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Customer Complaints Redressal Mechanism
At Bank of Baroda Tanzania Limited, we are committed to treating all customers fairly and professionally. Lodging a complaint is free of charge.
1. How to Lodge a Complaint
Customers may register complaints through any of the following Complaint channels:
Channel Details Email bobdar@bankofbaroda.co.tz for Dar es salaam Main Branch
bobaru@bankofbaroda.co.tz for Arusha Branch
bobmwa@bankofbaroda.co.tz for Mwanza Branch.
bobkar@bankofbaroda.co.tz for Upanga BranchBranch - Visit any Bank of Baroda Branch and speak directly to the Branch Manager to lodge your complaint; or
- Submit your complaint in writing and place it in the Suggestion Box available at the branch
Website www.bankofbaroda.co.tz
2. Complaint Handling Process
Upon receiving your complaint, Bank of Baroda Tanzania Limited will follow the procedures below:
- A bank employee will request the necessary information and supporting documentation required to facilitate investigation of the complaint. Customers are required to provide accurate and complete information to enable the bank to investigate and resolve the complaint effectively.
- The bank employee will provide the customer with a complaint reference number and advise on the expected timeframe for resolution.
- The bank will investigate and resolve the complaint within the timeframe stipulated under the applicable Financial Consumer Protection Regulations.
- The bank will communicate the outcome/resolution of the complaint to the customer through the customer's preferred communication channel.
3. Internal Complaint Escalation Process
If you are not satisfied with the resolution provided by the Bank, you may escalate your complaint to senior management through the following levels:
Level 1- Head of Operations;
Bank of Baroda Tanzania Limited,
Ohio/Sokoine Drive, P.O. BOX 5356Email: operations.tanzania@bankofbaroda.co.tz
Level 2 -Deputy Managing Director;
Bank of Baroda Tanzania Limited,
Ohio/Sokoine Drive, P.O. BOX 5356Email: dmd.tanzania@bankofbaroda.co.tz
4. Appeal or Escalation to the Bank of Tanzania
If you remain dissatisfied with the Bank's resolution, or if you do not receive a response within the timeframe stipulated under Consumer Protection Regulations, you may escalate your complaint to the Bank of Tanzania – Financial Consumer Protection Unit within fourteen (14) days.
Complaints should be submitted to the Bank of Tanzania through the following channels.
Channel Details Email complaints-desk@bot.go.tz Website Through Financial Complaints Management System (SEMA na BOT) using the link https://semanabot.bot.go.tz or by searching in searching engine by typing “Sema na BOT” Mobile application Through Sema na BOT mobile application Phone 0800111100 -
Utaratibu wa Kushughulikia Malalamiko ya Wateja
Benki ya Baroda Tanzania Limited, tumejizatiti kuwahudumia wateja wote kwa haki,usawa na weledi. Kuwasilisha malalamiko hakuna gharama yoyote.
1. Jinsi ya Kuwasilisha Malalamiko
Wateja wanaweza kuwasilisha malalamiko kupitia njia zifuatazo za mawasiliano:
Njia Maelezo Barua pepe bobdar@bankofbaroda.co.tz for kwa Tawi Kuu la Dar es Salaam
bobaru@bankofbaroda.co.tz kwa Tawi la Arusha
bobmwa@bankofbaroda.co.tz kwa Tawi la Mwanza
bobkar@bankofbaroda.co.tz kwa Tawi la UpangaTawi la benki - Tembelea Tawi lolote la Benki ya Baroda na uzungumze moja kwa moja na Meneja wa Tawi ili kuwasilisha malalamiko yako; au
- Wasilisha malalamiko yako kwa maandishi na uyaweke kwenye Sanduku la maoni linalopatikana kwenye tawi.
Tovuti www.bankofbaroda.co.tz
2. Mchakato wa Kushughulikia Malalamiko
Baada ya kupokea malalamiko yako, Benki ya Baroda Tanzania Limited itafuata taratibu zifuatazo:
- Mfanyakazi wa Benki ataomba taarifa muhimu pamoja na nyaraka zinazohitajika ili kuwezesha uchunguzi wa malalamiko. Mteja anatakiwa kutoa taarifa sahihi na kamili ili kuiwezesha Benki kuchunguza na kutatua malalamiko kwa ufanisi.
- Mfanyakazi wa Benki atampatia mteja namba ya kumbukumbu ya malalamiko na kumjulisha muda unaotarajiwa wa kushughulikia na kutatua malalamiko hayo.
- Benki itachunguza na kutatua malalamiko ndani ya muda uliowekwa chini ya Kanuni husika za Ulinzi wa Watumiaji wa Huduma za Kifedha.
- Benki itamjulisha mteja kuhusu matokeo au utatuzi wa malalamiko kupitia njia ya mawasiliano aliyochagua mteja.
3. Utaratibu wa Kuwasilisha Malalamiko Ngazi ya Juu Ndani ya Benki
Iwapo hujaridhika na utatuzi uliotolewa na Benki, unaweza kuwasilisha malalamiko yako kwa uongozi wa juu wa Benki kupitia ngazi zifuatazo:
Ngazi ya 1 – Mkuu wa Uendeshaji (Head of Operations);
Benki ya Baroda Tanzania Limited,
Ohio/Sokoine Drive, S.L.P. 5356Barua Pepe: operations.tanzania@bankofbaroda.co.tz
Ngazi ya 2 – Naibu Mkurugenzi Mtendaji (Deputy Managing Director);
Benki ya Baroda Tanzania Limited,
Ohio/Sokoine Drive, S.L.P. 5356Barua Pepe: dmd.tanzania@bankofbaroda.co.tz
4. Rufaa au Kuwasilisha Malalamiko kwa Benki Kuu ya Tanzania
Iwapo bado hujaridhika na utatuzi uliotolewa na Benki, au endapo hutapokea majibu ndani ya muda uliowekwa chini ya Kanuni za Ulinzi wa Watumiaji wa Huduma za Kifedha, unaweza kuwasilisha malalamiko yako kwa Benki Kuu ya Tanzania – Kitengo cha Ulinzi wa Watumiaji wa Huduma za Kifedha ndani ya siku kumi na nne (14).
Malalamiko yanapaswa kuwasilishwa kwa Benki Kuu ya Tanzania kupitia njia zifuatazo:
Njia Maelezo Njia complaints-desk@bot.go.tz Tovuti Kupitia Mfumo wa Usimamizi wa Malalamiko ya Kifedha (SEMA na BOT) kwa kutumia kiungo https://semanabot.bot.go.tz au kwa kutafuta kwenye injini ya utafutaji kwa kuandika "Sema na BOT". Programu ya Simu Kupitia programu ya simu ya Sema na BOT. Simu 0800111100