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Appeals Procedures

An Appeals process is available to all customers who are not satisfied with the decision on their business proposal taken by Management. An appeal may be advanced by writing to the Chief Executive Officer.

Complaints Procedures

We also pledge to provide you with consistent information on our products and services at all times. We value your feedback, if any member of our staff has impressed you in any way; please let us know so that we can continue to enhance your service experience. If we have not delivered to your expectations please bring it to our attention at the earliest opportunity and we will do our best to rectify the situation as quickly as possible.

The following is the channel that should be used to register complaints

STEP 1

Client Service

The Customer Advisor will register your complaint and will offer a solution to your complaint.

STEP 2

Client Service Centre Manager

If the Client Service is not able to resolve the complaint, it will be escalated to the Client Service Centre Manager (CSCM), within the Client Service Centre. The CSCM will review the complaint and attempt to resolve it to your satisfaction

STEP 3

Regional Manager (South/North)

The Regional Manager in your area will assist you if the CSCM is not able to resolve the complaint.

STEP 4

Head of Client Relations

If the Regional Manager is not able to resolve the complaint, it will be referred to the Head of Client Relations.

STEP 5

Head: Lending

The Head of Lending will handle further escalated complaints should they be not resolved.

STEP 6

Communications Manager

If all the above channels have been exhausted, the complaint will be escalated to the Communications Manager.