16th January, 2018
Access Bank Plc says it has upgraded its customer service function called Ombudsman to resolve service issues between the bank and its customers.
The bank said in a statement on Monday in Lagos that the Ombudsman was an Alternate Dispute Resolution (ADR) platform that allows an aggrieved customer of the bank lodge complaints or grievances.
It said that customers could lodge complaints over the telephone to the Ombudsman and get an amicable and final resolution within the shortest possible time.
The bank said it established the Ombudsman desk in order to boost its dispute resolution mechanism.
It also said it had reviewed the function of the Ombudsman to include immediate resolution of customer’s complaints alongside the primary function which are Arbitration and other ADR mechanisms such as Conciliation and Mediation.
According to the bank, the aim and objective of the Ombudsman initiative is to resolve all customer complaints and issues on the same day irrespective of where it is issued or the officer responsible for resolution.
“The primary function of the bank’s Ombudsman will be to investigate and resolve customer complaints relating to credit issues and broader service issues.
“The additional focus will be on immediate resolution of customers’ complaints with the Ombudsman being empowered to directly engage customers and ensure complaints are attended to immediately.
“It is noteworthy that Access Bank was the first Nigerian bank that independently and voluntarily implemented a robust customer complaints resolution mechanism designed specifically to mediate fair settlement between the bank and its customers.
“This strategy emphasised the customer-centric culture of Access Bank and promote one of its focus on treating customers fairly.
“This pioneering initiative by Access Bank represents another contribution by the bank towards the elevation of practices within the Nigerian financial services industry,” the bank said.