Lodging Customer Complaints

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Customer Complaints

In order to achieve its objective of protecting the interests of depositors who place their savings with banking institutions, the Banking Supervision Department facilitates the expression and resolution of written or verbal grievances related to banking institution’s products or services or complaints related to a failure by a banking institution to provide a product or service to their customers.

Customer Complaints Guidelines

Access the Customer Complaints Guidelines

The Bank of Namibia has established complaint handling procedures by drafting the Guidelines for Lodging Customer Complaints in coorperation with the banking industry to direct complainants how to lodge complaints, and to ensure a consistent approach in resolving complaints. These guidelines apply to all complainants who submit complaints to the Bank of Namibia and to the banking institutions against whom complaints are lodged.

Complainants are responsible for familiarising themselves with the principles in the guidelines when submitting complaints to the Bank of Namibia. The Guidelines for Lodging Customer Complaints can be accessed on the Bank of Namibia website.


How to submit complaints

Submit Complaints Online:

Complainants can complete the Customer Complaint Form and submit it to the
Bank of Namibia:
 
By facsimile to the following fax number: 061 283 5067
By electronic mail to the following address: complaints@bon.com.na
By hand to the Bank of Namibia Head Office, 71 Robert Mugabe Avenue, Windhoek
By post to the Head Office of the Bank of Namibia, P.O. Box 2882, Windhoek

Telephonically:

By calling the following telephone number: 061 283 5010 or 061 283 5252
(the conversations between the complainant and the Bank of Namibia will be recorded by the Bank of Namibia for future reference).

Complaint Submission Steps

Step One: Complaint submitted to the Bank of Namibia

The complainant will receive an acknowledgment letter/email within 7 working days of the Bank of Namibia receiving the complaint. The letter confirms receipt of the complaint and informs the complainant that the complaint will be forwarded to the concerned banking institution for its response.

 

Step Two: Complaint Validation

Bank of Namibia validates the submitted complaint for the correct details and supporting documents and to ensure the complaint satisfies the following conditions:

  • The complaint is lodged against a registered and licensed institution that falls under the mandate of the Bank of Namibia.
  • The complaint was formally lodged with the banking institution's customer complaints department and was not resolved and a total of three months have passed since the complaint was lodged.
  • The complaint is not the subject of any legal proceedings.
  • The complaint has not been dealt with by a dispute-resolving body such as a court of law.

 

Step Three: Complaint Resolution

If the complaint is deemed valid, it will be forwarded to the concerned banking institution for a response. The banking institution should submit its response to the complaint within fifteen (15) working days of receipt of the complaint. A copy of the response will be sent to the complainant.

 

Step Four: Complaint Resolved

The Bank of Namibia will make its decision regarding the complaint within fifteen (15) working days of receipt of responses from the complainant and the banking institution, and will consequently inform the complainant in writing of its decision which will contain short findings of facts and a conclusion.

If the Bank of Namibia is unable to make a decision within fifteen (15) working days, it will inform the complainant and the banking institution of its inability and the reasons for such inability, and what measures are being taken to address the matter.

Reconsideration of decisions

Any complainant or banking institution may send a written request to the Bank of Namibia to reconsider any decision made on a complaint in terms of the Guidelines for Lodging Customer Complaints, within fifteen (15) working days of the Bank of Namibia making the decision. The Bank and Namibia may reconsider the decision within thirty (30) working days from the receipt of a reconsideration request.

The Bank of Namibia can make its decision on reconsideration without further submissions being received, or it can provide an opportunity for the complainant or the banking institution to provide further written submissions in a manner determined by the Bank of Namibia.

Any complainant or banking institution not satisfied with a decision made in terms of these guidelines has the right to seek redress before a competent Court.

Questions and Queries

A listing of Frequently Asked Questions regarding customer complaints submissions can be accessed on the Bank of Namibia website. Any other questions relating to the Guidelines for Lodging Customer Complaint can be addressed to:

The Director, Banking Supervision Department,
Bank of Namibia,
Tel: 283 5041,
Fax: 283 5228
E-mail: complaints@bon.com.na


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