PRIME BANK COMPLAINTS RESOLUTION

We are driven by a deep commitment of offering the best customer experience, in line with our mission of providing “Quality and acceptable personalized financial services to our customers while observing compliance, growth and shareholder value”. To this end, we have streamlined all our internal processes to ensure that you receive seamless and standardized experience at all our channels.

However there may be some instances where we fail to serve you as per your expectations. In this regard, we have given below the channels that will help you reach us.

REACHING US:

The most efficient ways of lodging your complaint with the Bank are:

OUR CONTACTS:
CUSTOMER CARE CENTRE:

Our Customer Service team is easily accessible to handle all your queries in an efficient and professional manner.

Mobile: +254 719 090 222
Telephone: +254 20 420 3222
Fax: +254 020 4451247
Email: customercare@primebank.co.ke
Post: Prime Bank, Riverside Drive, P.O. Box 43825-00100, Nairobi, Kenya

CARD CENTER:

Our state of the art Card Center is operational 24 hours, 7 days a week. The team is well trained to handle all card related issues.

Mobile: +254 724 253 289 or +254 735 388 872
Telephone: +254 20 420 3119/129/158/322
Fax: +254 020 445 0809
Email: primecard@primebank.co.ke

OUR RESPONSE TIME:

We will endeavor commit to resolve your complaint within the first point of contact. However, if for any reason your complaint has not been resolved, we have a robust system of ensuring the issue is handled with outmost speed and efficiency.

If your issue is not resolved immediately; below steps will apply

  • You will receive an acknowledgement of your complaint within three working days of receipt of complaint.
  • If the complaint is complex and requires further escalation, you will be informed about the status within ten working days and updated continuously on the progress.
INCASE YOU ARE NOT SATISFIED:

In case you are not satisfied with the resolution given, or you do not hear from us within ten working days. You are free to contact.

Head of Customer Service,
Prime Bank Limited,
Riverside Drive,
P.O Box 43825-00100, Nairobi.
Mobile: +254 719 090 222
Email: customercare@primebank.co.ke

You will receive a response within 5 working days of receipt of your above complaint