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    COMPLAINTS & COMPLIMENTS HANDLING PROCEDURE

    First community bank is committed to offering you the best banking experience.

    Should anything go wrong, or should you feel dissatisfied with the level of service you have received from us, do let us know. We will listen to you and promptly resolve the complaint. Should you also be happy with the level of service, do let us know, we will be pleased to hear from you.

    HOW TO REPORT A COMPLAINT/COMPLIMENT

    You can report a complaint to us by:

    • Call our Contact Center on : +254725843000/ +254789843000 or 020 2843000
      Open from 8am-5pm.
    • Report the complaint on our social media platforms i.e. Facebook and Twitter.
    • E-mail us at : customercare@fcb.co.ke or contactcente@fcb.co.ke
    • Speak to any of our staff at any FCB Branch.
    • Send us a letter by post.
      Customer Service Manager
      First Community Bank
      P.O. Box 26219-00100
      Nairobi, Kenya

    WHAT SHOULD YOU TELL US

    To be able to review, investigate and resolve the complaint in a timely manner, we request that you provide us with below relevant details-

    • a) What has gone wrong, how, where and when it happened.
    • b) How we can get hold of you i.e. phone number/email/postal address.
    • c) Copies of any document relevant to your complaint.
    • d) Details of any FCB staff that you may have raised the complaint with earlier i.e. branch, name(if possible)

    WHAT WE WILL DO TO RESOLVE YOUR COMPLAINT

    Our goal is to resolve your complaint as soon as it is received. Depending on the nature of complaint, this may not always be possible as some complaints require further investigation.

    • 1. Send you an acknowledgement of your complaint. This will be either via email/letter or verbal depending on how the complaint was received.
    • 2. We shall inform you about the status of your complaint within seven (7) working days.
    • 3. For complaints that require further investigation we shall update you regularly on the outcome of our investigation and proposed actions

    COMPLAINTS ESCALATION

    If, for whatever reason you are not satisfied with the response to your complaint, you can escalate to Customer service manager through a letter by post or email customercare@fcb.co.ke & contactcenter@fcb.co.ke