About

What you need to do

You may choose to contact us in any of the following ways to share your concern/complaint/feedback on our services, products, processes, systems and employees.

• In Writing
  You can write to us at the address below:
  The Complaints Officer
  AfrAsia Bank Limited,
  12th floor,
  AfrAsia Tower,
  Tribeca Central,
  Trianon, 72261
  Fax: (230) 468 1655
  
  Or click here to download the form drop it in the Complaints Box found in our Tribeca and Port-Louis branches.
  
  
• By Phone
  You can call the Complaints Officer on +230 (208 5500). Lines are open between 9.00 a.m and 5.30 p.m (GMT +4) everyday except on week-ends and public holidays.
  
  
• Online
  You can also send us an email on complaints@afrasiabank.com and we will get back to you.
  
  

What we will do

• We are committed to handle any customer feedback/complaints promptly and in a fair and equitable way. We will acknowledge your ideas/feedback/complaint by replying to you within 48 hours to notify you that we are investigating your query.
  
  
• If we have not resolved the matter within the next 7 days, we will contact you accordingly to give you an update and we will aim to resolve the matter within 2 weeks. A verbal and written response will be provided on the conclusion reached as well as the remedial actions taken.
  
  

Escalation Process

• Should you be unsatisfied with the outcome at the end of the investigation, you may send a written complaint to the
  

  The Chief Executive Officer
  AfrAsia Bank, 12th floor, AfrAsia Tower, Tribeca
  Central, Trianon 72261, Mauritius

• Should the ultimate outcome still not meet your expectations despite your appeal to the GM, we invite you to escalate the matter to the CEO.
  
  

• If you're not happy with our response.
  If you feel we haven't resolved your complaint properly or if you haven't received a reply within 10 days as from the date of your complaint, you may refer your complaint to:

   

  Office of Ombudsperson for Financial Services
  Ground Floor, SICOM Tower, Wall Street,
  Ebene CyberCity, Mauritius
  Telephone: 460 0473/4 - Fax: 468 6473
  
  
  In your letter, please ensure you specify the:

  • nature of your complaint
  • redress sought for
  • reason for your dissatisfaction

  Please also include copies of:

  • the complaint you made to us
  • the response you received from us
  • any other documents relevant to your complain