ZB Bank is committed to providing exceptional service to all its customers. However, should there be instances where service does not meet expectations, customers are encouraged to file a complaint. Here is a step-by-step guide on how to proceed with a complaint at ZB Bank:
- Direct Contact: If you have a complaint, the first step is to speak directly to the Client Acquisition Manager. This can be done in person or by calling the QUPA Headoffice at the numbers provided.
- Email Communication: Should you prefer to communicate in writing, ZB Bank offers the option to send an email to the designated addresses for complaints.
- Complaints Form: For a formal record of your complaint, fill in the complaints form provided at any ZB Bank branch.
- Feedback and Resolution: After your complaint has been filed, ZB Bank will investigate the matter thoroughly and provide feedback. The bank aims for the highest standards of customer service and proactively solicits feedback to gauge performance.
- Escalation: If the resolution provided does not meet your satisfaction, you have the right to escalate the matter by writing to the Registrar of Microfinance Institutions at the Reserve Bank of Zimbabwe.
- Further Action: In the event that you remain unhappy with the complaint outcome, you may approach the Insurance and Pensions Commission, who are the regulators for the insurance industry.
ZB Bank values your feedback as it strives to improve its services continuously. The bank assures all customers that complaints are taken seriously and every effort is made to resolve them promptly and fairly. Remember, your contacts are necessary as they enable the bank to fully understand your concerns and provide the necessary feedback.
For more detailed information on the complaints and feedback mechanism, please visit the ZB Bank website.