Diamond Bank’s Customer Service Charter

SERVICE STATEMENT

Diamond Bank has a stated intention to be customer centric, which means putting our customers at the centre of all that we do. We wish to be considered world class in service delivery.

WHY HAVE A COMPLAINTS PROCESS?

Notwithstanding the above, we know that there will be service failure from time to time which may lead to customer complaints. All our customers have the right to have their complaints acknowledged and addressed quickly, efficiently and satisfactorily.

POLICY

The following are the Bank's policy with regards to our complaint process:-

• All customers have the right to complain in the event of perceived service failure.
• Complaints will be received and acknowledged by any member of staff, in branches or in Head Office departments.
• Customers may choose to complain by telephone, in person or in writing and to make it easier for customers, we will have; (a) A dedicated email address – This e-mail address is being protected from spambots. You need JavaScript enabled to view it    (b) An online complaints form on our website (c) Complaint/Compliment cards in branch banking halls (d) Free telephones in our banking halls and ATM points (e) Complaint handling via telephone at our 24/7 Contact Centre as well as face to face interactions with customers.
• Our intention is to resolve all complaints quickly and with urgency on the day of receipt (Day 1), but we also make room to resolve resolution not more than 48 hours after receipt (two working days), when the need arises. Unusually, where this is not possible, our commitment is to update our customer directly by telephone within this time. This commitment will continue, every 3 days, until the complaint is satisfactorily resolved.

OMBUDSMAN

In the event of dissatisfaction with the resolution of a complaint, customers can further escalate their complaints for independent review to our Ombudsman:

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