Complaints

Any customer who considers themselves adversely affected in the use of a banking product or service may submit a complaint to BANGE BANK BENIN.

The main channels made available to customers, which are accessible and secure for submitting and tracking complaints, are as follows:

Online:

• Via the complaints portal available on our website: www.bangebj.com;
• Through our social media pages on Facebook, Messenger, Instagram, LinkedIn, etc.;
• Via our Customer Relationship Center (CRC) phone number, (229) 01 52 67 95 95, also available on WhatsApp;
• Via our dedicated email address: contact@bangebj.com

In person at a branch through:

• a written letter submitted and acknowledged by the bank;
• completion of the complaint form available at the reception desk;
• an oral expression (discussion) with a member of our institution’s staff;
• submission of a written note in our suggestion boxes available in our branches, ensuring customer anonymity, if this is the desired option.

Each complaint is recorded, analyzed, and handled promptly by the relevant departments, in accordance with the internal procedures in force.

We have implemented a formalized internal complaints handling system, based on:

• transparent procedures;
• controlled processing times;
• regular communication with the customer concerned.

The Bank is committed to providing a reasoned response to every complaint received, in a spirit of listening, fairness, and continuous improvement of service quality.

When the customer is not satisfied with the response provided by the Bank or with the solution proposed, they may, before referring the matter to the competent courts, make free use of financial mediation.

In this regard, BANGE BANK BENIN adheres to the national mediation mechanism established by the Benin Financial Services Quality Observatory (OQSF).

The mission of the OQSF is to promote the amicable settlement of disputes between financial institutions and their customers, within a neutral, independent, and confidential framework.

The procedures for referring a matter to the OQSF are available through its official channels. BANGE BANK BENIN uses this channel to inform its customers of the existence of this mechanism and how it operates through its communication materials.

Through this initiative, BANGE BANK BENIN reaffirms its commitment to:

• promoting transparency in banking relationships;
• protecting customer rights;
• strengthening trust and the quality of the customer experience.

BANGE BANK BENIN – The Bank for Everyone!