Customer Information

Customer Education

Welcome to KayVee Microfinance Bank’s Customer Information, outlining how we handle and protect your personal information. As a responsible financial institution, we are committed to complying with data protection regulations and ensuring the security of your data.

FRAUD PREVENTION TIPS:
Protect Your Money

Never share your PIN, password, OTP, or card details with anyone.
The bank will NEVER ask for your PIN or full password.
Always verify suspicious calls or messages before responding.
Report unusual account activity immediately.
Stay alert. Stay secure.

ATM / POS SAFETY

Stay Safe at ATMs & POS Terminals

Shield your PIN while entering it.
Do not accept help from strangers at the ATM.
Always collect your card and receipt.
Report failed transactions immediately.

Your card is personal — keep it secure.

ONLINE BANKING SECURITY AWARENESS

Bank Safely Online

Use strong passwords and change them regularly.
Do not click suspicious links.
Log out after every transaction.
Avoid using public Wi-Fi for financial transactions.

Secure access. Secure banking.

HOW TO LODGE A COMPLAINT

We Are Here to Help

To lodge a complaint:

Visit our Customer Service Desk.
Call our Contact Centre.
Send an email to our official support address.

You will receive an acknowledgement, and your complaint will be treated promptly in line with regulatory timelines. Your feedback matters.

NDIC DEPOSIT INSURANCE AWARENESS

Your Deposits Are Protected

Deposits in this bank are insured by the Nigeria Deposit Insurance Corporation (NDIC) up to the maximum limit approved by law. This provides added protection for depositors in the unlikely event of bank failure.

Bank with confidence.

RIGHTS & RESPONSIBILITIES OF CUSTOMERS

Know Your Rights

As a customer, you have the right to:

Fair and respectful treatment
Clear information about products and charges
Timely resolution of complaints

You are responsible for:

Providing accurate information
Safeguarding your banking details
Reading terms and conditions before signing

Banking is a shared responsibility.

SCAM ALERTS

Beware of Scams

Ignore messages claiming you won a prize you didn’t enter.
Do not respond to requests for urgent transfers.
Verify investment opportunities before committing funds.

If it sounds too good to be true, it probably is.

Report suspected scams immediately.

FINANCIAL LITERACY MESSAGE

Plan Today for a Better Tomorrow

Create a monthly budget.
Save consistently, no matter how small.
Avoid unnecessary debt.
Invest wisely and seek proper advice.

Smart financial decisions build financial stability.

Complaints Handling Policy

Delivering Fair and Timely Resolution

At Kayvee MFB, we are dedicated to providing reliable banking services and maintaining high service standards. We understand that there may be occasions when our customers are dissatisfied. When this happens, we are committed to addressing such concerns promptly, fairly, and professionally.

A complaint refers to any dissatisfaction expressed by a customer regarding our products, services, staff conduct, transaction processing, or prior complaint resolution. This document outlines how customers can submit complaints and how the Bank manages and resolves them.

Channels for Submitting Complaints

Customers may submit complaints through any of the following channels:

Online: Complete the complaint/feedback form available on our website at
🌐 [https://kayveemfb.com.ng/contact-us-2/)
Email: Send details of your complaint to
📧 [contact@kayveemfb.com.ng]
Telephone: Contact our Customer Care Unit on
📞 [+234 815 795 0282]
In-Person: Visit any of our branches and speak with a Customer Service Representative.
Written Correspondence:
Customer Experience Department
Kayvee Microfinance Bank
BW 03/01, Arena Shopping Complex, Oshodi, Lagos. (Former Ecobank Building)

Information Required to Process a Complaint

To ensure efficient handling, please provide:

Account Name and Account Number
Contact Telephone and/or Email Address
Description of the issue
Relevant transaction details (amount, date, channel used, reference number)
Copies of supporting documents (if applicable)
Your expected resolution (where applicable)

Providing accurate and complete information will help speed up the resolution.

Our Complaint Management Process

Upon receiving your complaint, the Bank will:

Register the complaint in our Complaint Management System.
Send and acknowledgement within 24–72 hours, including a unique reference number.
Conduct a fair and objective review of the matter.
Request additional information where necessary.
Provide periodic updates if investigation requires extended time.
Communicate the final outcome within the applicable regulatory timeframe.

Where systemic issues are identified, corrective action will be implemented to prevent recurrence.

Resolution Timeline

The Bank aims to resolve complaints within the following periods:

Routine complaints: Within 7 – 14 days
Complex or investigative complaints: Not later than 30 days

These timelines are guided by applicable regulatory standards issued by the Central Bank of Nigeria (CBN).

If You Are Not Satisfied

If you are dissatisfied with our final response, you may escalate your complaint by visiting any branch to speak with a Senior Officer

If the Bank fails to resolve your complaint within the specified timeline, you may escalate to:

Referral to the Central Bank of Nigeria (CBN)

If your complaint remains unresolved within the stipulated timeline, or you are dissatisfied with the Bank’s final decision, you may refer the matter to:

Consumer Protection Department (CPD)
Central Bank of Nigeria

📧 Email: cpd@cbn.gov.ng
📞 Phone: +234 700 225 5226
🌐 Website: www.cbn.gov.ng

Address:
Plot 33, Abubakar Tafawa Balewa Way
Central Business District
Abuja, Nigeria

Please note that complaints must first be lodged with the Bank before escalation to the CBN.

Customer Assurance

All complaints are handled confidentially. The Bank does not discriminate or retaliate against any customer for submitting a complaint.

2026 Kayvee Microfinance Bank
Licensed by the Central Bank of Nigeria.

Service Standard Notice

At Kayvee MFB, we are committed to providing efficient, transparent, and timely banking services to our valued customers.

Below are our service delivery timelines:

1. Account Opening

Completed within 24 – 48 hours, subject to submission of complete and valid documentation.

2. ATM / Debit Card Issuance (5-7 days)

3. Funds Transfers

Inter-Bank Transfers:
Processed instantly, subject to network/switch availability.

4. Failed ATM / POS / Online Transactions

On-Us Transactions (within our Bank):
Reversal within 3 – 5 working days.

Other Bank Transactions:
Reversal within 5 – 10 working days, subject to interbank settlement process.

5. Customer Enquiries

Response provided within 24 hours of receipt.

6. Complaint Handling & Resolution

Acknowledgement of complaint within 24 hours
• Resolution within 7 – 14 working days, depending on complexity

Where resolution requires third-party involvement, customers will be informed accordingly.

7. Escalation Process

If you are not satisfied with our response, you may escalate your complaint to: Head, Customer Experience / Complaints Unit

Our Commitment

We are committed to:

Fair treatment of all customers
Transparency in fees and charges
Protection of your personal information
Timely and efficient service delivery