Getting to know Banking

How to submit a complaint to the bank


All bank customers have the right to complain, whether they are private or corporate.

To facilitate the act of complaint, the banking institution has a complaints book in its facilities and a specialized area of customer service, in accordance with Notice No. 05/2012, which can be contacted via electronic mail, telephone, letter, form to fill in your agency or through the institution website. These introduced instruments allow to level information asymmetries, allow to ease up the process identification whenever an intervention is needed, and allow the rapid and appropriate resolution of conflicts between the institution and its customers.

In addition to this possibility, the banking customer may file an appeal directly to the Banco Nacional de Angola, if he feels dissatisfied with the outcome of his complaint.