Help Desk
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At Keystone Bank, we are dedicated to assisting you with the unwavering passion our team is known for, hence our appreciation of your interest in us.
Our service team is online 24/7 to answer any questions or resolve any issues you might have. Kindly email {contactcentre@keystonebankng.com} or call us on +234 700 2000 3000
Feedback Channels and Contact Details
In Person
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Speak to a customer service representative by visiting any of our branches nationwide or our Head office at 1, Keystone Bank Crescent, Victoria Island, Lagos.
Please note that you will be required to fill a Complaint Form. Details of the complaints will then be logged on the Keystone Bank’s CFMS for resolution.
By Phone
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Keystone Bank Contact Centre +234 (0) 700 2000 3000
By email
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contactcentre@keystonebankng.com
By Social Media
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By Live Chat
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Click the floating chat button on our home page: www.keystonebankng.com to access our live chat
Our website:
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By completing a complaints form on our website https://www.keystonebankng.com, Click ‘Complaints Handling” under Quick Links.
PROCEDURE FOR HANDLING YOUR COMPLAINT/FEEDBACK
Step 1
For a swift resolve of any complaint you may have, the first step is to contact us through any of our channels available to you and provide the following information below:
1. Your name
2. Your account number
3. A description of your complaint
4. Your contact details (telephone, email) and a convenient time to call you
Step 2
All received complaint or feedback would be logged on our Customer Feedback Management System (CFMS), which in turn will generate a unique Identifier Code that would be sent to you with an acknowledgement/notification e-mail or SMS within 24 hours, as well as the expected resolution timeline.
Complaints can be tracked all through the entire process until you are satisfied or the final decision is made using the unique Identifier Code.
Note: All complaints received shall be resolved within a specified timeframe as provided in the Time Bar Policy of the CBN.
Step 3
All received complaints, will be assessed and treated accordingly. We would investigate all the relevant circumstances and information surrounding a complaint. The level of investigation would be commensurate with the seriousness, frequency of occurrence and severity of the complaint.
Once a complaint is resolved, a correspondence Summary Resolution Communication (SRC) conveying the decision of the Bank will be sent to the customer within three (3) business days, stating that the complaint lodged has been resolved; and informing the complainant of the right to request for a review in writing if dissatisfied.
Where the customer rejects the resolution and requests for a review in writing, the case will be assigned to the resolution unit and within 4 weeks a “final response” detailing the outcome of the investigation will be provided to the customer.
A complaint is considered resolved where the complainant has indicated acceptance of the resolution in writing. If the complainant fails to respond within 30 days, the resolution will be deemed acceptable and closed.
Step 4
If you are unsatisfied with the resolution decision communicated, you can request for a review in writing within 30 days from the date of the receipt of the decision.
Step 5
Upon receipt of your dissatisfaction in writing, a “final response” detailing feedback on our investigations and any offer of redress will be provided within 4 weeks.
If you are dissatisfied with our “final response” you can refer your complaint to the Consumer Protection Department of the CBN.
Contact Centre
Our service personnel are always on hand to deliver exceptional services to our customers. Whether it is to report the loss of your debit or ATM card, suspicion of fraud on your account, or simply to make enquires, kindly contact us immediately via phone {+234 700 2000 3000} or e-mail {contactcentre@keystonebankng.com} .
BUSINESS HOURS
We are open 24 hours seven days a week to handle enquiries ranging from account balance enquiry to all general banking services You can call us on +234 700 2000 3000
Live Chat- ATM User Guide
- Use ATMs where you feel most safe and comfortable.
- Avoid using an ATM with any form of distraction or suspicious-looking person(s) loitering around.
- Ensure that your debit card is ready in hand before approaching the ATM.
- Do not use an ATM if you notice that it has been tampered with.
- If experiencing difficulty with a transaction, be very cautious of accepting help from strangers. We recommend that you contact a security guard at the premises for assistance.
- Do not expose or disclose your PIN to anyone (bank and police inclusive). Endeavor to shield the keypad with your body while entering your PIN.
- In the event of an ATM Malfunction, press ‘cancel’ to withdraw your card immediately before reporting and proceeding to another machine.
- Promptly report jammed or stolen cards to the nearest Bank branch.
- Try not to hurry through a transaction, carefully secure your card and cash in your wallet, handbag or pocket before leaving the ATM point.
The Voice of Customer (VOC)
At Keystone Bank, we constantly seek ways to offer you convenient and reliable services. However, we cannot do this alone, as you are the reason we seek to create tailor-made products and personalized services. So help us meet and exceed your expectations by participating in any of our surveys.