Service Commitment

CBA is a financial services company which is moving towards an offering that is more aligned to our customers’ lifestyles. Our aim is for you to be delighted with our services wherever you come into contact with our business.

At CBA, we promise to consistently deliver high standards of service; from reliable financial services to friendly, efficient staff, understanding that without satisfied customers our business cannot grow.

There may be times however when our high standards are not met. If you are not happy with our services in any way, your comments and feedback are welcome. We want to resolve any problems you might have experienced as promptly and effectively as possible and your feedback is invaluable in helping us improve our services for the future.

We aim to resolve all complaints to your satisfaction, quickly and effectively, without the need for the involvement of third parties.

Let us know

The quickest way for your complaint to be addressed is to contact us by telephone or by sending us an email. 

Our Contact Center Team;

A specially trained team able to deal with your comments and complaints and easily accessible via:

Telephone: +254 20 2884444

Mobile: +254 711 056444 or +254 732 156444 Fax: +254 20 2734616


Post: Commercial Bank of Africa Limited, Mara and Ragati Roads, Upper Hill, P.O. Box 30437-00100, Nairobi, Kenya

Our website:

Follow us on Facebook:

Follow us on Twitter:  @CBA_Group_

Opening hours: Our Contact Centre is operational 24 hours, 7 days a week.

How soon can you expect a response?

We will do our best to resolve your complaint immediately and with minimum inconvenience to you. If we are unable to resolve your complaint by the following day, you will receive: 

– A written acknowledgement of your complaint.
– The name and contact details of the staff member dealing with it.

Some complex complaints may take a longer time to resolve. However, even in such cases,  in addition to a written acknowledgement you will be informed about the status of your complaint within 10 working days, and we will provide regular updates on the outcome of our investigations and proposed actions.  

Escalation of your complaints 

If, for whatever reason, you are not satisfied with the response you receive from the above access channels or if you do not hear from us within 10 working days, you can escalate your complaint to: 

Head of Customer Experience

Commercial Bank of Africa Limited

Mara and Ragati Roads, Upper Hill,

P.O Box 30437-00100


You will receive a response within 5 working days of receipt of your complaint

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