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Complaints management process

• If you are dissatisfied with any aspect of our products or services, please let us know using the steps below. We are here to help and will make it right.

1. Raise your complaint with us

• You can contact us through any of the following channels:
• Call us on 0302 429 150 or 0800 222 333 (toll-free on all networks)
• Write to: The Branch Manager or The Service Recovery Unit, Customer Experience, P. O. Box GP 2949, Accra
• Email: CustomerExperience.Gh@absa.africa
• Social Media: Facebook or X @AbsaGhana)
• Visit any of our branches and speak to a member of staff

What to expect:

• We are committed to resolving your concern promptly
• We will acknowledge your complaint within 24 hours.
• We will keep you informed throughout the resolution process by any means of communication you may request.
• Where delays occur, we will provide an updated timeline for resolution.
• If you are not happy with the resolution communicated, or any aspect of the resolution process, kindly escalate your concern to The Manager, Service Recovery Unit via CustomerExperience.Gh@absa.africa or ServiceRecoveryUnit@absa.africa

• If your complaint remains unresolved after 20 working days, you may escalate it to the Bank of Ghana.

2. Not satisfied with the final resolution from Absa? Escalate to the Bank of Ghana

• Call: 0302 665 005 (Market Conduct Office) or 0302 611 733 (Call Centre)
• Email: complaints.office@bog.gov.gh
• Please allow up to 20 working days for a response from the Bank of Ghana.

3. Seek legal redress

• If you remain dissatisfied after the above steps, you may pursue legal action.

Important Note

• Please ensure you obtain your Complaint Registration Number when lodging a complaint.
• Quote this number in all follow-ups to help us track and resolve your issue efficiently.