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Complaints Handling Procedure

Banque Patronus Limitée Complaints Handling Procedure

At Banque Patronus Limitée, our clients are at the core of everything we do. We are committed to providing exceptional service, and when things don’t go as expected, we take every complaint seriously. Our goal is to address all concerns promptly, fairly, and efficiently, ensuring compliance with all applicable laws and regulations.

Definition of a Complaint

A complaint is any expression of dissatisfaction from a client regarding a financial product, service, or interaction with Banque Patronus Limitée. This may include:

  1. A failure to comply with an agreement, law, regulation, or code of conduct.
  2. Actions or inactions by the bank or its representatives that cause harm, inconvenience, or unfair treatment.
  3. Any other issue that negatively impacts the client's experience with the bank.

How to Lodge a Complaint

  1. Clients can file a complaint in person at the Complaints under of the Bank, by phone, by letter or e-mail.
  2. Efforts will be deployed for complaints to be resolved on the spot. In the case that it has not been possible for the complaint to be resolved on the spot, clients will be advised to submit their complaint in writing at the counter or by letter through the post, facsimile or by email.
  3. Clients should put a complaint to the Bank in writing with full details of the nature of the complaint name and contact details. They should enclose copies of all relevant documents. The Bank will treat all complaints in strict confidentiality although it will obviously have to disclose the details to the institution concerned.
  4. However, the Bank does not normally deal with verbal or anonymous complaints.

Clients can raise their concerns through any of the following channels:

  1. In Writing:

Write to us at:

The Complaints Officer

Banque Patronus

Louis Pasteur Street

Port Louis

  1. By Phone:

Contact our Complaints Officer at +230 2177600. Lines are open Monday to Friday, 9:00 a.m. to 5:00p.m., excluding weekends and public holidays.

  1. Online:

Email us at contact@banquepatronus.com, concerns@banquepatronus.com and we will acknowledge your complaint within 2 working days.

  1. Face-to-Face:

Visit any of our branches or our head office during office hours to speak directly with a representative at our Complaint desk

  1. Feedback Box in the branches in Port Louis and Curepipe

Client can also fill the bank feedback form or send any correspondence as means of raising complaint in the complaint box available in each branch

  1. Through a Relationship Manager:

If you have a designated Relationship Manager, you may choose to raise your complaint during a meeting, over the phone, or via email.

Our Commitment

Upon receiving your complaint, Banque Patronus Limitée commits to:

  1. Acknowledgment:

We will acknowledge receipt of your complaint within 2 working days, confirming that your complaint is under investigation.

  1. Investigation:

If we have not resolved the matter within 10 days, we will contact you to provide an update and aim to resolve the issue within 30 days.

  1. Resolution:

A verbal and written response will be provided upon the conclusion of our investigation, detailing the outcome and any remedial actions taken.

Escalation Process

If you are not satisfied with the outcome:

  1. Further Escalation:

You may escalate your complaint by writing to the Chief Executive Officer at the address provided above.

  1. External Review:

If you are still not satisfied with our you may refer your complaint to the Office of Ombudsperson for Financial Services on the below contact details:

Office of Ombudsperson for Financial Services

8th Floor, SICOM Tower,
Wall Street, Ebene CyberCity,
Mauritius
Telephone: +230 468 6475
Fax: +230 468 6473

In your communication with the Ombudsperson, please ensure you specify:

  1. The nature of your complaint
  2. The redress sought
  3. Reasons for your dissatisfaction

Additionally, include copies of the original complaint, the response received from us, and any other relevant documents.we also provide special assistance to clients having disability or language problems

At Banque Patronus Limitée, we are dedicated to resolving all client concerns with fairness, efficiency, and respect. Your feedback is crucial to our continuous improvement, and we strive to ensure your satisfaction at every step.