First Bank Attains ISO 10002 Certification on Complaints Management

First Bank Handover

First Bank of Nigeria Limited, a subsidiary of FBN Holdings Plc has achieved international certification to Complaints Management. The certification was achieved on the heels of the Bank’s drive to improve its management controls and processes that deal with handling customers’ complaints more effectively and efficiently.

The certification has confirmed the Bank’s operational efficiency in identifying trends and the underlying the root of complaints, as well as prompt resolution of complaints whilst it accentuates the Bank’s commitment to delight its stakeholders through a more customer focused approach.

With the ISO 10002 certification, First Bank has again become the first institution in Nigeria, to obtain an internationally recognized certification for complaints handling, benchmarked against global best practice.

The certification was achieved after successfully deploying the service management module of the Customer Relationship Management tool to assist with effective collation, tracking, notification and storage of customer complaints bank wide and a rigorous audit conducted by the British Standard Institution (BSI).

According to First Bank’s Group Executive, Technology and Services, Abdullahi Ibrahim, the Bank’s attainment of this feat reassures our customers of the Bank’s resilience and continuous improvements in line with global best practices. Ultimately, this elevates the First Bank brand, underpinning its commitment towards the resolution of all customer concerns. “This is another competitive advantage we have and it would reinforce the confidence of our stakeholders in their relationship with the Bank and this is consistent with our brand promise to always put our customers first and deliver the ultimate gold standard of value and excellence”, he stated.

First Bank has been the first institution to attain many international certifications such as the ISO 27001, the world’s highest accreditation for information protection and security from the International Organisation for Standardisation (ISO); BS25999 certification, the highest accreditation in Business Continuity Management received from the British Standard Institution. Others include the new international certification on business continuity management ISO 22301; and the Payment Card Industry Data Security Standard (PCIDSS) among others.