Complaints Procedure

In providing its services, NWB Bank acts with due care and in a customer-friendly manner, considering the interests of all its external stakeholders. We make every effort to serve you, our customer, to the best of our ability. However, if you should be dissatisfied with our services or we have not lived up to your expectations, please inform us of this immediately. We will do our utmost to handle your complaint as quickly and correctly as possible.

Submitting your complaint
Complaints may be submitted by email to

We will consider your complaint as soon as we receive it. We will send you written confirmation within two working days of receipt of your complaint.

Investigation and assessment
We will investigate your complaint and let you know how we intend to resolve it as soon as we can.

Having resolved your complaint, we will take specific action (where necessary) in order to prevent a repetition.

The complaint, its resolution and any action taken will be recorded and this record will be retained for at least a year following resolution of the complaint.