How to make a complaint to Access Bank Customer Care

In this article, we shall provide a guide to making a complaint to Access Bank customer care service in Nigeria

Due to the nature of the service the Access Bank provides to you – dealing with your money, when things go wrong, it can indeed be an extremely frustrating and stressful time.

Access Bank has in place robust customer complaint/handling systems in place, and there is a structure in place for customers to channel any grievances, however most Access Bank customers are not aware of this. That is why we have written this post, to briefly lay out the steps customers should follow when they want to make complaints to Access Bank.

Access Bank transactions generally happen smoothly and with no issues, however there are times when Access Bank fails in its service to you, or there is an issue which you need resolved.

Some of the issues Access Bank customers face are unfair or unexplained charges, poor customer service by Access Bank staff, unauthorised transactions on customer accounts through Access Bank transfers or ATM withdrawals etc.

In this article we lay out a step-by-step plan to resolve an issue with Access Bank customer care.

Step 1

Once the problem arises, the first step is to contact the Access Bank through the quickest channels available. In this case, you can either call them on the customer care numbers available, or even contact them on social media (Facebook, Twitter etc.). This should always be step one, because most times the information you need clarified can be done quickly and relatively painlessly. However, whatever communication channel you choose, please make note of the details of the communication e.g. if a phone call, take down details of when you called, who you spoke to (the adviser’s name), what you said, and the response you received. All phone calls are recorded so this can easily be reviewed if there are issues later. Therefore, the fastest ways to initially resolve the issue with Access Bank customer care are:

Step 2

If the issue remains unresolved, then you need to commence the official customer complaint process. Access Bank is regulated by the Central Bank of Nigeria (CBN), and the CBN set out the process to be followed in its Circular – FPR/DIR/CIR/GEN/01/020 in 2011.

The customer is to send a complaint letter to the bank involved (in this case, Access Bank). The CBN states that the Access Bank must provide email addresses for complaints. As Access Bank has an online complaint form process, this makes it easier to make complaints. You can therefore file an online complaint with the Access Bank customer care team here – https://customercomplaints.accessbankplc.com/

The Access Bank customer care online complaint form is quite detailed as to what information is required. It requests the following information:

  • Account Name – this is how your name appears on your account
  • Account Number – this is your 10 digit NUBAN
  • Email Address – this is the email address linked to your account
  • Phone Number – this is the phone number linked to your account
  • Complaint – it lists the various type of complaint you might have and then you choose from the list
  • Transaction Date
  • Details of complaint – this is where you have to capture all the relevant information about your complaint. It is the most important part of the process, and therefore you need to ensure you capture the right information.

The detail of the complaint is where you must capture all the relevant information about your complaint. It is the most important part of the process, and therefore you need to ensure you capture the right information. We created a free template to help you with the text that you put it into the detail. Download the template here – Bank Complaint Details Template

Step 3

The CBN guidelines say that the Access Bank must resolve your complaint within 14 days of receipt of the complaint. If for some reason, the Access Bank has not satisfactorily resolved the complaint, you may take the issue to the Consumer Protection Department of the CBN. They will then attempt to resolve the complaint. Please note that you can only take the issue to the CBN after you have made a complaint to the Access Bank and given them 14 days after receipt of the complaint, to resolve it. Apart from resolving the complaint, the CBN also has the powers to impose financial penalties on the Access Bank for failure to resolve your complaint.

When making your complaint to the CBN that Access Bank has failed to resolve the issue within the required period, you will need to include the following information:

  • Name, Address, Contact Phone Number & E-mail of the Complainant;
  • Personal banking details (Do NOT include PIN & Passwords, please;)
  • History/Date of the transaction in dispute;
  • Amount claimed (if any);
  • Attach relevant documents to support you claim and;
  • Evidence to show that you have first lodged the complaint at your bank.

When you contact the CBN you are essentially making an appeal, and therefore you are not only explaining the original issue, but also why Access Bank’s response (if any) is unsatisfactory.

If you need a second opinion about whether to make a complaint to the CBN after Access Bank has either failed to respond to your complaint, or they have responded but the response is unsatisfactory. Please send us an email with the information at complaints@lawpadi.com

Step 4

The CBN does not provide any timelines for dealing with the complaints, but this should be done within a reasonable time. Hopefully, the CBN resolves the complaint between you and Access Bank. However, if the CBN fails to resolve the complaint, you have the right to take the case to court.

In any situation, you always have the right to take any complaint to court, but you have to exhaust all pre-court resolution options first. This final step should only be taken as a last resort, because taking a case to court is an involved process and potentially expensive. You should only take this step if the amount involved is considerable, and the decision to not resolve your complaint by Access Bank and the CBN is manifestly unjust.

Finally, another option is to consider making a complaint to the Federal Competition and Consumer Protection Commission in Nigeria, our article here explains the process.

We hope you have found this information helpfulPlease note that this information is provided for general informational purposes only and is not intended to be legal advice. No lawyer-client relationship is formed nor should any such relationship be implied. This answer is not intended to substitute for the advice of a qualified lawyer. If you require legal advice, please consult with a qualified lawyer.

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