Solidarity
We encourage collaboration and mutual support within the community, to strengthen everyone's ability to succeed.
Our commitments
A unique and satisfying customer experience.
Our charter sets out our values, your rights as a client, what you can expect from us, how you can help us serve you better and how to reach us for services, claims and complaints.
Our customer-experience vision
To meet the financial needs of local clients while offering an exceptional, transparent and responsible service experience — making them privileged witnesses, first-rank actors and ambassadors of our vision around the world.
Our customer-experience mission
To satisfy and retain our clients while guaranteeing transparency, responsibility and integrity — through a commitment to an exceptional experience and to helping them reach their long-term financial goals.
Our values
Commitment
Constant effort to help people, and our clients in particular, out of poverty and towards a better financial situation.
Integrity
Transparency and trust, so clients and investors can rely on us and on our practices.
Equity
Every member of the community has access to the same opportunities and resources to succeed.
Your rights as a client
- Be served with dignity, respect and professionalism.
- Easily access accurate, timely and reliable information.
- Privacy and confidentiality of your information and transactions with us.
- Deal with us in a transparent, fair and honest way.
- Share your sincere feedback with us.
- Access our services in a way that meets your needs and suits you.
How you can help us
- Provide complete, accurate and timely information and documents.
- Share your sincere comments, suggestions and views.
- Manage your financial information and accounts in line with regulations and your contract terms.
- Respect the legal requirements and obligations governing the sector and the State.
Services and timelines
Services offered and estimated delivery time
| Service | Estimated time |
|---|---|
| Personal account opening | 10 minutes, once all requirements are met |
| Chequebook order | Instant |
| Chequebook replacement | Instant |
| Account closure | 30 minutes |
| Inactive account reactivation | 5 minutes |
| Any account change request | 5 minutes |
| Balance enquiry (at the counter) | Instant / online |
| Account statement (printed) | Instant |
| Account statement (email) | Instant / online |
| Customer requests | Same day |
| Push & Pull | By phone |
| External transfer | Via RIPPS |
| Internal transfer | Instant |
| Complaint resolution | Within 2 working days, depending on complexity |
| Chequebook – 24 leaves | 2 days |
| Chequebook – 48 leaves | 2 days |
| Express chequebook | 1 working day |
| Notification letter (administration) | Instant |
| Loan contract preparation and signature | Instant |
| Collateral registration at RDB | 1 working day |
| Loan disbursement | Instant |
| Loan processing: total | 7 working days after submission of a complete file |
Note: timelines are standard processing times under normal conditions; the actual time may vary depending on how complete the file is.