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
Open from 8am-5pm.
- Report the complaint on our social media platforms i.e. Facebook and
- E-mail us at : email@example.com or firstname.lastname@example.org
- 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
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
- 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
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 email@example.com & firstname.lastname@example.org