FAQs

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A complaint is an expression of dissatisfaction made to the Bank, related to its products, or the complaints handling policy itself, where a response or resolution is explicitly or implicitly expected.
When you complain, we:
  • Acknowledge receipt via SMS and Email (your account has to be profiled to receive notifications)
  • Ensure it is instantly assigned to a staff to investigate
  • Work assiduously to solve the complaint within TAT as communicated to you
  • Notify you once a final resolution has been reached
  • Await your feedback on satisfaction before we close the issue
    • We can be reached on any of the following channels:

    Web - www.complaints.firstbanknigeria.com
    Facebook- www.facebook.com/firstbankofnigeria
    Twitter- @firstbankngr, @FBN_help
    Mobile App - FirstMobile and Lit App
    FirstContact- 0700FIRSTCONTACT (0700-34778-2668228), 01-4485500, 0708-062-5000
    Branches - Speak to any of our customer service officers at any of our Branches or Quick Service Points nationwide.
    Every complaint received has a reference ID in this format (CAS-XXXXX-XXXXX). This code is communicated to you in the notifications received via SMS or E-mail. To check status of your complaint irrespective of time and location, you can use the following channels:
    Online: Log on to our online complaints portal (www.complaints.firstbanknigeria.com) and enter your reference ID. Details regarding your complaint will be displayed.
    First Contact: Call our multi-lingual contact centre to speak to any of our consultants. Kindly give them your complaints reference number and an update will be provided to you. They can be reached on:
    Phone: 0700FIRSTCONTACT (0700-34778-2668228), 01-4485500, 0708-062-5000
    Email: firstcontact@firstbanknigeria.com
    Whilst we work hard to ensure this does not occur, should you still feel unsatisfied with our initial resolution, see below channels for further internal escalation.
    E-mail: complaintsunit@firstbanknigeria.com
    Letter: The Head, Customer Experience and Value Management, First Bank of Nigeria Limited, 35, Samuel Asabia House, Marina, Lagos.
    Most complaints require a certain level of investigation, however, we will ensure to resolve your complaints within acceptable time frame. Our complaints resolution TAT is in accordance with regulatory requirements and set standards. The expected resolution time for every complaint is stated on the notification sent to you.
    You can log the following cards and electronic channel complaints on our complaints website.
    Cards
  • Card Functionality
  • Card Hotlist
  • One Time Password (OTP)
  • MasterCard Secure Code issues
  • Pin Issues

    • Dispense Error Complaints
  • On Us Dispense Errors: Dispense errors that occur on our ATMs
  • Remote On Us Dispense Errors: Dispense errors that occur on other bank ATMs in Nigeria
  • International Dispense Errors: Dispense errors that occur on International Cards or outside Nigeria.

    • E-channel Complaints
  • Internet Banking related complaints
  • Mobile Banking related complaints
  • ATM & Quick Teller related complaints
  • USSD related complaints
    • You can log your dispense errors or transfer failures if you did not receive an auto-reversal of funds after 24 hours.
    Complaints Status
  • Queued- Complaint has been forwarded to the resolving team.
  • Assigned- Complaint has been assigned to a staff to treat.
  • Solved- An initial resolution has been provided to complaint.
  • Resolved- Customer has not declined resolution provided after a period of 48 hours.