Feedback & Complaints

Putting our customers first, we aim to find fair and timely solutions to have your complaints resolved

More Information

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

Any person or organization (the complainant) who is dissatisfied with a product or service provided by FirstBank, for any reason, may contact the Bank to complain; a complaint may be oral or written.

FirstBank 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.

We are committed to being responsive to the needs and concerns of our customers or potential customers and to resolving complaints as quickly as possible. We are committed to being consistent, fair, and impartial when handling complaints.

This ensures that:

  • Customers are aware of and understand our complaint lodgement and handling processes, and retains the right to make such complaints about our products or services.
  • Complaints are investigated impartially with a balanced view of all information or evidence.
  • All complaints are treated in line with laid down statutory and regulatory requirements.

If you are dissatisfied with a product or service provided by FirstBank, 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 on our website https://complaints.firstbanknigeria.com/
  • By calling FirstContact on 0700FIRSTCONTACT (0700-34778-2668228), 01-4485500, 0708-062-5000
  • By emailing FirstContact firstcontact@firstbanknigeria.com
  • By writing to us:

Complaints Management Unit

First Bank of Nigeria, Ltd
35 Marina
P.O. Box 5216
Lagos, Nigeria.

  • 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 complaint will then be logged on the FirstCustomer CRM system.
  • Relationship Manager: Customers may give feedback to their relationship managers by telephone or email.
  • Social Media:
    • Facebook: https://www.facebook.com/firstbankofnigeria
    • Twitter: @FBN_help
    • Instagram: @firstbanknigeria

 

1. Why information is needed when making a complaint?
  • Your name and contact details
  • Your relationship with FirstBank (i.e. the nature of your engagement with FirstBank, 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.

 

2. Assistance with making a complaint

The person receiving or managing your complaint should provide you with any assistance you may need to make your complaint. However, if you consider you need further assistance please contact: firstcontact@firstbanknigeria.com

 
3. Complaints’ Rights in Complaints Handling Process

The complainant has the right to:

  • Be heard
  • Know whether the Bank’s relevant product or service guidelines have been followed
  • Provide and request all relevant material to support the complaint where this does not breach privacy regulations
  • Be informed of the response to their complaint
  • Be informed of the Bank’s decision and the reason for this decision
  • Know that their complaint is being reviewed independently where appropriate
  • Make further complaint or escalate to the following internal or external parties;

I. Should they consider that their complaints are not being adequately handled.
II. If they are unsatisfied with resolution provided by the Bank.

Internal
Complaints Management Unit
Customer Experience & Value Management Department
complaintsunit@firstbanknigeria.com
First Bank of Nigeria, Ltd
35 Marina
P.O. Box 5216
Lagos, Nigeria.

External
The Consumer Protection Department (CPD) – cpd@cbn.gov.ng
Central Bank of Nigeria (CBN)
Plot 33, Abubakar Tafawa Balewa Way
Central Business District – Cadastral Zone,
P.M.B. 0187, Garki Abuja.
Nigeria.

The Federal Consumption & Consumer Protection Council (FCCPC) – contact@fccpc.gov.ng
No. 17 Nile Street, Off Alvan Ikoku Way,
Maitama, Abuja.

Call Centre: 07002255272
Hotlines: 08056002020, 08056003030

 
4. What Happens When You Make a Complaint?

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 as well as the expected resolution time of the complaint.

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.

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.

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 to them as soon as the decision or action is taken via email or 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.

Fill the survey below to give us your valued feedback.

 

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