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  • Complaints Resolution

Policies and Notices

At Prime Bank, We Value Our Policies

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Complaints Resolution Guide

 

Our Promise to You

We are driven by a deep commitment to offer 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 a seamless and standardized experience at all our channels.

However, if you come across any instance where you feel we have not served you as per your expectations, you may reach us through the following channels:

Reaching Us

The most efficient ways of lodging your complaint:

  • Visiting your branch or the nearest branch
  • Calling our Customer Service telephone numbers
  • Sending an email to Customer Service

 

Our Contacts

 

Customer Service Centre

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

  • Mobile: +254  111 004 000 / +254 111 006 000 / +254 719 090 000
  • Telephone: +254 (20) 420 3000
  • 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  111 004 000 / +254 111 006 000 / +254 719 090 000
  • Telephone: +254 (20) 420 3000 /  +254 (20) 420 3000

 

Our Response Time

We will endeavor to resolve your complaint at the first point of contact. However, if for any reason your complaint cannot be resolved immediately, the following steps will apply:

  • You will receive an acknowledgement of your complaint within 48 hours of receipt.
  • If the complaint is complex and requires further escalation, you will be informed about the progress and proposed actions.
  • We will endeavor to resolve the issue within seven working days and keep you informed of the outcome.
  • If the issue cannot be resolved within seven working days due to involvement of other service provider(s), we will advise you accordingly.

 

In Case You Are Not Satisfied

In case you are not satisfied with the resolution given, or you do not hear from us within seven working days, you may refer the matter to either of the following:

  1. Head of Customer Service

    Prime Bank Limited,
    Riverside Drive,
    P.O Box 43825-00100, Nairobi.
    Mobile: +254  111 004 000 / +254 111 006 000 / +254 719 090 000
    Telephone: +254 (20) 420 3000 /  +254 (20) 420 3000

  2. The Chief Operating Officer

    Prime Bank Limited,
    Riverside Drive,
    P.O Box 43825-00100, Nairobi.
    Mobile: +254  111 004 000 / +254 111 006 000 / +254 719 090 000
    Telephone: +254 (20) 420 3000 /  +254 (20) 420 3000


Prime Bank guarantees confidentiality and privacy in respect of complaints raised by you. Your comments and suggestions are important to us and will help us serve you better.

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