First Bank of Nigeria Limited (FirstBank) is Nigeria’s largest financial services institution by total assets and gross earnings. With more than 10 million customer accounts, FirstBank has over 750 branches providing a comprehensive range of retail and corporate financial services. The Bank has international presence through its subsidiaries, FBN Bank (UK) Limited in London and Paris, FBNBank DRC, FBNBank Ghana, FBNBank Gambia, FBNBank Guinea, FBNBank Sierra-Leone and FBNBank Senegal, as well as its Representative Offices in Johannesburg, Beijing and Abu Dhabi.

Quality is important to our business because we value our customers. We strive to provide our customers with products and services which meet and even exceed their expectations. We are committed to continuous improvement and have established a Complaints Quality Management System (CQMS) which provides a framework for effective and efficient handling of our customers' complaints.

To achieve this, Management has ensured that quality objectives are established and communicated to all staff. These objectives are measurable and consistent with FirstBank‘s Complaints Quality Management System.

FirstBank is committed to:
  • being timely, consistent, fair and impartial when handling complaints; treating all complaints received in line with laid down statutory and regulatory requirements;
  • improving customer satisfaction; continuously challenging ourselves to improve our Quality Management System to guarantee efficiency in complaints handling; and
  • promoting awareness of quality responsibilities amongst all employees through implementation of standards, training and coaching, supervision and effective communication.

Our complaints handling procedures are reviewed regularly and are held in a Quality Manual which is made available to all employees. This policy is hosted on the FirstBank website and is available at all our branches to customers and interested third parties.

At FirstBank, we realise that quality is everyone's responsibility and in this context, we are committed to providing the necessary leadership, management and resources required to ensure the viability and continued fitness for purpose of FirstBank‘s Complaints Quality Management System (CQMS).