We always want to provide perfect service. But, sometimes, things do go wrong and we want you to tell us when you’re unhappy with our products or service. By complaining, you enable us to put things right and improve our service to you and all our esteemed customers.

We are committed to review all complaints fairly and promptly and aim to resolve complaints at first point of contact. We will regularly update our customers and handle complaints in compliance with all laws and regulatory requirements.

Our minimum complaint handling standards

How to raise a complaint to NBC
Jinsi ya kuwasilisha malalamiko NBC
  • To register your complaint, please visit any of our branches and speak to any front-line employee or call our contact centre on: +255 (0) 768 984 000 or +255 (0) 222 193 000; email at contact.centre@nbctz.com or complete the feedback form online
  • Kuwasilisha malalamiko yako tafadhali nenda kwa mfanyakazi wa NBC kwenye sehemu ya utoaji huduma kwa wateja katika tawi la NBC ulilotembelea au piga simu kwenye kituo chetu cha huduma kwa wateja. kwa kutumia
    namba zifuatazo +255 768 984 000 au +255 222 193 000 au kwa barua pepe contact.centre@nbctz.com au jaza fomu ya mrejesho kupitia tovuti hii.
Please note that the following procedures will be followed:
Tafadhali tambua kuwa taratibu zifuatazo zitafuatwa:
  • Our employee will request all necessary information from you and verify the correctness
  • Our employee will provide you with a complaint reference number and will advise you on the time that it will take to resolve your complaint
  • The resolution will be communicated to you according to the preferred means of communication (email, letter or telephone)
  • Mfanyakazi wa NBC atahitaji taarifa muhimu kutoka kwako na kuzihakiki
  • Mfanyakazi wa NBC atakupatia namba ya kumbukumbu ya malalamiko yako na utajulishwa siku ambapo malalamiko
  • yako yatakuwa yameshughulikiwa
  • Mawasiliano kati yako na NBC kuhusiana na utatuzi wa malalamiko yako yatafanywa kupitia barua pepe, njia ya posta au njia ya simu
Not satisfied with our response?
Hujaridhishwa na suluhisho ulilopewa?
  • If you are not satisfied with the resolution, you are free to log your dissatisfaction and the branch will escalate the dissatisfaction complaint to our customer complaint centre. Should you still be dissatisfied, you may escalate to NBC Senior management:
  • Should you still be dissatisfied with our resolution or the complaint has surpassed our 21-day resolution period from date of logging, you may forward your complaint to the Bank of Tanzania (BOT) Complaints Resolution Desk within 14 working days. If it is a complicated matter, you will have an extension of not more than 14 working days.
  • Kama hautaridhishwa na suluhisho utakalopewa, tawi husika la NBC litawasilisha kutoridhishwa kwako kwenye kitengo kinachoshughulikia malalamiko ya wateja kilichopo makao makuu ya NBC. Na kama bado hautaridhishwa na suluhisho unaweza kuwasiliana na wakurugenzi wafuatao:
  • Na kama bado hautaridhishwa na suluhisho kutoka NBC, au haujapokea majibu ya malalamiko yako ndani ya siku 21 za kazi toka ulipowasilisha malalamiko unaweza kupeleka malalamiko yako kwenye Dawati la usuluhishi wa malalamiko ya wateja la Benki Kuu ya Tanzania (BOT) ndani ya siku 14 za kazi. Kama ni suala lenye utata, utaongezewa siku zisizozidi 14 za kazi.
The Bank of Tanzania (BOT) Desk considers the following complaints as ineligible:
Ili malalamiko yaweze kutatuliwa na Dawati, ni lazima yakidhi vigezo vifuatavyo
  • A complaint that is raised more than 14 days after NBC has delivered its decision, except for complicated matters
  • A complaint that is raised after 2 years since the incident that led to the complaint
  • A complaint that is or has been subject to court proceedings before a court or tribunal
  • A claim of which the total monetary value in respect of claim and remedy to be awarded exceeds TZS15 million
  • Malalamiko hayo yawe yamewasilishwa ndani ya kipindi cha siku kumi na nne(14) baada ya
  • NBC kufanya maamuzi yake au kushindwa kuyapatia ufumbuzi malalamiko yako, isipokuwa kwa masuala
  • yenye utata ambayo yameongezewa siku 14 za kazi
  • Malalamiko ambayo yametokea katika kipindi kisichozidi miaka miwili (2) iliyopita tangu lilipojitokeza.
  • Lalamiko lisiwe linashughulikiwa mahakamani
  • Lalamiko lisizidi kiwango cha shilling za kitanzania million 15
Where to get BOT complaints forms:
Utapata wapi fomu ya malalamiko za BOT:
  • The BOT complaints forms are available in all NBC branches and an NBC customer service champion will guide you on how to complete the forms
  • The complaint should be on a prescribed form, which is to be completed and signed by the complainant and submitted to BOT by way of hand, post or facsimile (fax no. +255 22 223 4067)
  • All complaints should be addressed to:
Bank Of Tanzania,
The Complaints Resolution Desk
Office of the Secretary of the Bank,
2 Mirambo Street,
PO Box 11884, Dar es Salaam.
  • Fomu za malalamiko za BOT zinapatikana kwenye matawi yetu na mfanyakazi wa huduma kwa wateja wa NBC atakuelekeza jinsi ya kujaza
  • Fomu ya malalamiko inaweza kuwasilishwa Benki Kuu ya Tanzania kwa kupitia sanduku la posta, kwa mkono au faksi namba +255 22 223 4067 baada ya kujazwa na kusainiwa na mlalamikaji
  • Malalamiko yote yatumwe kupitia anuani ifuatayo:

Benki Kuu ya Tanzania,
Dawati la Usuluhishi wa Malalamiko,
Ofisi ya Katibu wa Banki,
Mtaa wa 2 Mirambo,
S.L.P 11884, Dar es Salaam.

How to contact us:
Jinsi ya kuwasiliana nasi:
Please visit any NBC branch close to you.
Call NBC Contact Centre on +255 (0) 768 984 000 or +255 (0) 222 193 000
Tafadhali ¬fika kwenye tawi lolote la NBC
Piga simu NBC kitengo cha huduma kwa wateja kupitia namba +255 768 984 000 au +255 222 193 000
Cost implications:
Gharama:

Sending a complaint or suggestion is free. However, calling the contact centre is charged at normal call rates, based on the mobile service provider that you are using.

Kutuma malalamiko/pongezi au maoni ni bure hata hivyo, kupiga simu huduma kwa wateja kutalipiwa kwa kiwango cha kawaida cha kupiga simu kulingana na mtandao wa simu unaotumia.
Submit complaint
Tuma lalamiko

Need more information or assistance?

Call us:

+255 76 898 4000 | +255 22 219 3000 | +255 22 551 1000
contact.centre@nbctz.com

Contact usFind a branch