Policies and Notices

Customer Service Charter

We are driven by commitment to offer the best customer experience, in line with our motto “Putting You First”.

Our Service Ethos

• Integrity – We will strive to ensure that we fulfill our promises.
• Respect – We will treat all our customers with respect.
• Team Work – We will work collectively to ensure speedy resolution in attending to your needs.
• Quality – We will provide exceptional services across all our channels.
• Social Responsibility – We will always be your partner in caring for and contributing to society.

Our Promise

• We will attend to your queries and needs promptly.
• We will ensure high standards of service delivery.
• We will protect and handle your data with utmost privacy and confidentiality.
• We will provide banking solutions suitable to your needs.
• We will ensure that your assets are protected against fraud, misappropriation or other misuses.
• We shall act fairly and reasonably in our dealings with you.
• We will communicate any changes in products, services and terms and conditions within a reasonable time-frame before implementation, through your preferred communication mode or via our general communications.

Our Commitment

• We are committed to resolving any complaint at the first point of contact.
• We will endeavor to resolve complaints within 48 hours.
• For complaints that may take longer to resolve, we will provide regular updates on progress and proposed resolutions.

Our Contacts

We are readily available to receive your feedback. Please send us your compliment or complaint through:

• Email: customercare@primebank.co.ke
• Branch: Visit your nearest branch
• Call Centre: +254 111 004 000 / +254 111 006 000

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:

Head of Customer Service