Our commitment to you
Our promise to you is to consistently offer a wide range of financial solutions by leveraging technological innovation to deliver seamless, convenient, and reliable banking. We are committed to providing the best banking customer service by focusing on customer centricity and superior experiences. There may be times however, when we do not meet your expectations. If you are not happy with any of our services, we have put in place mechanisms for you to give us feedback as this will give us an opportunity to improve on our service delivery.
You can contact us by the following channels:-
1. Face to Face: Visit any SBM Bank branch nearest to you and speak to one of our dedicated bank officials.
2. Email: atyourservice@sbmbank.co.ke
3. Telephone: Calling us through our 24 hour contact center number 0709800000 or 0730175000
4. Chat: WhatsApp number 0773758196
We will strive to resolve your complaint as swiftly as possible and with minimum inconvenience to you. If we are unable to provide immediate resolution, the following steps will apply :-
1. You will receive a written acknowledgement of your complaint via email or SMS with a unique case reference number within 24 hours
2. We will keep you updated on the progress towards resolving the problem within 7 days
3. If problem takes more than 7 days to resolve we will keep you updated on the next course of action
In case you are not satisfied with the resolution given, or you do not hear from us within 7 working days you may revert to the branch manager or refer the issue to the address below quoting your unique reference number.
Head, Customer Experience
SBM Bank Kenya
atyourservice@sbmbank.co.ke
SBM Bank encourages all customers to notify us of any dissatisfaction with our service using the channels provided. Your feedback helps us uphold our reputation for delivering the best banking customer service in Kenya.
