Keystone Bank




HELP DESK

customer-service

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 {[email protected]} or call us on +234 700 2000 3000

HELP DESK SERVICES

CUSTOMER SERVICE

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 {[email protected]} .

BUSINESS HOURS

We are open 24 hours Monday through Friday to handle enquiries ranging from account balance enquiry to all general banking services You can call us on +234 700 2000 3000

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Whistle Blowing

At Keystone Bank we cherish the ideals of good corporate governance - honesty, fairness, accountability, integrity, professionalism, and ethical management practices. To report unethical or unprofessional conduct by any of our officials, send your report to any or all of the following:

Managing Director/CEO, Keystone Bank Limited
1 Keystone Bank Crescent, Off Adeyemo Alakija Street, Victoria Island, Lagos.
Email - [email protected]

Group Head, Internal Audit, Keystone Bank Limited
1 Keystone Bank Crescent, Off Adeyemo Alakija Street, Victoria Island, Lagos.
Email - [email protected]

Group Head, Legal Services, Keystone Bank Limited
1 Keystone Bank Crescent, Off Adeyemo Alakija Street, Victoria Island, Lagos.
Email - [email protected]

Director of Banking Supervision Central Bank of Nigeria
Central Business District, Cadastral Zone, Abuja, FCT, Nigeria.
Email - [email protected]

Chief Compliance Officer, Keystone Bank Limited
1 Keystone Bank Crescent, Off Adeyemo Alakija Street, Victoria Island, Lagos.
Email - [email protected]

We appreciate your report and guarantee that it will be treated with utmost confidentiality.

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CUSTOMER PROTECTION INFORMATION

Keystone Bank is at your service! We are ready to listen and assist! 
At Keystone Bank Limited, we offer leading solutions and services to our clients and associates globally and are dedicated to conducting business professionally with Integrity, guaranteeing fairness, transparency and responsiveness to our customers at all times. And for this reasons we provide our services with this four core pillars in mind; Safety, Trust, Strength, and Service.
While we strive to ensure our customers enjoy seamless banking services, however, we understand that you may encounter an issue while trying to access our products or services or wish to provide feedback on how we can improve our services.

Thus, we are committed in being responsive to the needs of our existing and potential customers and to resolving complaints as quickly as possible. Our robust customer complaint/ handling systems are available for you to channel your feedback and complaints, as we aim to ensure a seamless compliant process.

FEEDBACK CHANNELS AND CONTACT DETAILS

 

In Person

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

 Keystone Bank Contact Centre +234 (0) 700 2000 3000

By email:

[email protected]

By Social Media

www.twitter.com/keystonebankng,  https://www.facebook.com/keystonebank
https://www.instagram.com/keystonebankng/

By Live Chat

(Link to live chat}

Our website:

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 time.
Complaints can be tracked all through the entire process until you are satisfied or the final decision is made using the unique Identifier Code.

All complaints received shall be lodged within a specified timeframe provided in the Time Bar Policy of the CBN.
Step 3
All received complaint, will be assessed in terms of criteria such as severity and possibility of immediate action and will be 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 your complaint is resolved, you will receive a status notification within 5 business days.

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 request in writing, a “final response” detailing our explanations 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. 

Click here for details on the CBN Time Bar Policy for conflict resolution

Keystone Bank Active Domiciliary Account
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.

Atm_user-Guide
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Frequently Asked Questions

Can any phone be used to carry out Mobile Banking?

YES! You can use the USSD mode with all phone types by dialing Dial *7111# on your bank registered phone Inputs your NUBAN account number You will be prompted to create pin if account number match Your profile will be automatically created having satisfied the above Proceeds to dial the strings for other functionalities and perform any financial transaction whilst using your PIN to authenticate same.

However, for Blackberry & Android phones, you can download ‘Keystone Mobile’ from Blackberry World or Android Play store. For BB 10 Series, an activation code will be sent to your inbox to activate the mobile app.

Can I use my Mobile Banking outside Nigeria?

YES! You can use Keystone Mobile if you have a roaming facility set up on your phone, however roaming charges may apply. Please contact your service provider outside Nigeria for information on possible rates.

Can Mobile Banking work on my tablet?

Yes it can, but only for tablets which are call-enabled, as the mobile application is tied to your phone number.

For further information . .

Investor Relations
Keystone Bank House.
1 Keystone Bank Crescent, Victoria Island, Lagos
Tel: +234-700-2000-3000
Email: [email protected]

How do I blow a whistle?

At Keystone Bank we cherish the ideals of good corporate governance - honesty, fairness, accountability, integrity, professionalism, and ethical management practices. To report unethical or unprofessional conduct by any of our officials, send your report to any or all of the following:

Managing Director/CEO,
Keystone Bank Limited.
1 Keystone Bank Crescent, off Adeyemo Alakija street,
Victoria Island, Lagos.
Email - [email protected]

Group Head, Internal Audit, Keystone Bank Limited. 1 Keystone Bank Crescent, off Adeyemo Alakija Street, Victoria Island, Lagos. Email - [email protected]

Group Head, Legal Services, Keystone Bank Limited. 1 Keystone Bank Crescent, off Adeyemo Alakija Street, Victoria Island, Lagos. Email - [email protected]

Director of Banking Supervision, Central Bank of Nigeria Central Business District, Cadastral Zone, FCT Abuja, Nigeria. Email - [email protected]

We appreciate your report and guarantee that it will be treated with utmost confidentiality.

 How do I buy or sell Keystone Bank's shares?

Investor Relations.
You can buy or sell Keystone Bank ordinary shares through a licensed stockbroker from the floor of the Nigerian Stock Exchange.

faqs