Complaints Handling Guideline

Complaints Handling Guideline

Family Bank is committed to providing high standards of service to all our customers. We seek to create mutually beneficial relationships as reinforced through our core values of winning together, self-belief, transparency and humility.

If the Bank does not meet your expectations in any way, kindly do get in touch so that we can improve our service to you.

This guide is for information purposes only, and is not intended to, and does not create any legal binding rights or obligations.

How To Make a Complaint:

  • Call our 24-Hour Contact Center on +254 (0) 703 095 445 or +254 (0) 703 095 000
  • Visit any of our branches and speak to a Family Bank representative.
  • You may email us at: customerservice@familybank.co.ke 
  • Reach us on social media;

Twitter: https://twitter.com/FamilyBankKenya 

Facebook: https://www.facebook.com/familybankkenya/ 

Instagram: https://www.instagram.com/familybankltd/

WhatsApp: +254 (0) 701 325 325

Website: www.familybank.co.ke 

Additionally, you may write to Family Bank Ltd Customer Experience, Family Bank Towers, Muindi Mbingu Street, P.O Box 74145-00200, Nairobi, Kenya.

Acknowledgement and Response to Complaints:

Family Bank aims to resolve all issues to your satisfaction, in an efficient and timely manner. On receiving a complaint, we will provide you with a prompt acknowledgement and resolve the matter in the same day where possible.  If follow up is required, a written response will be sent to you within 2 business days from the day the complaint is made.

For complaints that will take more than 7 working days to resolve, written updates shall be sent to you on the progress in resolving the complaint, once in every 7 days.  

How to Escalate your Complaint:

Family Bank will actively seek feedback, views, thoughts and suggestions on how we can serve you better.

If you are still not satisfied with our resolution on any issue, you may refer the issue to the Kenya Banker’s association through the below Contacts;

Address: Kenya Bankers Association, International House, Mama Ngina Street, P.O. Box 73100 – 00200, Nairobi

Telephone: 254 20 2221704 / 2217757 / 2224014/5 or 0733 812770 / 0711 562910

Email: ceo@kba.co.ke 

Website: www.kba.co.ke