How to make a complaint to First Bank Customer Care

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

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

First 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 First 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 First Bank.

First Bank transactions generally happen smoothly and with no issues, however there are times when First Bank fails in its service to you, or there is an issue which you need resolved. Some of the issues First Bank customers face are dispense errors, unauthorised transactions etc.

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

Step 1

Once the problem arises, the first step is to contact the First 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 First Bank customer care are:

• Social Media: Facebook – https://www.facebook.com/firstbankofnigeria ; Twitter: @FBN_help; Instagram: @firstbanknigeria
• WhatsApp Banking – 09090901901
• Telephone – 0700FIRSTCONTACT (0700-34778-2668228), 01-4485500, 0708-062-5000
• Email : firstcontact@firstbanknigeria.com

Step 2

If the issue remains unresolved, then you need to commence the official customer complaint process. First 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, First Bank). The CBN states that the First Bank must provide email addresses for complaints. As First Bank has an online complaint form process, this makes it easier to make complaints. You can therefore file an online complaint with the First Bank customer care team here – https://complaints.firstbanknigeria.com/

The First 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
• Transaction Date
• Description- 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.
• Resolution – the form asks what you would like them to do to resolve the issue

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 First Bank must resolve your complaint within 14 days of receipt of the complaint. If for some reason, the First 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 First 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 First Bank for failure to resolve your complaint.

When making your complaint to the CBN that First 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 First Bank’s response (if any) is unsatisfactory.

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 First 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 First 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.

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We hope you have found this information helpful. Please 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.