The United Bank for Africa has introduced a new portal to hasten the resolution of customers’ complaints.
A statement from the bank on Thursday revealed that the Quick Response solution called the ‘Scan to Resolve Complaint’ was aimed at enhancing satisfaction and swiftly addressing customers’ disputes.
It said that the portal could resolve a variety of concerns, including challenges around failed transactions, which would be quickly resolved from the comfort of their homes and business places without a need to visit a physical branch.
A report by The PUNCH revealed that complaints from customers of five banks rose by 117 per cent to 6,865,217 year-on-year as of June 2023 from 3,156,704 complaints as of the same period in 2022.
Speaking on the new ‘Scan and Resolve Complaint’ portal, UBA’s Head of Digital Banking, Olukayode Olubiyi, explained that with the platform, difficulties with transactions on the web, point of sale machines and Automated Teller Machines would immediately get responses and be treated within 72 hours.
“Our customers are at the heart of our business, that’s why we keep going the extra mile to constantly innovate in a bid to satisfy them. As the name implies, Scan and Resolve Complaint is a solution-driven portal which attends to complaints and issues of customers fast and promptly,” he explained.
According to Olubiyi, the portal is loaded with many benefits, including ease of transactions.
“Henceforth, customers are only required to scan and log in complaints while each complaint would be integrated into the portal register to make resolution seamless which also reduces customer hassles,” he noted.
He added that when those complaints are made, there would be an instant verification process and notifications would be sent to customers while resolution would commence immediately with the overall aim to satisfy customers.
UBA’s Group Head of Customer Experience, Michelle Nwoga, declared that the bank was always on the look-out to provide exceptional services to customers.
