FBN Obtains ISO 10002 Certification [2015]

First Bank of Nigeria Limited (FBN) has again achieved ISO 10002 certification – an international certification on Complaints Management.

The certification was achieved on 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 its operational efficiency in identifying trends and the underlying 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, FBN has again become the first institution in Nigeria, to obtain an internationally recognised 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 Institute (BSI).

According to FirstBank’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 FirstBank brand, underpinning its commitment towards the resolution of all customer concerns.

In his words:

“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.”