Our Commitment to You
At Premier Bank Kenya, we are dedicated to delivering a superior banking experience, built on trust, efficiency, and transparency. This Customer Service Charter outlines what you can expect from us, and how we aim to serve you effectively across all our channels.
Service Excellence
- We strive to provide timely, accurate service across all interactions, whether in branches, on the phone, or through our digital channels. We commit to responding to your inquiries within one working day and aim to resolve most issues promptly.
Accessibility
Connect with us easily through our branch network, ATMs, and Contact Centre. You can also reach us 24/7 via our Digital Banking platforms, website, and social media channels, ensuring support whenever you need it.
Security & Privacy
Your security is our priority. We adhere to the highest industry standards to protect your personal information and ensure data confidentiality. Our systems are compliant with global security protocols to provide you with peace of mind.
Compliance & Integrity
We uphold strict adherence to all regulatory standards and encourage transparency and accountability within our organization. Any reports of policy violations are taken seriously, with prompt action to ensure compliance.
Sustainability & Community Impact
Our success is closely tied to the well-being of the communities we serve. We are committed to ethical lending practices, supporting local initiatives, and promoting environmental sustainability to create a positive impact on society.
How You Can Help Us
To enhance our service delivery, we appreciate your cooperation by:
- Providing honest feedback to help us improve.
- Keeping your personal banking information, such as passwords and PINs, secure.
- Providing accurate information during interactions with our team.
What You Can Expect from Us
Your concerns are important to us, and we will ensure they are:
- Confidential: We handle all feedback with the utmost care, respecting your privacy and confidentiality.
- Acted Upon: We will address each complaint with thorough investigation and appropriate action, ensuring that your concerns lead to meaningful improvements.
- Followed Up: We are committed to keeping you informed throughout the resolution process.
How to Raise a Concern or Provide Feedback
- Reach out through any of our branches, Contact Centre, or Digital Banking platforms.
- For anonymous feedback, you may call us at +254 20 2843000 / +254 725 843000 or email us at whistleblower@premierbank.ke.
- Upon receiving your complaint, we will acknowledge it within one business day (if submitted before 3 pm on a business day).
- We will provide an estimated resolution time and keep you updated on the progress.
- If we cannot resolve your concern within four working days, we will inform you of the reason and provide an expected timeline for a final response.
At Premier Bank Kenya, we value your trust and are committed to continuous improvement, making sure that every experience you have with us is exceptional. Thank you for being part of our journey to deliver banking that truly cares.
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