Complaints Procedure

If  you are not satisfied with our services, you are free to contact us through  the following ways:

• Send an email to: [email protected]
• Call our customer call centre on the following tollfree numbers:

Econet: 08080216
Telone: 08004339
Telecel: 0731950950/953/954
Netone: 08010043
International Numbers: +263 242 79920051
+263 8677004288

We are committed to providing the best possible services to our customers. If you have a query or comment please let us know by telephone, letter or email to the address provided below. Rest assured of our guarantee of confidentiality and privacy.

Query Escalations

Your comments and queries are important to us. If you are not satisfied with the outcome or how it was handled, You  may refer the matter to the following :

1. Head of Service                                      2. Manager Customer Experience 

Mr Frank Zimani                                            Shingairai Chagonda

Tel: +263 772 354990                               Tel: +263 772 392532

Email: [email protected]                     Email: [email protected]

Please note that you have a right to escalate your complaint to the Reserve Bank, any available alternative dispute resolution mechanism or the Court if dissatisfied with the outcome of our complaints resolution process.

Summary of our Complaints handling procedure is available in each branch.