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Putting our customers first

The customer experience charter is our commitment to offer you our customer, a positive memorable experience at all our touch points at all times.


Customer experience charter

  • The Lordship of Jesus Christ
  • Champion The Customer
  • Agile Innovations That Make a Difference
  • Trust and Accountability
  • Respect for Each Other and Communities We Serve
  • Always Act with Integrity
  • 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 the obligations that enable us to build a healthy lasting financial relationship with you.

    This commitment is underpinned in our core values:

    Our commitment to you

  • Carry out all our operations in accordance with the laws and regulations of Kenya
  • Deliver innovative financial products and services to you with passion in a consistent, error free, seamless and timely way
  • Provide you with complete, accurate, consistent and easy to understand information about Faulu, products and services in a timely manner to enable you to make an informed decision
  • 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
  • Hold all your information in confidence
  • Offer all the products and services through a liable (available all the time) and convenient banking and payment system
  • Listen to you actively and act responsively.

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

    Your rights

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

    • Our customers have a right to:

    Our business working hours

    Enjoy longer personalised banking hours at any of our banking branches:

    Monday to Friday: 08:00 am - 4:30pm

    Saturdays: 08:00 am - 01:00pm

    Sundays and Public Holidays: Closed

    Thank you for your continuous support and remember you can transact conveniently through Mobile Banking via *339# or using your Faulu Visa Card.


    Get in touch with us

    Where to find us

    Ngong Lane, off Ngong Road

    P.O Box 60240-00200
    Nairobi, Kenya.

    Where to call us

    +254 711 074 000 or +254 711 074 074

    Where to email us

    info@faulukenya.com

    (Our Contact Centre is accessible 24/7)

    Read our terms and condition and view our tariffs

    View our general terms and conditions as well as our tariff guides.