We strive to ensure that our clients receive exceptional service and are treated with courtesy, care, and diligence. In the event of any dissatisfaction, clients may file a complaint. The Bank is committed to treating clients fairly through an effective and efficient complaints-handling procedure. 

To file a complaint, you may contact the Bank at any of the following:

• Submit Online: Complaints Form
• Telephone: +254 20 3341172/6/7
• Email: complaints.ke@habibbank.com
• Postal Address: P.O. Box 30584, 00100 Nairobi, Kenya
• Any of our branches, or speak to your Branch Manager directly

 

We will make every effort to resolve your complaint at the first point of contact. If immediate resolution is not possible, the following steps will be taken:

1. Your complaint will be logged in our internal channels for tracking and resolution.
2. You will receive an acknowledgement of receipt of your complaint via SMS or email within 48 hours.
3. We aim to resolve the matter within 7 working days and will inform you once it is resolved.
4. If resolution within this timeframe is not possible, we will provide regular updates on progress until a solution is reached.