• On which channel can you log your grievance?

    You may use any of the following channels to raise a grievance or service query.

    1. 24/7 Service Centre:
      +230 402 1000 

    2. Email:
      customer.contact@absa.africa

    3. Post office: 
      Absa Bank (Mauritius) Limited
      Customer Service Department
      Absa House, 68 Wall Street, Cybercity
      Ebene 72201
      Mauritius

    4. Face-to-face:
      Walk in any branch or our Head Office during office hours and talk to a designated representative

    5. Relationship manager: 
      If you have a Relationship Manager, you may wish to raise your complaint in a meeting, over the phone or through an email

    6. Internet Banking:
      If you are registered to this service, send your grievance by using the 'Customer Service' tab after you have logged in
      If you are not registered to this service, you may go to https://online.absabank.mu/air and select 'Write to Bank'

    7. Digital assistant: 
      Select the 'Contact us' icon on our Digital Banking Assistant (Abby) in branch to send us your grievance

    8. Social Media:
      Use the 'Send Message' option on our Facebook page to send us your concern in private
      https://www.facebook.com/AbsaBankMauritius/

    9. Data Protection Office:
      You have the right to lodge a complaint about how we are using your personal data with the Data Protection Office. For more information on your data privacy rights,please consult the website of the Data Protection Office at http://dataprotection.govmu.org

     

    Click here to access the full Customer Complaint Procedures

  • How soon can you expect a response?

    • Acknowledgement
      We will acknowledge your complaint within one working day after having received it through any of the above channels. 
          
    • Resolution
      We will endeavour to resolve your complaint and provide you with a written resolution containing the final decision of the Bank within ten days after having received it.
      Should it take longer to resolve due to its complexity, we will keep you informed of the status of your complaint until it is resolved

  • How to escalate your grievance?

    1. During the complaint resolution process:

      If, for whatever reason, you are not satisfied with the way your complaint is being handled by the Bank, or if you do not hear from us within 3 working days after you have raised it, you may bring it to the attention of the Customer Service Manager.
    1. After your complaint has been resolved by the Bank

      In case you are not satisfied with the final response provided to you by the Bank, or if you do not receive a reply from the Bank within 10 days after having lodged the complaint with the Bank, you or your authorised representative may refer the matter in writing to the Ombudsperson for Financial Services, whose contact details are as follows:
       

     

Need more help?

Call our 24/7 Service Centre: 
+230 402 1000

Chat to Abby on WhatsApp: 
+230 5919 0001

Email us:
customer.contact@absa.africa