise, and efficiency in all our dealings.

Our service goals include:

• Providing our services on Monday to Friday from 8.30 am to 4.00 pm and on Saturdays from 8.30 am to 1.00 pm. In addition, we aim to provide 24-hour, 7-day access to Internet & Mobile Banking and access at our Automatic Teller Machines (ATMs) located in all our branches.
• Treating our Customers with courtesy and respect.
• Providing our Customers with clear information about our products and services, the benefits earned, the fees and charges that are applicable, what our customers can expect from us, and who within our Bank will deliver the service to you.
• Providing our Customers with professional financial advice, quality products, services, and facilities.
• Responding to our Customers effectively and efficiently.
• Providing as far as is reasonably practical; accessible premises, products, services, and suitable auxiliary aids to Customers with disabilities.
• Working to provide our Customers with assistance and services whenever they experience a language barrier.
• Handling customer data with confidentiality and storing it appropriately.

Download: Consolidated Service Charter (PDF)

Download: Ahadi Yetu (PNG)