2012 Annual Report & Financial Statements - UBA Plc

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40 Directors’ Report continued … 15. AUDIT COMMITTEE Pursuant to section 359(3) of the Companies and Allied Matters Act, the Bank has an Audit Committee comprising three Non-Executive Directors and three shareholders as follows: Matthew Esonanjor – Chairman/Shareholder Wale Ariyibi – Shareholder Umar Al-Kassim – Shareholder Foluke Abdulrazaq – Non-Executive Director Angela Aneke – Non-Executive Director Amb Joe C Keshi – Non-Executive Director The functions of the Audit Committee are as laid down in section 359(6) of the Companies and Allied Matters Act Cap 20 Laws of the Federation of Nigeria, 2004. 16. AUDITORS Messrs PricewaterhouseCoopers have indicated their willingness to continue in office in accordance with section 357(2) of the Companies and Allied Matters Act. A resolution will be proposed at the Annual General Meeting to authorise the Directors to determine their remuneration. BY THE ORDER OF THE BOARD Bili A Odum Company Secretary 57 Marina, Lagos Annual Report 2012
41 Customer Complaints Report Introduction United Bank for Africa Plc considers her customers as critical stakeholders in her business. As a result, the Bank strives to deliver excellent customer service and provide high quality financial services of international standard that meet or surpass customers’ expectations. We therefore consider customer feedback as a necessary and important factor in our drive to delight our customers at every interaction they have with the Bank. Consistent with the Bank’s policy of excellent service delivery to all customers in all locations, the Bank’s products, processes and operational frameworks are regularly reviewed with a view to ensuring continuous improvement and increasing customer satisfaction. UBA staff worldwide have been trained to imbibe quality service and place consistent focus on customers in every aspect of the Bank’s operations thereby keeping to the Bank’s promise to customers as contained in our charter as follows: – be respectful – we know ‘The Customer is King’ and is the purpose of our business; – be courteous and friendly in all our interactions with the customer; – process transactions without delay and attend to enquiries promptly; – investigate and resolve complaints promptly; – listen attentively; – communicate honestly and proactively; – leverage on technical knowledge to fully support the customer’s financial needs; and – show appreciation at all times. Complaints Channels: In recognition of this, the Bank has provided the following channels for feedback on its products and services either as enquires, requests or complaints. These platforms include: – Customer Fulfillment Center (CFC) – Our 24/7 customer contact centre where customers can call in to lodge complaints, make requests or enquire about our products and services. – Dedicated Email address – A dedicated email address cfc@ubagroup.com is available to customers 24/7 to send in their complaints. This email channel is manned by skilled and effective agents to accurately deliver high quality service to UBA customers and prospects alike. – Hot lines in the branches: Branded phones called UBA hotline have been placed in designated business offices to enable customers call the Customers Fulfilment Centre to relay their complaints, requests and enquiries. Calls received through this channel are handled by designated inbound call agents. This is also to reduce customers’ wait time at the branches. – Suggestion/Complaint Box: Customers’ complaint boxes are maintained in all UBA business offices to facilitate the tracking, resolution, reporting and dissemination of learning points. – Web: On the UBA website www.ubagroup.com, customers also log in and register their Complaints through the link that asks ‘Do You Have Feedback?’ Such complaints are automatically routed to the CFC for resolution. – Post: A dedicated Post Office Box (P.O. Box 5551, Marina, Lagos) is also available exclusively for receiving customer complaints by post. – Fax: A fax line number 01-2808 448 is available, directly to the Supervisor Customer Complaints. – A notice is displayed in all banking halls directing customers to forward their complaints through any of the various channels listed above.
