Complaints/Feedback

Our customers are at the heart of our organisation. As such, one of our core objectives is to provide you with a seamless banking experience. As a customer using our different services, we value your feedback/inputs and welcome them as a way for us to enhance our services to you.

How to contact us?

1. Talk to any staff member of the Bank whether by visiting a branch, contacting your dedicated Relationship Officer or calling our Customer Service Helpdesk on (+230) 207 0111 (from 8.00 A.M. to 6.00P.M. on weekdays).
2. You can also send your feedback/suggestion/complaint/praise via our form below.
3. In case your request is delayed, kindly contact us from 9.00 A.M. to 4.30 P.M. on weekdays by calling:

i.    Our Complaints Desk on (+230) 202 3531/3533/1703/4155
ii.   The Complaints Lead on (+230) 202 1543 
iii.  The Customer Experience Lead on (+230) 202 3435 
or simply send an email to contact@sbmgroup.mu
 
Handling your complaint
Once we receive your complaint, we will work on resolving the issue on the spot and to your satisfaction. If your complaint requires further analysis, please submit your grievances in writing. We will send an acknowledgement to you within two (2) working days upon receipt and keep you informed about the progress of our actions until we resolve the complaint within ten (10) working days. A written reply, including our decision, will be sent to you within thirty (30) days as from the date the complaint is received.

Appeal process
If your complaint has not been resolved to your satisfaction, you can make an appeal to our Chief Executive by calling his office on (+230) 202 1615 (from 9.00 A.M. to 4.30 P.M. on weekdays) or by sending an email to CE.Secretary@sbmgroup.mu

Escalation to the Office of the Ombudsperson for Financial Services
In the event that you are not satisfied with our response following escalation to all levels of management, we invite you to refer your complaint to the Ombudsperson for Financial Services, enclosing a copy of your complaint made to us, our subsequent reply and any other relevant information/document, at the following address:

The Office of the Ombudsperson for Financial Services
8th Floor, SICOM Tower
Wall Street, Ebene Cybercity
Phone: 468 6475
Fax: 468 6473
Email: ombudspsersonfs@myt.mu
 
Other offices
If you are a customer of a foreign office of our group, please send your request to: