afb Ghana Complaints Policy

Overview

In our pursuit for world-class customer experience, we acknowledge that we are not perfect and understand that at times we get things wrong.

Our policy aims to provide a practical guide for resolving and managing customer complaints effectively. It sets out our commitment to customers around managing and resolving complaints.

Our policy ensures;

  • we provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint or suggestion
  • we publicise the existent of our complaints procedure so that people know how best to contact us
  • our staff are equipped to deal with and manage complaints
  • all complaints are investigated fairly and in a timely way

What is a complaint?

A complaint is any expression of dissatisfaction, grievance or suggestion made to us about any of our products, people or services and anyone of our stakeholders has the right to complain.

Who can make a complaint?

Anyone has the right to make a complaint, and we ensure that all complaints are dealt with efficiently, objectively and fairly.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Channels of complaint or checking a complaint progress:

If you need to make a complaint, or would like to check the progress of a complaint, please contact us by one of the following channels:

  • Landline: 030 220 8342
  • WhatsApp: 057 406 5958
  • Email: customerservice@afb.com.gh

You can also make a complaint in person at any of our branches nationwide. Click here for a full list of our branches.

If you are still not satisfied or wish to appeal:

We aim to resolve your query within 24 hours unless an alternative timeline has been agreed.

If you are not heard back from us within the the agreed timeframe or you are not satisfied with the resolution, please contact our Customer Experience Manager directly on 057 770 8050.

If you are unable to resolve your query with our Customer Experience Manager, you may write to:

The Head, Financial Stability Department at Bank of Ghana. PO Box GP 2674, Accra.
Or email complaints.office@bog.gov.gh.