{"id":2016,"date":"2020-01-20T10:04:58","date_gmt":"2020-01-20T07:04:58","guid":{"rendered":"https:\/\/familybank.co.ke\/family-bank\/?page_id=2016"},"modified":"2020-01-20T10:17:39","modified_gmt":"2020-01-20T07:17:39","slug":"complaints-handle-guideline","status":"publish","type":"page","link":"https:\/\/familybank.co.ke\/?page_id=2016","title":{"rendered":"Complaints Handling Guideline"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This guide is for information purposes only, and is not intended to, and does not create any legal binding rights or obligations.<\/span><\/p>\n<p><b>How To Make a Complaint:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Call our 24-Hour Contact Center on +254 (0) 703 095 445 or +254 (0) 703 095 000<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Visit any of our branches and speak to a Family Bank representative.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">You may email us at: <\/span><a href=\"mailto:customerservice@familybank.co.ke\"><span style=\"font-weight: 400;\">customerservice@familybank.co.ke<\/span><\/a><span style=\"font-weight: 400;\">\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Reach us on social media;<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Twitter: <\/span> <a href=\"https:\/\/twitter.com\/FamilyBankKenya\"><span style=\"font-weight: 400;\">https:\/\/twitter.com\/FamilyBankKenya<\/span><\/a><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Facebook:<\/span> <a href=\"https:\/\/www.facebook.com\/familybankkenya\/\"><span style=\"font-weight: 400;\">https:\/\/www.facebook.com\/familybankkenya\/<\/span><\/a><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Instagram:<\/span> <a href=\"https:\/\/www.instagram.com\/familybankltd\/\"><span style=\"font-weight: 400;\">https:\/\/www.instagram.com\/familybankltd\/<\/span><\/a><\/p>\n<p><span style=\"font-weight: 400;\">WhatsApp:<\/span> <span style=\"font-weight: 400;\">+254 (0) 701 325 325<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Website: <\/span> <a href=\"http:\/\/www.familybank.co.ke\"><span style=\"font-weight: 400;\">www.familybank.co.ke<\/span><\/a><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Additionally, you may write to Family Bank Ltd Customer Experience, Family Bank Towers, Muindi Mbingu Street, P.O Box 74145-00200, Nairobi, Kenya.<\/span><\/p>\n<p><b>Acknowledgement and Response to Complaints:<\/b><\/p>\n<p><span style=\"font-weight: 400;\">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.\u00a0 If follow up is required, a written response will be sent to you within 2 business days from the day the complaint is made.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">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.\u00a0\u00a0<\/span><\/p>\n<p><b>How to Escalate your Complaint:<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Family Bank will actively seek feedback, views, thoughts and suggestions on how we can serve you better.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you are still not satisfied with our resolution on any issue, you may refer the issue to the Kenya Banker\u2019s association through the below Contacts;<\/span><\/p>\n<p><b>Address:<\/b> <b>Kenya Bankers Association, International House, Mama Ngina Street, P.O. Box 73100 \u2013 00200, Nairobi<\/b><\/p>\n<p><b>Telephone:<\/b> <b>254 20 2221704 \/ 2217757 \/ 2224014\/5 or 0733 812770 \/ 0711 562910<\/b><\/p>\n<p><b>Email:<\/b> <a href=\"mailto:ceo@kba.co.ke\"><b>ceo@kba.co.ke<\/b><\/a><b>\u00a0<\/b><\/p>\n<p><b>Website:<\/b> <a href=\"http:\/\/www.kba.co.ke\"><b>www.kba.co.ke<\/b><\/a><b>\u00a0<\/b><\/p>\n","protected":false},"excerpt":{"rendered":"<p>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 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-2016","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Complaints Handling Guideline - Family Bank Limited, Kenya<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/familybank.co.ke\/?page_id=2016\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints Handling Guideline - Family Bank Limited, Kenya\" \/>\n<meta property=\"og:description\" content=\"Family Bank is committed to providing high standards of service to all our customers. 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