FAQs

Frequently Asked Questions

• What happens when I have A Road Accident ?

  When you have a road accident, you should report to the nearest police station and then report to your Equity Bank branch for assistance.

• Complaints Handling Process

  • Lodge complaint at any of our branches, via call center, info@equitybank.co.ke or website: https://equitygroupholdings.com/ke/ We will record your feedback and issue you with a reference number.
  • We will acknowledge you feedback within 48hours.
  • If we cannot resolve the complaint immediately, we will advise on the next cause of action and when to expect feedback from us.
  • We will endeavor to resolve the complaint within 7 working days.  However, should we require more time to it, we will keep you updated with progress every 7 days until the complaint is resolved.
  • Should the resolution not meet your satisfaction, feel free to get back to us with your concerns and we will review the issue and resolution and revert back to you.

• Rights and Obligations

  • T & Cs of products are available on website and as part of account opening form.
  • Data privacy policy included in customer onboarding and account opening forms"

• Transaction Process

  Once all the documents are availed the customer can pay in cash, three consecutive installments or through insurance premium financing.