Guaranty Trust Bank (the Bank) is committed to improving the quality and standard of its products, services and processes while ensuring an exceptional Customer experience is maintained at all times.
We acknowledge that occasionally customers may have cause to be dissatisfied with our product and/or service. In such situations, we will take actions to resolve their complaints and turn them to learning points for service improvement.
A complaint is an “expression of dissatisfaction made to or about an organization, relating to its products, services, and staff response on the resolution of a complaint- whether explicit or implicit, expected or legally required’’.
This policy provides a step by step guide to customers on how to log complaints and how such complaints are treated by the Bank.
Our front line staff have been empowered to properly review and investigate complaints received while providing a one-stop resolution.
To help us resolve your complaint quickly and efficiently, please include:
When we receive your complaint, here is what we do: