What is a complaint?

The Bank of Uganda Financial Consumer Protection Guidelines, 2011 define a complaint as; any oral or written expression of dissatisfaction about the provision of, or failure to provide, a financial product or service:

  • which is made to a financial services provider by, or on behalf of, a consumer; and
  • which alleges that, as a result of an act or omission by or on behalf of the financial services provider, the consumer has suffered or may suffer:
    • financial loss
    • material inconvenience; or
    • material distress

 

How to lodge a complaint

You can lodge a complaint through any of the following channels:

  • Call us: Toll-free line: 0800 222 333/ Tel number: +256 (0) 312 218 348 (available every day 24/7)
  • WhatsApp us: 0700375750
  • Email us: absa.uganda@absa.africa
  • Online: Fill the complaint form on our website: www.absa.co.ug/complaints
  • Write to us:Absa Bank Uganda Limited
    Plot 2 Hannington Road
    P.O. Box 2971 Kampala, Uganda
  • Visit any branch: Speak to our customer service officers or scan our QR code to give us your feedback
  • For relationship managed relationships, contact through the relationship team

 

Complaint handling workflow

Step 1: Receipt and acknowledgment

  • All complaints shall be recorded in the Complaints handling System.
  • A unique Complaint Reference Number is generated.
  • Customer receives acknowledgment sms and/or email within 24 hours, stating the reference number assigned to the complaint.

Step 2: Investigation, progress notification and resolution

  • The responsible department investigates the complaint.
  • The customer is kept up to date on the progress of their open complaint on a periodic basis.
  • Upon conclusion of investigations, the outcome is documented and reviewed by an officer or supervisor.

Step 4: Communication of outcome

  • The customer is informed of:
    • Investigation outcome
    • Any remedial action taken
    • If dissatisfied, next steps (including escalation to Bank of Uganda or other relevant regulator)

Step 5: Closure

  • Once resolved and communication made to the customer, the complaint is marked “Closed”.
  • Feedback is gathered (on a sample basis) to assess customer satisfaction with the complaints handling process.

 

What you can expect

  • Respect and confidentiality: Your complaint will be handled with discretion and care
  • Fairness: Every complaint is assessed impartially
  • Transparency: You’ll be informed of the process and outcome
  • Record-keeping: We will document your complaint and any agreed solutions

 

Appeals and escalation

If you are not satisfied with how your complaint was handled, you can:

  1. Request an internal review by senior management.
  2. Escalate to the regulator:

Bank of Uganda – Consumer Protection Unit
Plot 37-45 Kampala Road
P.O. Box 7120, Kampala
Tel: +256 414 258441/6
Email: complaints@bou.or.ug
Website: www.bou.or.ug

For insurance related complaints

Insurance Regulatory Authority (IRA) Complaints Bureau
Insurance Towers,
Plot 6 Lumumba Avenue
Tel: +256 417425500
Toll free: 0800124124
Email: ira@ira.go.ug