Pro-consumer agency calls on banks to resolve consumer complaints promptly, as Access Bank team visits

The Competition and Consumer Protection Commission- Zambia (CCPC) has called on financial institutions to quickly address consumer complaints before they escalate to the Commission.

CCPC Executive Director, Eunice Hamavhwa, said financial institutions have an obligation to minimise complaints by resolving them effectively.

Hamavhwa said this during a courtesy visit by Access Bank team on September 23, 2025, according to a statement issued in Lusaka on Wednesday by the CCPC Communications department.

She emphasised that consumers should be granted access to branch managers whenever they were dissatisfied with services to ensure grievances were addressed at the earliest stage possible.

“Timely complaint resolution not only protects consumer rights but also strengthens trust between financial institutions and their clients,” Hamavhwa said.

In response, Access Bank Zambia Limited Head of Customer Experience, Nicholas Muneku, said the bank had introduced a Fresh Desk platform which enabled customers to lodge complaints and track progress until resolution.

He explained that clients were kept informed at every stage of the process, a measure that had significantly reduced the number of unresolved complaints.

“Access Bank conducts regular staff training to enhance service delivery and ensure employees are well equipped to handle customer concerns professionally,” Muneku said.

The Access Bank team also thanked the Commission for the support during the merger of the African Banking Corporation (ABC) and Atlas Mara.

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