To register your complaint, please visit any of our branches and speak to any front-line employee or call our contact center on: +255 (0)746 984 610 or  +255 (0)789 784 302

email at customerservicetz@ubagroup.com

Please note that the following procedures will be followed:

• Our employee will request all necessary information from you and verify the correctness.
• 
  
• Our employee will provide you with a complaint reference number and will advise you on the time that it will take to resolve your complaint.
• 
  
• The resolution will be communicated to you according to the preferred means of communication (email, letter or telephone).

Not satisfied with our response?

• If you are not satisfied with the resolution, you are free to log your dissatisfaction and the branch will escalate the dissatisfaction complaint to our customer complaint center. Should you still be dissatisfied, you may escalate to UBA Senior management:
  • UBA CFC Head: hellen.wilbard@ubagroup.com
  • UBA Chief Operating Officer: flavia.kiyanga@ubagroup.com

Still not satisfied?   

• Should you still be dissatisfied with our resolution or the complaint has surpassed our 21-day resolution period from date of logging, you may forward your complaint to the Bank of Tanzania (BOT) Complaints Resolution Desk within 14 working days. If it is a complicated matter, you will have an extension of not more than 14 working days.

The Bank of Tanzania (BOT) Desk considers the following complaints as ineligible:

• A complaint that is raised more than 14 days after UBA has delivered its decision, except for complicated matters.
• 
  
• A complaint that is raised after 2 years since the incident that led to the complaint.
• 
  
• A complaint that is or has been subject to court proceedings before a court or tribunal.
• 
  
• A claim of which the total monetary value in respect of claim and remedy to be awarded exceeds TZS15 million.

Where to get BOT complaints forms:

• The BOT complaints forms are available in all UBA branches and an UBA customer service officer will guide you on how to complete the forms
• The complaint should be on a prescribed form, which is to be completed and signed by the complainant and submitted to BOT as per below contacts.
• 
  
• All complaints should be addressed to:

•  
• The Governor,
• Bank of Tanzania,
• 2 Mirambo Street,
• P.O. Box 2939,
• 11884 Dar es Salaam,
• Phone: +255-22-22344189
• Fax: +255-22-2234189

e-mail: complaints-desk@bot.go.tz

facsimile: +255 22 223406

Our employee will request all necessary information from you and verify the correctness.

Our employee will provide you with a complaint reference number and will advise you on the time that it will take to resolve your complaint.

The resolution will be communicated to you according to the preferred means of communication (email, letter or telephone).

If you are not satisfied with the resolution, you are free to log your dissatisfaction and the branch will escalate the dissatisfaction complaint to our customer complaint centre. Should you still be dissatisfied, you may escalate to UBA Senior management:

– Head, Customer Fulfillment Center

– UBA Chief Operating Officer

Should you still be dissatisfied with our resolution or the complaint has surpassed our 21-day resolution period from date of logging, you may forward your complaint to the Bank of Tanzania (BOT) Complaints Resolution Desk within 14 working days. If it is a complicated matter, you will have an extension of not more than 14 working days.

A complaint that is raised more than 14 days after UBA has delivered its decision, except for complicated matters

· A complaint that is raised after 2 years since the incident that led to the complaint

· A complaint that is or has been subject to court proceedings before a court or tribunal

· A claim of which the total monetary value in respect of claim and remedy to be awarded exceeds TZS15 million

The BOT complaints forms are available in all UBA branches and an UBA customer service officer will guide you on how to complete the forms

· The complaint should be on a prescribed form, which is to be completed and signed by the complainant and submitted to BOT as per below contacts

· All complaints should be addressed to:

• The Governor,
• Bank of Tanzania,
• 2 Mirambo Street,
• P.O. Box 2939,
• 11884 Dar es Salaam,
• Phone: +255-22-22344189
• Fax: +255-22-2234189

e-mail: complaints-desk@bot.go.tz

facsimile: +255 22 223406