Feedback & Complaints
At First Bank Nigeria Limited, we aim to deliver excellent service and offer you complete satisfaction at all times.
However, we are aware that occasionally we may fall short of your expectations. At such times, we’d like to hear from you because every question, complaint, compliment and suggestion you make helps us to serve you better.
You can give your feedback through any of the following channels:
Call FirstContact on 0700FirstContact, 01-4485500, 07080625000. We are open 24/7 to respond to your enquiry in English, Hausa, Igbo or Yoruba.
Walk into any FirstBank branch and speak to a Customer Service Officer (CSO) concerning your question, complaint, compliment or suggestion.
You can also drop a written copy into the suggestion box provided at the branch or make use of the automated service kiosk feedback system.
Corporate and Institutional Banking customers may give feedback to their relationship managers by telephone or email
Send an SMS to 30012
We aim to resolve your complaints as promptly as possible by a staff who has the right knowledge, experience and authority. We will also write to inform you that we’ve received your complaint.
If your issue cannot be resolved straightaway, we will write to inform you of:
- Why we are yet to resolve your complaint
- How long we will take to resolve your complaint
- Who is handling your compliant
If your issue cannot be resolved within 5 days, we will write again to inform you of the status of the resolution of your complaint.
If you are not satisfied by our actions, your case can be reviewed at a higher level. You can write to the Head, Service Delivery Excellence (address below), who will ensure that your complaint is reviewed fully by an appropriate senior staff.
Please state your name, account number, branch, details of the complaint and what action you would like the bank to take.
Head, Service Delivery Excellence
FirstBank of Nigeria Plc.
Samuel Asabia House
35, Marina, Lagos