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About

Feedback

Talk to us

We can only improve if you share your feedback with us. If you believe we did not meet your expectations, we would like to hear from you so we can take corrective measures and ensure that we serve you even better in the future. We will aim to implement your ideas and/or resolve the problem you share as soon as we can, and we will take steps to prevent the problem from occuring again. Your feedback is welcomed and treasured.

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
    Chief Operating Officer,
    AfrAsia Bank,
    4th floor NeXTeracom Tower III,
    Ebene

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

  • If for some reason we have not been able to resolve the matter within 3 months as from the date your feedback/complaint was lodged, or you’re not satisfied with the final outcome, you can refer the matter to the Bank of Mauritius.
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