What is the CRPU?

The CRPU - Customer Rights Protection Unit is the Bank’s team dedicated to improving service quality and resolving customer disputes fairly, reasonably, quickly, and amicably.

Who oversees the CRPU?

The CRPU reports directly to the Bank’s Chief Executive Officer.

What issues can I complain about?

You can raise complaints about financial disputes or service problems, including electronic cards, ATMs, online banking, charges, staff behavior, and unfair treatment.

How do I submit a complaint?

Complete the complaint form and send it to the Bank Ombudsman and the Customer Rights Protection Unit. All fields are mandatory.

What happens after I submit a complaint?

We record and monitor your complaint, review it under Bank policies and procedures, and work to resolve it promptly and amicably.

How will my complaint be treated?

Every complaint is handled fairly and sympathetically, with decisions based on Bank policies and procedures.

Can I complain about fees and charges?

Yes. Concerns about fees, charges, or other banking services are within scope.

Can I raise concerns about staff behavior?

Yes. Complaints about staff conduct or perceived unfair treatment are accepted and reviewed.

What outcome can I expect?

You can expect a fair, reasonable resolution or a clear explanation of the decision based on Bank policies.

Why does the Bank invite complaints?

We believe prompt, efficient handling of complaints builds customer trust, increases satisfaction, and strengthens our relationships.