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Customer Protection Information

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Keystone Bank is at your service! We are ready to listen and assist!

At Keystone Bank Limited, we offer leading solutions and services to our clients and associates globally and are dedicated to conducting business professionally with Integrity, guaranteeing fairness, transparency and responsiveness to our customers at all times. And for this reasons we provide our services with this four core pillars in mind; Safety, Trust, Strength, and Service.

While we strive to ensure our customers enjoy seamless banking services, however, we understand that you may encounter an issue while trying to access our products or services or wish to provide feedback on how we can improve our services.

Thus, we are committed in being responsive to the needs of our existing and potential customers and to resolving complaints as quickly as possible. Our robust customer complaint/ handling systems are available for you to channel your feedback and complaints, as we aim to ensure a seamless compliant process.

FEEDBACK CHANNELS AND CONTACT DETAILS

In Person

Speak to a customer service representative by visiting any of our branches nationwide or our Head office at 1, Keystone Bank Crescent, Victoria Island, Lagos.

Please note that you will be required to fill a Complaint Form. Details of the complaints will then be logged on the Keystone Bank’s CFMS for resolution.

By Phone

Keystone Bank Contact Centre +234 (0) 700 2000 3000

By email:

[email protected]

By Social Media

www.twitter.com/keystonebankng, https://www.facebook.com/keystonebank

https://www.instagram.com/keystonebankng/


By Live Chat

Click the floating chat button on our home page: www.keystonebankng.com to access our live chat

Our website:

By completing a complaints form on our website https://www.keystonebankng.com, Click ‘Complaints Handling” under Quick Links.



PROCEDURE FOR HANDLING YOUR COMPLAINT/FEEDBACK

Step 1

For a swift resolve of any complaint you may have, the first step is to contact us through any of our channels available to you and provide the following information below:

  1. Your name
  2. Your account number
  3. A description of your complaint
  4. Your contact details (telephone, email) and a convenient time to call you

Step 2

All received complaint or feedback would be logged on our Customer Feedback Management System (CFMS), which in turn will generate a unique Identifier Code that would be sent to you with an acknowledgement/notification e-mail or SMS within 24 hours, as well as the expected resolution timeline.

Complaints can be tracked all through the entire process until you are satisfied or the final decision is made using the unique Identifier Code.

Note: All complaints received shall be resolved within a specified timeframe as provided in the Time Bar Policy of the CBN.

Step 3

All received complaints, will be 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.

Once your complaint is resolved, you will receive a status notification within 5 business days.

Step 4

f you are unsatisfied with the resolution decision communicated, you can request for a review in writing within 30 days from the date of the receipt of the decision.

Step 5

Upon receipt of your dissatisfaction in writing, a “final response” detailing feedback on our investigations and any offer of redress will be provided within 4 weeks.

If you are dissatisfied with our “final response” you can refer your complaint to the Consumer Protection Department of the CBN.