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What to do when you have a complaint?

This information was put together to show you, our Number One customer, how to make a report if you are not satisfied with the level of service you have received from us because, at Sterling, we welcome all customer suggestions/feedback and complaints.

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To help us resolve your complaint as quickly as possible please ensure the following details are provided:

  • Your Account number
  • Your unique case reference number e.g. (SBNXXXX)
  • A description of your complaint with details (names, date, amount, as the case may be)
  • Details of what you would like us to do to put it right.
  • Copies of any relevant letters, correspondence, and/or additional documentation

You should expect to receive

  • An acknowledgment of your complaint within 24 hours (An email alert containing details of your complaint, your unique case Identification number, and the timeline for resolution.)
  • We will also communicate to let you know if further investigation is required to resolve your complaint.
  • Once your complaint has been resolved, you will get a case closure email containing details of your case and the action taken to resolve it.

Ways to get in touch with us

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Our 24/7 Customer Care Lines

Call our 24/7 customer care lines on 07008220000 or 02018888822 to speak with a representative (Call rates apply)

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WhatApp

We've made getting help as easy as sending a text. Reach us on 09161201000 to chat with a representative. Support is available 24/7

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Naya

Your go-to AI banking assistant. Whether you need personalized advice or the latest scoop on products and events, Naya has you covered.

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Our 24/7 Customer Care Lines

Call our 24/7 customer care lines on 07008220000 or 02018888822 to speak with a representative (Call rates apply)

mail

Email

Email your complaint to us at: customercare@sterling.ng or kiki@sterling.ng

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Social Media

Talk to us directly through our social media handles Twitter: @Sterlinghelp Instagram: Sterlinghelp Facebook: Sterling bank

Website

Our Website

Visit sterling.ng/complaints on our website and fill out our complaint form. Someone will definitely reach out to you.

letter

Mail Letters

Letters may be addressed to: Head Customer Experience,
Sterling Towers
20 Marina, Lagos.

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Walk-In (In-person)

In person by speaking to our customer experience personnel at our branches. Please note that you may be required to fill out a complaint/request form.

Still not satisfied?

We aim to resolve your complaints promptly. However, if there is still a reason for dissatisfaction and a grievance that has not been addressed; we have an ombudsman desk that will ensure the resolution of your issues/concerns in a satisfactory manner.

Find out more in the FAQ section below.

FAQs
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FAQ

Frequently Asked Questions

All you need to do is click the link in the case closure email that says not satisfied with the way this complaint was resolved, include your details and your complaint will be reviewed again.

While reviewing your complaint, we will do the following:

  •   Reach out to you via telephone to provide a resolution to your complaint.
  • If the complaint cannot be resolved on the call, we will tell you how long it will take to resolve it and continue to provide updates up until resolution.

We reiterate our commitment to providing excellent service to you at all times, as you are the heart of our business.

FAQ

Frequently Asked Questions

All you need to do is click the link in the case closure email that says not satisfied with the way this complaint was resolved, include your details and your complaint will be reviewed again.

While reviewing your complaint, we will do the following:

  •   Reach out to you via telephone to provide a resolution to your complaint.
  • If the complaint cannot be resolved on the call, we will tell you how long it will take to resolve it and continue to provide updates up until resolution.

We reiterate our commitment to providing excellent service to you at all times, as you are the heart of our business.

Save our number, 09161201000, as “Sterling Bank Support.” Send “Hello” on WhatsApp, and we’ll guide you from there!

We’re here to answer questions about your account, assist with inquiries, provide information on Sterling’s products, and guide you through our digital services.

No, this channel is for support only. For transactions, use our OneBank App, dial *822#, or use your Sterling debit card. Corporate customers can use Sterlingpro.

We’re available 24/7 for support whenever you need it.

Only trust messages from our official WhatsApp number, 09161201000. For any concerns, email us at frauddesk@sterling.ng or contact our support team.

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