Our Pledge

• We will treat customers’ personal information as private and confidential while ensuring the safety and security of the usage of this information.
• We will endeavor to maintain up-to-date information on your account in our systems.

We commit to providing you with reliable services you can trust as follows:

• Our ATM machines will be available to you 24 hours a day except when being temporarily serviced.
• Execute all money transfer orders same day.
• Communicate a decision ( if all documentation has been provided) to your credit application as follows:
  • Personal credit — within 48 hours
  • SME credit — within 14 working days
  • Corporate credit — within 30 working days
• Execute all guarantees and bonds (under approved limits) as follows:
  • Cash covered bid bonds — same day
  • Non Cash covered bid bonds and guarantees within 48 hours
• Serve you at all tills within 5 minutes, and a maximum of 15 minutes for all other transactions.
• Complete your personal account opening within 25 minutes and, your business account, within 48 hours of satisfying the standard documentation.
• Issue a cheque book within 3 working days and an ATM card within 5 working days.

• We will provide clear, relevant, and timely information to help customers make informed decisions about our products and services.
• All our branches will display Tariff posters with fees, charges, and commissions in relation to the different products and services on offer.
• We shall provide at least 14 days’ notice to you of intention to close an account if not operated in a satisfactory manner or if not compliant with regulatory policies.
• We will keep customers informed, through various channels (e.g. over the internet, by telephone, email or at our branches) of available products and services. Customers may contact us for information or provide feedback through these channels.

• We commit to respond to all queries within 48 hours, offering a swift resolution for all complaints and provide a formal written response within two weeks.
• We commit to receiving your inquiries, concerns, or comments via the channels below:-
  • Email feedback@boauganda.com
  • WhatsApp number +256 717 800 508
  • Toll-free number 0800 100 140
  • Telephone number +256 414 302 111/001
  • Social media handles - Facebook – bankofafricaug, Twitter- @BankOfAfrica_Ug and Instagram- boauganda
  • Suggestion boxes available at all our branches
  • A letter mailed to our branch post office box or Head Office P.O. Box 2750, Kampala
  • A letter dropped the Relationship Officers desks at any of our branches
  • Talk to our Customer Service personnel at any of our branches