Feedback and Complaints

This Policy is intended to address complaints made to First Bank. In accordance with BS ISO 10002-2004, a complaint under this Policy is defined as follows:

An expression of dissatisfaction made to an organisation, related to its products, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected.

Any person or organisation (the complainant) who is dissatisfied with a product or service provided by the Bank, for any reason, may contact First Bank to complain. A complaint may be oral or written. At times, complaints can be by way of negative feedback, which may not require a resolution or formal follow-up. While this type of feedback is valuable, the Policy does not apply to feedback of this nature.

First Bank seeks to maintain and enhance our reputation of providing you with high quality products and services. We value complaints as they assist us to improve our products, services and customer service.

First Bank is committed to being responsive to the needs and concerns of our customers or potential customers and to resolving complaints as quickly as possible.

This policy has been designed to provide guidance to both our customers and staff on the manner in which First Bank receives and manages complaints. We are committed to being consistent, fair and impartial when handling complaints.

The objective of this policy is to ensure:

• Awareness on our complaint lodgement and handling processes
• That both customers and staff understand our complaints handling process
• Complaints are investigated impartially with a balanced view of all information or evidence
• Complaints are considered on their merits taking into account individual circumstances and needs.
• Recognition of customers’ right to provide feedback and complain about product and services rendered.
• All complaints are treated in line with laid down statutory and regulatory requirements.

If you are dissatisfied with a product or service provided by First Bank, you may in the first instance consider speaking directly with the staff member/s you have been dealing with. If you are uncomfortable with this or consider the said staff member unable to address your concerns you can lodge a complaint with us in one of the following ways:

By completing a Complaints form.
Contact Us:

By emailing us complaintsunit@firstbanknigeria.com
In person by speaking to any of our customer service staff at our branches. Please note that you will be
required to fill a Complaint Form. Details of the complaints will then be logged on the FirstCustomer CRM.
Relationship Manager: Corporate and Institutional Banking customers may give feedback to their relationship
managers by telephone or email
SMS: Send an SMS to 30012
Social Media:
Facebook: https://www.facebook.com/firstbankofnigeria
Twitter: @fbn_help

• Your name and contact details
• Your relationship with First Bank (i.e. the nature of your engagement with First Bank, customer or non-customer)
• Name/Description of product or service being complained about
• Problem encountered with said product or service
• Remedy requested / Complainant’s Prayer
• Copies of any documentation which supports your complaint.

Upon receipt of a complaint via any of our channels, the complaint would be logged on FirstCustomer which in turn will generate a unique identifier code that is sent to the customer. The complaint would identify the remedy sought by the complainant and any other information necessary for the effective handling of the complaint.

Receipt of each complaint would be acknowledged to the complainant immediately via SMS or e-mail notification. The notification will contain the Unique Identifier Code as well as the expected resolution time of the complaint.

Upon receipt, each complaint would be initially assessed in terms of criteria such as severity and possibility of immediate action and will be treated accordingly.

We would investigate all the relevant circumstances and information surrounding a complaint. The level of investigation would be commensurate with the seriousness, frequency of occurrence and severity of the complaint.

racking – Complaints will be tracked from initial receipt through the entire process until the complainant is satisfied or the final decision is made. An up-to-date status would be made available to the complainant upon request and at regular intervals, via any of our channels.

Communicating the Decision – The decision or any action taken regarding the complaint, which is relevant to the complainant, would be communicated to them as soon as the decision or action is taken via email and SMS.

Closing the Complaint – If the complainant accepts the proposed decision or action, then the decision or action would be carried out and recorded. If the complainant rejects the proposed decision or action, then the complaint would remain open. This would be recorded and escalated to the Complaints Management Team. The complainant would be informed of alternative forms of internal and external recourse available. The organization would continue to monitor the progress of the complaint until all reasonable internal and external options of recourse are exhausted or the complainant is satisfied.

1.1 We would receive

Upon receipt of a complaint via any of our channels, the complaint would be logged on help desk which in turn will generate a unique identifier code that is sent to the customer. The complaint form would contain details of the remedy sought by the complainant and any other information necessary for the effective handling of the complaint.

1.2 We would acknowledge

Receipt of each complaint would be acknowledged to the complainant immediately via SMS or e-mail notification. The notification will contain the Unique Identifier Code.

1.3 We would assess

Upon receipt, each complaint would be initially assessed in terms of criteria such as severity and possibility of immediate action and will be treated accordingly.

1.4 We would investigate

We would investigate all the relevant circumstances and information surrounding a complaint. The level of investigation would be commensurate with the seriousness, frequency of occurrence and severity of the complaint.

1.5 We would provide feedback

Tracking – Complaints will be tracked from initial receipt through the entire process until the complainant is satisfied or the final decision is made. An up-to-date status would be made available to the complainant upon request and at regular intervals, via any of our channels.

Communicating the Decision – The decision or any action taken regarding the complaint, which is relevant to the complainant, would be communicated as soon as the decision or action is taken, via email or call.

Closing the Complaint – If the complainant accepts the proposed decision or action, then the decision or action would be carried out and recorded. If the complainant rejects the proposed decision or action, then the complaint would remain open. This would be recorded and escalated to the Complaints Management Team. The complainant would be informed of alternative forms of internal and external recourse available. The Bank would continue to monitor the progress of the complaint until all reasonable internal and external options of recourse are exhausted or the complainant is satisfied.