Customer Service Charter

Client Feedback - Complaints Process and Procedure
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Client
feedback and complaints:
Although Bank Windhoek strives to deliver excellent client service, we realize that there will be times
where disputes or unsatisfactory service delivery will unfortunately occur. At Bank Windhoek we therefore
commit ourselves to dealing with the concerns or complaints of our clients promptly, fairly, completely and
courteously informing them of how we propose to act, how long it should take and what the results are.
Bank Windhoek welcomes feedback from clients, be it complaints or compliments,
and therefore our clients are advised to lodge their complaints as follows:
Client complaints should first be addressed to the relevant branch
or department manager for quick resolution and done preferably
in writing (via hand delivered letter, fax or email) for record
keeping purposes.
Complaints of a general nature, or if the client feels that the
complaint has not been satisfactorily dealt with, within a branch or
department, can be sent to the Executive Officer:
Retail Banking Services, using any one of the following channels:
- Tel: (061) 299 1200 (Customer Contact Centre)
- Email: feedback@bankwindhoek.com.na
- Letters can be sent to P O Box 15, Windhoek, Namibia for the
attention of:
The Executive Officer: Retail Banking Services
In the event that a complaint was not satisfactorily addressed then the
client has the right to complain in writing to the Managing Director.
Clients may lodge a complaint with the Bank of Namibia in accordance
with their Guidelines for Lodging Customer Complaints, should the
client not be satisfied with the handling of his/her complaint.
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