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
4th floor NeXTeracom Tower III,
Ebene
Fax: (230) 468 1655
Or click here to download the form drop it in the Complaints Box found in our Ebene and Port-Louis branches. - By Phone
You can call the Complaints Officer on +230 (403 5500). Lines are open between 9.00 a.m and 5.30 p.m. 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
General Manager,
AfrAsia Bank,
4th floor NeXTeracom Tower III,
Ebene - 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
8th Floor, SICOM Tower
Wall Street
Ebene CyberCity
Mauritius
Telephone: 468 6475
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
