Agribank is dedicated to providing exceptional customer service and experience to its valued stakeholders. In addressing stakeholder concerns, the bank ensures transparency and professionalism in line with its core values. Furthermore, as a development finance institution, Agribank understands that unintentional mistakes may occur, and when they do, the Bank aims to resolve complaints in a fair and transparent manner.
Lodging a complaintComplaints should be received through a variety of channels, including the website, email, social media platforms, telephone calls, walk-ins, and written letters.
Information required when lodging complaints:The following information must be provided when making a complaint:
- Name and contact details of complainant
- The relationship with Agribank (i.e. applicant/active client/service provider)
- The nature of the complaint
- Details of the Agribank employee involved (if applicable)
- Copies of any documentation supporting the complaint (if applicable)
Response to the complaintAgribank commits to immediately acknowledge receipt of the complaint and respond to the complaint within 10 working days.
Complaints escalationIn the event that the complainant remains dissatisfied with Agribank’s response, they are informed to escalate the complaint to the CEO. The CEO serves as the final point of escalation for unresolved complaints.