Complaints Handling Procedure

At Zanaco, We are committed to providing you with an excellent standard of service. However, we recognise that sometimes our
service may fall short of your expectations and we want you to tell us so we can address your concern(s) as quickly and
smoothly as possible.

What you should expect

• Your complaint will be fully investigated.
• We will attend to your complaint fairly and promptly.
• The cause of the complaint will be identified and steps taken to prevent reoccurrence.

How you can present your complaint 

• Through Our Branch

Present your complaint to our Customer Service Officer(s) or Branch Manager.

• Through Suggestion Box

By dropping your complaint in our Suggestion Box at your local branch.

• Through Your Relationship Manager

By presenting your complaint to your Relationship Manager or Private Banker

• Through Customer Service

By presenting your complaint to Zanaco Customer Service, Head Office.

• Through Our Call Centre

By calling our Contact Centre on 5000 (All networks).

• Through Email

Send an email to: [email protected]

• Through Facebook

By visiting our Zanaco Helpforce Facebook page and sending us a message

• Through WhatsApp

You can also WhatsApp us on 076 111 5000.

• Through Our Website

By visiting the Zanaco website on: www.zanaco.co.zm and selecting the “Submit a
complaint” option.

How we will deal with your complaint 

• We aim to resolve all complaints as and when we receive them. 
• If the complaint requires further investigation, we will send you an acknowledgement within 5 working days. 
• If your complaint remains unresolved within 5 working days, we will send you an update. 
• We will always provide you with a complaint number. 

If, however, you are not satisfied with the way your complaint was handled, you can escalate your complaint through the following channels:

Step 1

If you are not satisfied with the resolution of your complaint, please contact

Head – Client Solutions and Service,
Zanaco Head Office,
P.0. Box 33611,
Lusaka.

Step 2

Should you not be satisfied with the resolution, you can reach out to contact the Executive Head – Client Solutions at the following address:

Executive Head – Client Solutions,
Zanaco Head Office,
P.0. Box 33611,
Lusaka.

Step 3

Should you not be satisfied with the resolution, you can reach out to contact the Chief Executive Officer at the following address:

Chief Executive Officer,
Zanaco Head Office,
P.0. Box 33611,
Lusaka.

Every effort will be made in order to reach a fair and reasonable resolution promptly.

Step 4

However, if you are still not satisfied with our response, please contact Bank of Zambia, enclosing copies of all correspondence at the following address:

Director – Prudential Supervision,
Bank of Zambia
P.O Box 30080,
Lusaka.