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Customer Care

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Feedback

We appreciate your feedback


Customer satisfaction is our priority. This is why we strive for service excellence in all our interactions with you. However, there may be times when we fall short of meeting your expectations.

So, whether you have a compliment, comment or complaint, your feedback is valuable to us as it offers us the opportunity to improve our service to you.

Compliment/Comment/Suggestion:


Kindly fill out our Feedback Form: Click here
Alternatively you can send us an email at customercare@rfhl.com or fill out a comment card, which is available at our branches.

Complaints

Complaint?


  • Kindly contact your branch (in person, telephone, fax or email).
  • Provide the staff member with the details of the complaint (dates, account number etc).

Still not happy with the outcome?


Please contact our Customer Care Centre and a Customer Care Official will work with you and the branch to quickly solve the matter.

Frequently Asked Questions

Feedback FAQs


I filled out a comment card at the branch. How will I know if it was received by the Customer Care Centre?
Once the comment card is received at the Customer Care Centre you will be acknowledged via telephone or email within 48 hours.
If I send in a compliment for a staff member, is the staff member notified?
Yes, the staff member and his or her manager will be notified in writing.
I sent a suggestion to improve service but it was never implemented.
We forward all suggestions/ comments to the respective departments for consideration in their decision making process.

Complaints FAQs


Can I send my complaint to the Customer Care Centre without going through my branch?
Yes, however it will be forwarded to the Branch Sales Manager for investigation and feedback provided accordingly.
Once my complaint is referred to the Customer Care Centre, how soon will it be resolved?
We acknowledge each complaint by the next business day and we resolve within 3 business days. There may be times when the complaint is too complex and cannot be resolved within this period. However when this happens, the Customer Care Official will provide you with regular feedback to keep you updated on the matter.
The Customer Care Centre resolved my complaint but I am still dissatisfied. What can I do?
The Customer Care Centre is our final stage for handling your concerns and complaints. If you are still dissatisfied, please feel free to refer the matter to the Office of the Financial Services Ombudsman. This is an independent body which gives impartial and prompt resolutions to customers regarding complaints that have not been resolved satisfactorily with their financial institutions. You can contact the office at the address below:

Office of the Financial Services Ombudsman
1st Floor Central Bank Building
Eric Williams Plaza, Independence Square
Port of Spain
Telephone: 625-4835 exts: 2650; 2657; 2675; 2681
Fax: 627-1087
Email: info@ofso.org.ttt
Contact

Contact


Republic Bank Limited 
Customer Care Centre 
Tel: +1 (868) 625-4411
Email: customercare@rfhl.com
Website: www.republictt.com

For Credit Card & Internet Banking enquiries please call our 24/7 Call Centre at 627-3348