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Grievance procedure

At Absa Bank (Mauritius) Limited, our customers are at the heart of our business, and we always strive to exceed their expectations by constantly delivering on our promises through our people, products and services. The way we deal with our customers when they are dissatisfied is critical to us in achieving our desired customer experience outcomes. In this respect, we are committed to dealing with complaints promptly, competently, impartially, in all fairness, and in a manner that complies with all laws and regulatory requirements.

Choose the most convenient channel to log your grievance

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

Our 24/7 Service Centre
This may be the most convenient channel for you to use.
You may call us on +230 402 1000 or write to us on customer.contact@absa.africa

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’.

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

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.

Post Office
Write to:
Customer Experience Department
Absa Bank (Mauritius) Limited
Absa House
68 Wall Street, Cybercity
EBENE 72201
Mauritius
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
To escalate your grievance

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.

Tel +230 402 1000
Email: customer.contact@absa.africa

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:

Office of Ombudsperson for Financial Services
8th Floor, SICOM Tower
Wall Street,
Ebene

Tel: +230 468 6475
Fax: +230 468 6473
Email: ombudspersonfs@myt.mu

Download the Customer Complaint Procedures.

Need more help?

Call:

Tel: +230 402 1000
(24/7 Contact Centre)

Email:

customer.contact@absa.africa

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Grievance procedure

Need more help?

Tel: +230 402 1000 (24/7 Contact Centre)

customer.contact@absa.africa

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Tel: +230 402 1000
(24/7 Contact Centre)