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We value your feedback

We are committed to providing a high standard of service at all times. Unfortunately, things do go wrong and informing us when you are unhappy with our products or service, provides us with the opportunity to put matters right and ensure we improve our service to you and all our esteemed customers.

By complaining, you provide us with valuable information about how we are treating our customers.

Our minimum standards
Review all complaints fairly and promptly.

Aim to resolve complaints at first point of contact.

Regularly update our customers.

Handle complaints in compliance with all laws and regulatory requirements.
How to raise a complaint
We handle all complaints received via any of the communication channels below:

Face to face. Visit any of our branches/centre close to you and speak to a bank official

Social media. You can reach out to us on one of our social media platforms
Facebook
Twitter
Instagram

Telephone. Call our 24-hour contact centre: +254(20)3900000/+254(732)130120/+254(722)130120

Email. Send us a message at absa.kenya@absa.africa or card.Services@absa.africa for card services

Online. Write to us via the inbox option on online banking platforms

Self-service. Registered internet banking users on our web page www.absabank.co.ke

By post. Please write to Complaints Manager, Customer Service, Absa Bank Kenya, PO Box 30120-00100, Nairobi ,Kenya

Timiza complaints

Timiza Call Centre lead number: 0709213000

Alternate number: 020 4265000

Social media:
Timiza Twitter
Timiza Facebook
Accessibility

The process for raising complaints is transparent and we encourage all our customers to use any of the above communication channels as all cases will be reviewed and handled fairly.
Our complaints process
We will do our best to resolve your complaint immediately with minimum inconvenience to you. If we are unable to resolve your complaint within 48 hours of receipt, we will:

Contact you via phone or issue a written acknowledgement of your complaint

Issue a reference number for the complaint for tracking purposes.

Provide the name and contact details of the staff member handling the complaint.

Notify you via phone or email once the matter has been resolved.

Some complaints may take a longer time than expected to resolve but, even in such cases, in addition to an acknowledgement you will be provided with regular updates on the outcome of our investigations if the matter is not resolved within 10 working days.

Not satisfied with our response?

In the event you feel that your concerns have not been addressed to your satisfaction, you have the option to revert to us within 2 weeks or escalate further to the managing director’s office.

Need more help?

Call:

Tel: +254 (20) 3900000
Cell: +254 (722) 130120
Cell: +254 (732) 130120

Email:

absa.kenya@absa.africa

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Absa Bank Kenya PLC. Registered in Kenya. Registered office: Absa Head Quarters, Waiyaki Way, PO Box 30120, 00100 GPO, Nairobi, Kenya. Absa Bank Kenya PLC is regulated by the Central Bank of Kenya.