G r e e n l a n d F e d h a P L C

Customer Service Standards

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Customer Service Standards

CSR

Customer Service Standards

Our Commitment to you:

We Undertake to:

- Treat our clientele with respect, Fairness, Integrity and dignity
- Treat all your personal information as private and confidential, and ensure that it shall be secure
- Provide you with clear, relevant and timely information to help you make informed decision about our products and services
- Respect your different opinions
- Use your feedback to help us improve our services

Customer Support:

Our branch offices are operational on weekdays only; Monday to Friday from 8:00 AM to 5 PM. Customers may visit their nearest factory offices to lodge complaints, give suggestions or compliments. The customers may visit physically or call the telephones on our contacts page.

Service Promise:

- Your calls will be answered within three rings and professionally.
- Emails will be responded to within 8 working hours.
- Customer registrations through the Biometric Security Solutions will be done within 10 minutes and the whole process will be completed within 12 hours.
- Loan processing will be done within 15 minutes and disbursement to be completed within 12- 48 hours.
- Customer account statements are available immediately upon request.
- Other services e.g balance enquiry, self appraisal, loan terms etc are available on the PESA ULIPO platform (Dial *346# on your phone).

Communication:

- We shall endeavour to have fair, clear and non-misleading promotional and advertising material.
- We shall ensure that information is written in simple language and in a legible font which is easily readable.