Complaint Procedure

Customer Complaint Handling Procedure

We aim to provide you with the best banking experience you can find. In the event that we fall short, contact us through one of the channels below:

 

Telephone

Customer Contact Centre
Toll free Number: 0800751111
International Number: +255 783 780077

 

Email
Tanzaniaccc@stanbic.com 
Tanzaniacib@stanbic.com 
Tanzaniaservice@stanbic.com 

Web Chat

www.stanbicbank.co.tz 


Write to us
The Head of Service
Stanbic Bank Tanzania
P. O. Box 72647
Dar es Salaam
Tanzania

HOW LONG IT WILL TAKE US TO GET BACK TO YOU
All complaints with the exception of visa card related ones, will be resolved within 14 working days.
Visa related complaints will be resolved within 52 working days.
Unless instructed otherwise, the bank will contact you every 48hours to update you on the status of your complaint.
Written Complaints via email to our Customer Contact Centre will be responded to immediately, with a unique reference number that is to be referenced whenever you contact us.

WHAT IF YOUR COMPLAINT HAS NOT BEEN RESOLVED TO YOUR SATISFACTION?
If you are not happy with the response or solution we have taken on your complaint and wish to pursue it further, you can ask the Bank of Tanzania (BOT) Complaint resolution desk to look into your complaint by writing to:
The Consumer Protection and Financial Literacy Unit,
Office of the Secretary to the Bank,
2 Mirambo Street,
P. O .Box 11884
Dar es Salaam
Fax No: +255 22 223 4067

IMPORTANT INFORMATION
Please note that calls made to the bank and to branches will be at your cost, as prescribed by your Mobile Network Operator, except for calls that are channelled to the Customer Contact Centre using our toll free number, will be free. For customers’ benefit and ease of reference, all calls to our Customer Contact Centre are recorded.

Utaratibu Wa Kushughulikia Malalamiko Ya Mteja

Tuna lenga la kutoa uzoefu wetu wa huduma bora za kibenki kwako. Ikitokea tumepungukiwa sehemu, usisite kuwasiliana nasi kupitia moja ya njia zifuatazo.

Simu
Kitengo cha huduma kwa wateja
Namba ya kupiga bure: 0800751111
Namba ya kimataifa +255 783 780077

 

Barua Pepe
Tanzaniaccc@stanbic.com 
Tanzaniacib@stanbic.com 
Tanzaniaservice@stanbic.com 
Kuchat kwenye tovuti
www.stanbicbank.co.tz 

 

Tuandikie:
Mkuu kitengo cha Huduma
Stanbic Bank Tanzania
S.L.P 72647
Dar es Salaam
Tanzania

 

JE ITACHUKUA MUDA GANI KWA SISI KUJIBU MALALAMIKO YAKO
Malalamiko yote isipokuwa yanayohusiana na kadi ya visa yatashughulikiwa ndani ya siku 14 za kazi. Malalamiko yanayohusiana na visa yatashughulikiwa ndani ya siku 52.
Isipokuwa maelezo yanapotoleawa vinginevyo, benki itawasiliana na wewe kila baada ya saa 48 kukutaarifu suala lako la malalamiko lilipofikia.
Malalamiko ya barua pepe kwenda kitengo cha huduma kwa wateja yatajibiwa mara moja na kupatiwa namba maalum ya kumbukumbu ya kuitumia kila unapowasiliana nasi.


JE ITAKUWAJE IKIWA HAUJARIDHISHWA NA JINSI MALALAMIKO YAKO YALIVYOTATULIWA?
Ikiwa hautaridhishwa na ufumbuzi wa malalamiko tuliyokupatia. Unaweza kupeleka malalamiko yako kwenye dawati la azimio la malalamiko la Benki Kuu ya Tanzania (BOT) ili kupata suluhisho kwa kuandika barua kwa:
Kitengo cha Ulinzi kwa Mteja na Malalamiko ya Fedha
Ofisi ya Katibu wa Benki,
S.L.P 11884
Dar es Salaam
Namba ya Faksi: +255 22 223 4067

TAARIFA MUHIMU
Zingatia simu kwenda Benki na kwenye matawi zitagharamiwa na wewe mwenyewe na simu kwenda kitengo cha huduma kwa wateja ni bure. Simu kwenda huduma kwa wateja zitarekodiwa kwa manufaa ya kumbukumbu zetu za wateja.

 

 


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tanzania
0800 751 111

International
+255 22 266 6881

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