Complaints Handling Procedure

At Zanaco, we are committed to providing you an excellent standard of service. In instances when you are dissatisfied with our service or it falls short of your expectations, we would like to know about it. This will ensure that we address your concerns and improve our services. 

How you can present your complaint 

• Through Our Branch

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

• Through Our 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 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

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

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

Step 3

Should you still not be satisfied with the resolution, contact

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.

If your complaint was not managed to your satisfaction, please contact our regulators below with details of the matter, including your complaint number

Step 4

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

Competition and Consumer Protection Commission,
Plot 3827 Parliament Road Opposite
Mulungushi Conference Centre,
Olympia Park, Lusaka