We Care

We Care

The Customers’ Ombudsman of Access Bank mediates fair settlement between the bank and its customers for complaints that have remained unresolved for 90 days and above. The Ombuds’ Process is an Alternate Dispute Resolution yet informal medium wherein an aggrieved customer of the bank may lodge complaints/grievances over the telephone, email, letters, physical visit to the Ombuds’ Office and within the shortest time possible, the Customers Ombudsman will collate data/information from both parties and informally engage parties towards an amicable resolution of the complaint.

The Ombuds process strives for a win:win resolution to ensure that the customer/banker relationship is not disrupted by any complaint. This is an innovative complaint resolution process, the first of its kind by any Nigerian Bank, further assuring our customers that we care and any complaints they may have regarding our financial services will be amicably resolved to the satisfaction of our customers.