Page 1 and 2: United Bank for Africa Plc RC: 2457
Page 3 and 4: 1 United Bank for Africa (UBA) Plc
Page 5 and 6: 3 Highlights of 2012 Performance Gr
Page 7 and 8: 5 Emmanuel N. Nnorom, Executive Dir
Page 9 and 10: 7 Angela Aneke, Non-Executive Direc
Page 11 and 12: 9 Emem Etuk, Regional Bank Head (Cr
Page 13 and 14: 11 Chairman’s Statement “We ach
Page 15 and 16: 13 Sustainability In conducting our
Page 17 and 18: 15 Chief Executive Officer’s Repo
Page 19 and 20: 17 Net interest income grew by 34.3
Page 21 and 22: 19 Review of Group Strategy Driven
Page 23 and 24: 21 UBA POST-RESTRUCTURE SHAREHOLDER
Page 25 and 26: 23 Group Financial Performance Revi
Page 27 and 28: 25 Non-Performing Loan Ratio (%) Ou
Page 29 and 30: 27 Review of UBA’s e-Banking Reso
Page 31 and 32: 29 Services (SMS, e-Mail Notificati
Page 33 and 34: 31 Education 2012 Projects include
Page 35 and 36: 33 Projects Besides these projects,
Page 37 and 38: 35 6. DIRECTORS The names of the Di
Page 39 and 40: 37 10. SUMMARY OF DEALING IN UBA SH
Page 41: 39 As a reflection of our diverse w
Page 45 and 46: 43 Reports of the complaints receiv
Page 47 and 48: 45 Appointments and retirements Dur
Page 49 and 50: 47 Meetings are held at least once
Page 51 and 52: 49 S/N Members Number of meetings h
Page 53 and 54: 51 Audit Committee Report TO MEMBER
Page 55 and 56: 53 Statement of Directors’ Respon
Page 57 and 58: 55 Report on other legal requiremen
Page 59 and 60: 57 Consolidated and Separate Statem
Page 61 and 62: 59 (ii) Bank In millions of Nigeria
Page 63 and 64: 61 (ii) Bank In millions of Nigeria
Page 65 and 66: 63 Notes to the consolidated and se
Page 67 and 68: 65 recognition of further losses is
Page 69 and 70: 67 Deferred tax assets and liabilit
Page 71 and 72: 69 - there is an observable data in
Page 73 and 74: 71 Any interest in transferred fina
Page 75 and 76: 73 (n) Intangible assets (i) Goodwi
Page 77 and 78: 75 (v) (w) (x) Fiduciary activities
Page 79 and 80: 77 Impairment losses on initial cla
Page 81 and 82: 79 These Board committees are suppo
Page 83 and 84: 81 In playing this role, GALCO does
Page 85 and 86: 83 Risk Management Structure In res
Page 87 and 88: 85 Financial crime risk This is the
Page 89 and 90: 87 The universal market risk factor
Page 91 and 92: 89 Business continuity management B
Page 93 and 94:
91 - periodic vulnerability assessm
Page 95 and 96:
93 General risk rating process Unit
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95 An estimate of the fair value of
Page 99 and 100:
97 Concentration by location (net)
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99 Bank In millions of Nigerian Nai
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101 Bank For the year ended 31 Dece
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103 Loans and advances individually
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105 Statement of Prudential adjustm
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107 Group In millions of Nigerian N
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109 Liquidity risk management focus
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111 The tables below show the undis
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113 1 January 2011 In millions of N
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115 Market risk profile The Group
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117 Analysis of the Group’s sensi
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119 Group 31 December 2012 In milli
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121 Group Bank Group Bank Group Ban
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123 Group In millions of Nigerian N
Page 127 and 128:
125 Fixed income re-pricing gap Pri
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127 Tier 2 capital, which includes
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129 5. USE OF ESTIMATES AND JUDGEME
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131 (b) (i) Group: December 2011 In
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133 Business segments The Group ope
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135 (b) Business reporting (i) 31 D
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137 7. Financial assets and liabili
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139 The table below sets out the Ba
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141 9. Net fees and commission inco
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143 16. Other operating expenses In
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145 (c) Analysis of the result of d
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147 21. Financial assets held-for-t
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149 24. Investment securities In mi
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151 In millions of Nigerian Naira (
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153 In millions of Nigerian Naira B
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155 (b) (i) Group As at 31 December
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157 29. Intangible assets continued
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159 30. Deferred tax assets and lia
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161 30. Deferred tax assets and lia
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163 34. Other liabilities continued
Page 167 and 168:
165 37. Capital and reserves contin
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167 40. Related parties United Bank
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169 41. Compensation to Employees a
Page 173 and 174:
171 44. Explanation of transition t
Page 175 and 176:
173 Reconciliation of equity In mil
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Page 179 and 180:
Page 181 and 182:
179 Material adjustments reconcilin
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181 44. Explanation of transition t
Page 185 and 186:
183 Statement of value added For th
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185 Five-Year Financial Summary IFR
Page 189 and 190:
187 IFRS 31 December 2011 NGAAP Ban
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189 Investor Information UBA is one
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191 Top ten shareholders as at 31 D
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193 Credit rating summary As of 31
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195 Key Ratio Capital adequacy rati
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Shareholder Data Form United Bank f
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E-Share Allotment Mandate Form Unit
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Admission Form United Bank for Afri
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209 Corporate Information Registere
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AFRICA LONDON NEW YORK PARIS Head o
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