Service Charter

OUR COMMITMENT

This Customer Service Charter is our formal commitment and promise to provide you with services that meet your expectations. We are committed to meet and even exceed these expectations.

 OUR OBLIGATIONS

We shall endeavor to provide you with high quality service by:-

·         Communicating effectively.

·         Acting on any feedback relayed and prompt response

·         Providing accurate, complete and up-to-date information.

·         Having competent staff who knowledgeable about our products and services.

·         Being courteous and courteous.

 YOUR  RESPONSIBILITIES 

  Providing accurate and complete information

Providing your membership details ready when contacting us

Treating our staff with courtesy and respect  

Sharing with us your feedback

 

OUR PROMISE TO OUR MEMBERS

When you call us on the telephone us we will:-

·         Answer your call within the 3rd ring and be ready and willing to serve

·         Let you know who you are speaking to

·         Remain polite, courteous and friendly

When you e-mail or write a letter to us we will:-

  • Provide an initial email response within 24 hours and respond to letters  within 3 working days
  • Let you know who is dealing with your enquiry
  • Remain polite and be courteous

When you contact us via social media(Face book & Twitter) we will:-

·         Provide an initial response within 24 hours and follow up on agreed action

·         Remain polite and be courteous

When you order an ATM card or a cheque  book from us, we will:-

·         Have the ATM cards at the branch ready for collection within 7 working days.

·         Have the cheque book at the branch ready for collection within 7 working days.

When you need information from us, we will:-

·         Ensure  we provide you with accurate, complete and up-to-date information

·         Ensure that our website and web portal are accessible

When you have a complaint about our service, we will:-

·         Provide an acknowledgment and initial response within 24 hours

·         Resolve the complaint within a maximum of 5 working days

OUR PROMISE TO OUR MEMBERS

We shall provide the following services within 20 minutes

·         Over the counter withdrawals

·         Cash and cheque deposits

·         ATM cards and cheque book collection

·         General enquiries

·         ATM card blocking

We shall provide the following services within an hour

·         ATM PIN re-setting

·         Dormant account activation

·         Internal Funds Transfer

·         Request for personal information change

 

·         We shall provide the following services within the same day

·          New Account opening

·         M-Stima registration

·         Standing order instruction processing

·         Salary processing

·         RTGS  remittance

·         EFT remittance

Credit Facilities

Personal Loans

·         Short term loans - Same day service

·         Long Term Loans - 15 days

Business/ Collateral Secured Loans

·         Upon perfection of security

 

 

TO CONTACT US

Our major service delivery centres are listed below:-

Centre

Telephone

Email

Customer Care Centre

0703-024024

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Nairobi Branch

0703-024000

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Mombasa Branch

0703-024024

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Kisumu Branch

0703-024024

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Nakuru Branch

0703-024024

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Ol Karia Branch

0703-024024

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We are open Monday – Friday 8.30 am to 4.00 pm

Every first and last Saturday of the month  8.30 am to Noon