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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
    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 3 months 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
    Email: ombudspersonfs@myt.mu


    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

     

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