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Guaranty Trust Bank (the Bank) is committed to improving the quality and standard of its products, services and processes while ensuring an exceptional Customer experience is maintained at all times.

We acknowledge that occasionally customers may have cause to be dissatisfied with our product and/or service. In such situations, we will take actions to resolve their complaints and turn them to learning points for service improvement.

A complaint is an “expression of dissatisfaction made to or about an organization, relating to its products, services, and staff response on the resolution of a complaint- whether explicit or implicit, expected or legally required’’.

This policy provides a step by step guide to customers on how to log complaints and how such complaints are treated by the Bank.

Our front line staff have been empowered to properly review and investigate complaints received while providing a one-stop resolution.

Channels of Complaints

We encourage you to make complaints through the following channels:

  • Complete feedback/complaints form via the Help Centre on our Website or Online Banking Applications (Internet Banking, GTMobile & GTWorld)
  • Call our Interactive Contact Center (GTConnect) on 01448000, 070 0482 6663 28, 080 2900 2900, 080 3900 3900, 081 3985 6000 to speak with a Customer Service representative
  • Visit any GTBank branch to speak directly to any of our Customer Service Representatives

What We Require to Treat a Complaint

To help us resolve your complaint quickly and efficiently, please include:

  • Your Account details: Account number and name.
  • The Product/Service you are dissatisfied with.
  • Other information about the complaint. Where applicable, include copies of relevant documents.
  • Transaction details, e.g:
    • Amount
    • Date of transaction
    • Channel used for transaction
    • Transaction references number etc.
  • Propose actions to resolve your complaint.

What we do when we receive a Complaint

When we receive your complaint, here is what we do:

  • Automatically log the complaints
  • Send you an acknowledgement email within 24 hours containing an auto generated Ticket Identification Number.
  • Review and investigate the complaint fairly and promptly.
  • Where we require more time to enable us carry out further review/investigation, we notify you and continue to provide updates until the issue is fully and satisfactorily resolved.
  • Provide feedback including action taken to ensure final resolution within the stipulated timeline.
  • Once final feedback is provided, we will carry out a root-cause analysis in order to modify/improve the service or process in question.

What If I am still not satisfied?

If you are dissatisfied with the feedback and outcome of the review carried out on your complaint, you may use our online escalation form providing details and Ticket ID of the complaint which must have been previously reviewed by one of our numerous touch points.

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FAQs

Why is GTB now GtCO? ›

While our bank is now Guaranty Trust Bank Ltd, the text on our logo has changed from GTBank to GTCO to reflect our new status as part of a financial services company. The future of financial services goes beyond banking and we're in the forefront of providing this new range of services to our customers.

What is the meaning of GTCO? ›

Guaranty Trust Holding Company PLC also known as GTCO PLC is a multinational financial services group, that offers retail and investment banking, pension management, asset management and payments services, headquartered in Victoria Island, Lagos, Nigeria.

Why is GTCO share price falling? ›

So why the fall? GTB has over the years led the banking sector in terms of profitability growth, cost-efficiency-driven margins, high return on average equity, and consistent dividend growth. However, since 2019, growth in profits has stagnated as the bank faced stiffer competition and interest income dips.

Is Skye Bank now Polaris? ›

Polaris Bank was established by the Central Bank of Nigeria (CBN) on September 21, 2018 to offer commercial banking services to the Nigerian public. The bank commenced services on the same day, having purchased the assets, and assumed certain of the liabilities, of the defunct Skye Bank.

Who is the CEO of Gtco? ›

Mr Segun Agbaje is the Group Chief Executive Officer of Guaranty Trust Holding Company Plc (GTCO Plc), one of Africa's leading financial services groups with a banking franchise that serves over 37 million customers across ten (10) African Countries and the United Kingdom.

Who is the owner of Access Bank? ›

Who is the group CEO of Gtco? ›

Segun Julius Agbaje (born Olusegun Agbaje; 1964) is the Group Chief Executive Officer of Guaranty Trust Holding Company Plc (also known as GTCO PLC) a multinational financial services group, that offers retail and investment banking, pension management, asset management and payments services, headquartered in Victoria ...

Has Polaris Bank changed its name? ›

The apex bank had, in October 2022, announced the sale of Polaris Bank to Strategic Capital Investment Limited (SCIL), four years after the government took over Skye Bank. The bank was later renamed and over N1 trillion was subsequently injected into the bank.

What is the full name of Gtco? ›

GTCO Plc Goes Live

On July 1, Guaranty Trust Holding Company, also known as GTCO Plc, became the parent company of Guaranty Trust Bank Nigeria, all Guaranty Trust banking and non-banking businesses across Africa and the United Kingdom.

What is Diamond Bank called now? ›

In conclusion of its merger with Diamond Bank, Access Bank unveiled its new logo, signalling the commencement of a new enlarged banking entity. The bank employs more than 28,000 people in 2021.

Which bank changed to Polaris Bank? ›

Skye Bank Plc: Skye bank was bankrupt and sold due to the inability of shareholders to adequately recapitalise the bank even after intervention. In September 2018. Its name was changed to Polaris Bank Limited.

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