FAULU BANK CUSTOMER COMMITMENT STATEMENT

The Customer experience charter is our commitment to offer you our customer, a positive memorable experience at all our touch points at all times. This commitment is underpinned in our core values:

1. The Lordship of Jesus Christ
2. Champion The Customer
3. Agile Innovations That Make a Difference
4. Trust and Accountability
5. Respect for Each Other and Communities We Serve
6. Always Act with Integrity
7. The Power of Diversity and Inclusion

The charter stipulates the service standards that you shall receive at all our branches, agents and other alternative channels. The charter outlines your obligations that enables us to build a healthy lasting financial relationship with you.

Our Commitment To You

We at Faulu bank commit to delight you at all times, we shall:

1. Carry out all our operations in accordance with the laws and regulations of Kenya
2. Deliver innovative financial products and services to you with passion in a consistent, error free, seamless and timely way
3. Provide you with complete, accurate, consistent and easy to understand information about Faulu, products and services in a timely manner to enable you make an informed decision
4. Faulu staff and agents shall treat you with respect in a dignified, courteous, fair, ethical and impartial manner while being honest in giving you professional, timely and friendly service
5. Hold all your information in confidence
6. Offer all the products and services through a liable (available all the time) and convenient banking and payment system
7. Listen to you actively and act responsively.

Your Rights

You our customers have a right to:

1. Select the channel to access the bank products and services- Branch, agent, mobile, ATM
2. Give feedback & receive feedback from the bank- compliments, suggestions and complaints.
3. Bank information and interpretation from bank officials in a manner that meets your need.
4. To one-month notice of changes in product pricing and to quarterly bank performance.
5. To be treated in a professional manner.

Our Service Standards.

We are committed to serving you within the shortest time.

Help Us Strengthen This Relationship

Help us to strengthen the relationship with us by:

• Keeping personal information held by us updated
• Providing us with clear information on your needs for us to meet them adequately and to your satisfaction.
• Providing us with feedback compliments, complaints and how to improve our service/ your experience.

Complaints Handling

We are committed to offering you the best experience at all our touch points, should anything go wrong, feel free to contact us through the below:

Key information to provide:

To enable us to investigate and respond to you promptly, share with us the below key information:

1. Details of what went wrong, when and how.
2. Account details- customer name, account number.
3. Your contact details; email and cell phone number.
4. Any supporting document you have.

How we shall respond to your Complaint

Faulu is committed to resolving all complaints the same day however; some complaints may require investigations to resolve them comprehensively.

We will:

• Acknowledge receipt of your complaint within 12 working hours.
• Resolve the complaint immediately or within 7 working days for complaints that need investigation.
• We shall engage you our customer and keep you updated on the progress of resolving the complaint.
• Learn from the complaints and better your experience.

If you are not satisfied with the solution provided/outcome of the complaint or the manner in which the matter has been handled, escalate the complaint to:

Complaints Escalation:

If we do not honor our promise or you are not satisfied with the manner in which we have handled the complaint or the outcome of the complaint, you may consider escalating the complaint to Kenya Banker Association:

Complaints Escalation to Kenya Bankers Association (KBA):

This Customer Experience Charter and service standards  is for information purposes only and does not create any legally binding rights, obligations or liability on the part of Faulu Microfinance Bank.