Stanbic Client Service Charter
1. Introduction
“Uganda is our home, and we drive her growth.”
Aligned with the Bank’s purpose, we reaffirm our unwavering commitment to client service excellence. Every day, we show up with a client-first attitude, guided by empathy, accountability, and integrity. We aim to provide reliable experiences our clients can trust, while continuously improving how we serve them. Our professional and ethical approach ensures that each interaction reflects the values of trust and respect, strengthening relationships and contributing to the growth of our clients and our community.
2. Our Clients and the Principle of Equal Dignity
For purposes of this Charter, the term “Client” is to be understood in its broadest sense. It includes:
- a) External customers in a banking relationship; individuals, businesses, or institutions who consume Stanbic Bank’s products and services.
- b) Internal clients such as colleagues, teams, and business units who depend on one another for support, collaboration, and service delivery.
- c) Stakeholders and partners with whom the Bank interacts in the course of its operations; and
- d) Regulators and oversight bodies who ensure compliance and accountability.
The terms “Client” and “Customer” are therefore used interchangeably throughout this Charter and carry the same obligations. Stanbic Bank Uganda affirms the Principle of Equal Dignity: every interaction, whether with an external customer, a colleague, a regulator, or any stakeholder, must reflect the same standard of respect, empathy, professionalism, and accountability.
3. Purpose of the Charter
This Charter clearly communicates our client service commitments and standards.
It exists to ensure transparency and consistency in how we serve our clients, fostering accountability across the bank. By defining clear service principles and expectations, the Charter builds trust and confidence in our clients. It serves as a benchmark for staff performance and a guide for continuous improvement in line with our values and regulatory requirements.
3. Scope
This Charter applies to Stanbic Bank Uganda and all its employees. It encompasses every interaction with external clients, internal clients, and stakeholders across all service channels, product lines, and support functions. It specifically covers, but is not limited to, the following areas of engagement:
- a) Customer-Facing Channels:
Branches, ATMs, online banking, mobile banking, telephone banking, and agency banking. - b) Business Units:
Personal and Private Banking(PPB) Business and Commercial Banking (BCB), Corporate and Investment Banking (CIB) - c) Support & Shared Services:
Risk, Finance, Operations, Technology, Credit, Legal, People & Culture, and all other Group Functions where staff provide services or advice to colleagues, leaders, or business units. - d) Modes of Interaction:
In-person meetings, calls, digital platforms, email correspondence, written communications, presentations, and virtual engagements through Bank approved channels. - e) End-to-End Banking Relationship:
All stages of client interaction, from onboarding, advisory, transaction processing, issue resolution, service support, to relationship exit.
The Charter governs the conduct, tone, responsiveness, and service standards of every employee in all dealings with clients and colleagues, ensuring a consistent experience that reflects the Bank’s values.
Core Service Commitments
Stanbic Bank Uganda aims to
- Show up with a Client Excellence Attitude:
Every team member interacts with clients with a positive and solution-focused mindset and delivers consistent and predictable service across all channels. - Timeliness and Efficiency:
We respond and process requests promptly and without undue delay. - Accuracy and Clarity:
We provide clear, complete and accurate information about our products, services and charges. Our communications are honest and transparent, helping clients make informed decisions. - Professionalism and Respect:
We treat clients with courtesy, empathy and respect. Our staff are knowledgeable and uphold high ethical standards. Each interaction reflects our values of integrity, trust and brand ambassadorship. - Accountability and Ownership:
We take end-to-end ownership of client needs and hold ourselves accountable for delivering on promises. We encourage collaboration and asking for help when needed to ensure swift resolution. • - Confidentiality and Security:
We protect client information with strict confidentiality and robust security measures. Our clients can trust that their data and transactions are handled with care. - Proactive Issue Resolution:
We listen actively to client feedback and resolve complaints promptly and fairly. - Transparency:
We communicate openly, sharing key fees and terms in line with agreements and regulations, and keep clients informed of any changes. - Client Empowerment:
We encourage clients to ask questions and continuously grow our knowledge to provide the best advice and solutions. Clients partner with us in a relationship built on trust and value-driven service.
Client Rights and Responsibilities
Client Rights:
We strive to ensure:
- Respectful and courteous service from all staff
- Timely service and clear communication
- Confidential handling of personal and financial information
- Accurate information about products, fees and terms
- A fair and transparent process for resolving complaints
Client Responsibilities:
Every client is expected to:
- Provide complete and accurate information when opening accounts or requesting services
- Treat bank staff courteously and comply with bank terms and conditions
- Read and understand the terms and conditions of products and services
- Ask questions or raise concerns promptly if they need clarification
- Fulfil financial obligations and promptly report any changes in their circumstances
Feedback and Complaint Mechanism
Clients are encouraged to provide feedback or lodge complaints openly.
We offer multiple channels for comments or concerns, including branches (in person), our toll-free Customer Care line, email and our website.
All feedback and complaints are logged with a reference number, and we acknowledge receipt within one business day while keeping the client informed of next steps.
If a complaint cannot be resolved immediately, staff will explain the expected timeline.
If the client is not satisfied with the outcome, they may escalate the matter to higher levels of management via email [email protected]
Contact details for feedback and complaints are clearly published on our website, mobile app and at all branches.
Accountability and Escalation
Stanbic Bank Uganda takes full responsibility for delivering on our commitments.
Any lapse in service will be investigated and corrective measures will be taken, which may include additional training, process improvements or other actions.
We encourage clients to first raise concerns with the staff member or branch involved.
If an issue remains unresolved, clients may escalate the matter per the escalation process available at the branch or using our whistleblowing process via email [email protected].
In all cases, the bank ensures each complaint is followed through to resolution. We monitor complaint trends and performance metrics at the leadership level to continuously improve accountability and client satisfaction.