Our service promise
Our service promise is built upon principles that promote among others; reliability, convenience, friendliness, timely service and appropriate banking solutions.
We strive to ensure that we keep to our core values of being reliable, innovative, efficient, having integrity and achieving team work.
To this end, we welcome your feedback (compliments, complaints, ideas) as it will help us to improve our service delivery and provide you with the best services.
Raising a complaint
If you would like to raise your complaint with us, you can do so through the channels below.
We will get back to you within 48 hours. For complaints that may take a longer time to resolve we will ensure that we provide you with regular updates on the progress and proposed resolutions.
Send us your complaint through:
Email : firstname.lastname@example.org
Social Media pages:
At our branches :
Visit your nearest branch. We are open from 8:30am-4:00pm on Monday to Friday and 9:00 am-1:00 pm on Saturday
Call our Contact Centre on 0203275120, 0703058120 from 8:15am- 10:00pm on Monday to Friday and 9:00am – 1:00pm on Saturday
SMS code : 20030
If you are not satisfied with the response you receive, you may escalate your complaint to:
- The Manager, Service Excellence,
- Bank of Africa Kenya Limited,
- BOA House, Karuna Close, Off Waiyaki Way, Westlands, Nairobi,
- P.O Box 69562-00400 Nairobi, Kenya.