Company Profile
About Us
Family Bank was established in 1984 as Family Bank Building Society with just one branch. It has since grown and became a fully-fledged commercial bank in May 2007. The Bank is regulated by the Central Bank of Kenya (CBK) and has 95 branches in 32 counties across Kenya. As of December 2023, it was the fourth-largest Bank in Kenya in terms of geographical reach.
Family Bank has a strong retail customer base, focuses on SME banking and has a vision to positively transform people's lives in Africa. The Bank has over 1.2 million customers, 6,000 bank agents and 75,000 merchants across the country. As of 31 December 2023, its total assets were valued at Ksh 142.4 billion, with a deposit base of Ksh 102.6 billion.
The Bank is renowned for its digital innovation, being the first to introduce paperless banking through smart card technology. This allows customers to transact without filling in deposit or withdrawal slips. Family Bank is also a pioneer in mobile banking with its PesaPap mobile app, which is unparalleled in the market.
Family Bank provides retail and consumer products, SME, agribusiness, corporate banking, trade finance, and insurance products. In line with its county banking roadmap, the Bank is leveraging the country’s devolved governance system to attract more customers. This strategy aims to utilise the opportunities the devolved governance structure offers, positioning Family Bank as a one-stop-shop for all banking needs
Awards and Recognitions
The most recent and notable awards the Bank has received include:
In October 2024, Family Bank was recognized by the Institute of Customer Experience with a prestigious Service Excellence award in the inaugural category; CX Social Impact & Sustainability.
Earlier in the same year, the Bank was recognized for its commitment to women's financial empowerment. The Bank's Queen Banking product, a winner of the 2024 Banking on Women Awards, is designed to make banking accessible and convenient for women. Family Bank is dedicated to empowering women to achieve their financial goals and contribute to the growth of our nation.
In 2023, Family Bank was crowned winner of the 2023 Battle of the Banks Africa competition, which recognizes the best-performing young bankers across the continent. The bank received special awards for being the Most Aggressive Bank, Best Risk Managed Bank, and for Best Team Presentations during this simulated banking competition organized by ICAP Training Solutions
In the same year, the Bank was recognised for having the best internal customer experience Kenya in the ICX Service Excellence Awards. It was also awarded as the Top Tier II Bank in customer
experience at the KBA Awards.
In 2022, Family Bank was recognized as the Second-best bank overall and best Tier Two bank in customer responsiveness and digital banking experience in a survey conducted by the Kenya Bankers Association.
Earlier in the same year, the Bank was recognized as the Bank of the Year for High-Impact Agricultural Lending to SMEs at the Aceli Africa Convention. This award acknowledged the bank's efforts in providing financial support to small and medium enterprises within the agricultural sector.
In 2021, In the 2021 Kenya Bankers Association (KBA) Customer Satisfaction Survey, Family Bank was voted the Best Tier Two Bank in Customer Responsiveness and Digital Banking Experience.
In 2020, Family Bank was recognized as the Best Tier Two Bank and the overall second-best bank in Digital and Customer Experience in the Kenya Bankers Association Customer Satisfaction Survey.
In 2017, Family Bank was recognized as the Best SME Bank in Kenya at the Banker Africa East Africa Awards, signifying their outstanding performance in providing financial services to Small and Medium Enterprises (SMEs) in the Kenyan market.
Prior to the above, the Bank has received numerous awards including the Fastest Growing Bank based on Financials in 2015, Best Bank in Micro-Finance, 1st Runner-up in the Think Business Magazine Awards in 2013 & 2014 and recognized as the Best Farmers Bank in Kiambu and Laikipia counties. The bank emerged the 2nd best financial services provider in Kitui County during the Kitui Agricultural Trade Fair. The bank was also recognized by VISA International for having the ‘Best VISA Marketing/VISA Brand Awareness” Campaign with the catchy tagline – “The way to pay everyday” – for its EMV Visa Card.