Customer Service Charter

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Table of Content 2 Introduction 3 The Bank Windhoek Service Values 4 The Right and Responsibilities of our Clients 5 Client Feedback and Complaints 6 Service Standards & Measurement
Introduction Bank Windhoek is committed to provide excellent service to its clients. The Bank’s Service Charter guides the behavior of our staff and sets out minimum standards of service delivery. Bank Windhoek, as a member of the Bankers Association of Namibia, is a signatory to the Code of Banking Practice in Namibia, launched on 26 February 2013. The Code of Banking Practice is a voluntary code which sets standards of good banking practice for financial institutions to follow when dealing with customers. A copy of the Code of Banking Practice, as well as the Bank of Namibia’s Guidelines for Lodging Customer Complaints, can be downloaded from the Bank Windhoek website at www.bankwindhoek.com.na. We value your feedback on our service and should you feel that you do not receive the level of service that you deserve, or that we do not live up to our Brand and Service Values, please contact us by sending an email to: feedback@bankwindhoek. com.na or by phoning our Customer Contact Centre at Tel: (061) 299 1200. 3
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