File a complaint

Issues, Customer Experience & Feedback

If you have received poor customer service or had a less than satisfactory experience with our products or services, we want to know.

Please share your experience with us if you have faced any issue or inconvenience, such as:

  • Your MCB credit or debit card is not working as expected
  • You are unable to transfer money through MCB Juice or Internet Banking
  • You have tried calling the bank for assistance but you did not receive satisfactory service 

These are just some examples and we welcome any other feedback you may have.

Please fill in the form below to file your complaint.

Please confirm
Please confirm

Complaints escalation process

Should you be unsatisfied with the outcome at the end of the investigation, you may put your complaint in writing to our Complaints Officer on [email protected] 

Appeal process

Should the outcome not meet your expectations, a final appeal may then be escalated to our Complaints Manager on [email protected]

Escalation to the Office of the Ombudsperson for Financial Services 

Should the ultimate outcome not meet your expectations or should you not receive a reply after a period of 10 days as from the date the complaint was made, you may escalate your complaint to: 

The Office of the Ombudsperson for Financial Services, 
8th floor, SICOM Tower, 
Wall Street, Ebene Cybercity 
Phone: (230) 460 0473 or 460 0474
Fax: (230) 468 6473
Email: [email protected]


Do you have questions about our products and services?

We have a comprehensive list of frequently asked questions which you might find useful. If you are facing any issues or have any queries, please don’t hesitate to contact us.

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