Putting our customers first

The customer experience charter is our commitment to offer you our customer, a positive memorable experience at all our touch points at all times.

Customer experience charter

The Lordship of Jesus Christ

Champion The Customer

Agile Innovations That Make a Difference

Trust and Accountability

Respect for Each Other and Communities We Serve

Always Act with Integrity

The Power of Diversity and Inclusion

The charter stipulates the service standards that you shall receive at all our branches, agents and other alternative channels. The charter outlines the obligations that enable us to build a healthy lasting financial relationship with you.

This commitment is underpinned in our core values:

Our commitment to you

Carry out all our operations in accordance with the laws and regulations of Kenya
Deliver innovative financial products and services to you with passion in a consistent, error free, seamless and timely way
Provide you with complete, accurate, consistent and easy to understand information about Faulu, products and services in a timely manner to enable you to make an informed decision
Faulu staff and agents shall treat you with respect in a dignified, courteous, fair, ethical and impartial manner while being honest in giving you professional, timely and friendly service
Hold all your information in confidence
Offer all the products and services through a liable (available all the time) and convenient banking and payment system
Listen to you actively and act responsively.

We at Faulu bank commit to delight you at all times, we shall:

Your rights

Select the channel to access the bank products and services- Branch, agent, mobile, ATM
Give feedback & receive feedback from the bank- compliments, suggestions and complaints.
Bank information and interpretation from bank officials in a manner that meets your need.
To one-month notice of changes in product pricing and to quarterly bank performance.
To be treated in a professional manner.

Our customers have a right to: