Help Centre

The UBA Customer Fulfillment Center is a 24/7 one-stop shop to help you with your inquiries, complaints, and requests for our products and services.

You Speak, We Listen, We Act.

It is manned by skilled and effective agents to accurately deliver high-quality service to UBA customers and prospects alike.

UBA Customer Fulfilment Centre

We offer services that meet our customers’ everyday banking needs, such as:

Account Balance Inquiries
Information on UBA products and services
ATM card block requests
Card transaction disputes
Online banking inquiries
Stop-cheque instructions
Statement-of-account requests
Card PIN re-issue requests
Online banking password resets
Resolution of complaints that span our different products and services

 

 

Customer Feedback Survey

Dear Esteemed Customer,
In our bid to meet your service expectations, we solicit your feedback on the quality of our service delivery.
Kindly take a few minutes to complete this questionnaire. Be assured this exercise will not take more than five minutes to complete.

UBA's Policy

This privacy policy regulates how personal information can be used by United Bank for Africa (UBA) Plc and Group of companies.

 

Banking Solutions for Your Needs

Convenience meets security

To register your complaint, please visit any of our branches and speak to any front-line employee or call our contact centre on: +255 (0) 789 784 302 or +255 (0) 222 863 452/3;
email at customerservicetz@ubagroup.com

Convenience meets security

Ili kuwasilisha malalamiko yako tafadhali muone mfanyakazi wa UBA – sehemu ya huduma kwa wateja katika tawi la UBA ulilotembelea au piga simu kwenye kituo chetu cha huduma kwa wateja kwa kutumia namba zifuatazo;
+255 (0) 789 784 302 au
+255 (0) 222 863 452/3; au
Kwa kutumia anwani ya barua pepe; customerservicetz@ubagroup.com

Jinsi ya kuwasilisha malalamiko UBA

How to raise a complaint to UBA

  • – Our employee will request all necessary information from you and verify the correctness
  • – Our employee will provide you with a complaint reference number and will advise you on the time that it will take to resolve your complaint
  • – The resolution will be communicated to you according to the preferred means of communication (email, letter or telephone)
  •  
  • If you are not satisfied with the resolution, you are free to log your dissatisfaction and the branch will escalate the dissatisfaction complaint to our customer complaint centre. Should you still be dissatisfied, you may escalate to UBA Senior management:
  • – UBA Service Quality Manager: odunga@ubagroup.com
  •  
  • Should you still be dissatisfied with our resolution or the complaint has surpassed our 21-day resolution period from date of logging, you may forward your complaint to the Bank of Tanzania (BOT) Complaints Resolution Desk within 14 working days. If it is a complicated matter, you will have an extension of not more than 14 working days.
  •  
  • A complaint that is raised more than 14 days after UBA has delivered its decision, except for complicated matters
  • A complaint that is raised after 2 years since the incident that led to the complaint
  • A complaint that is or has been subject to court proceedings before a court or tribunal
  • A claim of which the total monetary value in respect of claim and remedy to be awarded exceeds TZS15 million
  •  
  • • The BOT complaints forms are available in all UBA branches and an UBA customer service officer will guide you on how to complete the forms
    • The complaint should be on a prescribed form, which is to be completed and signed by the complainant and submitted to BOT as per below contacts
    • All complaints should be addressed to:
    Bank Of Tanzania,
    The Complaints Resolution Desk,
    Office of the Secretary of the Bank,
    2 Mirambo Street,
    PO Box 2939,
    11884, Dar es Salaam.
    Phone: +255 22 2233265/ +255 22 2233246
    e-mail: complaints-desk@bot.go.tz
    facsimile: +255 22 223406

How to raise a complaint to UBA

To register your complaint, please visit any of our branches and speak to any front-line employee or call our contact centre on: +255 (0) 789 784 302 or +255 (0) 222 863 452/3;
email at customerservicetz@ubagroup.com

  • – Our employee will request all necessary information from you and verify the correctness
  • – Our employee will provide you with a complaint reference number and will advise you on the time that it will take to resolve your complaint
  • – The resolution will be communicated to you according to the preferred means of communication (email, letter or telephone)
  •  
  • If you are not satisfied with the resolution, you are free to log your dissatisfaction and the branch will escalate the dissatisfaction complaint to our customer complaint centre. Should you still be dissatisfied, you may escalate to UBA Senior management:
  • – UBA Service Quality Manager: odunga@ubagroup.com
  •  
  • Should you still be dissatisfied with our resolution or the complaint has surpassed our 21-day resolution period from date of logging, you may forward your complaint to the Bank of Tanzania (BOT) Complaints Resolution Desk within 14 working days. If it is a complicated matter, you will have an extension of not more than 14 working days.
  •  
  • A complaint that is raised more than 14 days after UBA has delivered its decision, except for complicated matters
  • A complaint that is raised after 2 years since the incident that led to the complaint
  • A complaint that is or has been subject to court proceedings before a court or tribunal
  • A claim of which the total monetary value in respect of claim and remedy to be awarded exceeds TZS15 million
  •  
  • • The BOT complaints forms are available in all UBA branches and an UBA customer service officer will guide you on how to complete the forms
    • The complaint should be on a prescribed form, which is to be completed and signed by the complainant and submitted to BOT as per below contacts
    • All complaints should be addressed to:
    Bank Of Tanzania,
    The Complaints Resolution Desk,
    Office of the Secretary of the Bank,
    2 Mirambo Street,
    PO Box 2939,
    11884, Dar es Salaam.
    Phone: +255 22 2233265/ +255 22 2233246
    e-mail: complaints-desk@bot.go.tz
    facsimile: +255 22 223406

Jinsi ya kuwasilisha malalamiko UBA

Ili kuwasilisha malalamiko yako tafadhali muone mfanyakazi wa UBA – sehemu ya huduma kwa wateja katika tawi la UBA ulilotembelea au piga simu kwenye kituo chetu cha huduma kwa wateja kwa kutumia namba zifuatazo;
+255 (0) 789 784 302 au
+255 (0) 222 863 452/3; au
Kwa kutumia anwani ya barua pepe; customerservicetz@ubagroup.com

  • – Mfanyakazi wa UBA atahitaji taarifa muhimu kutoka kwako na kuzihakiki
  • – Mfanyakazi wa UBA atakupatia namba ya kumbukumbu ya malalamiko yako na utajulishwa siku ambapo malalamiko yako yatakuwa yameshughulikiwa
  • – Mawasiliano kati yako na UBA kuhusiana na utatuzi wa malalamiko yako yatafanywa kupitia barua pepe, njia ya posta au njia ya simu.
  •  
  • Kama hautaridhishwa na suluhisho utakalopewa, tawi husika la UBA litawasilisha malalamiko yako kwenye kitengo kinachoshughulikia malalamiko ya wateja kilichopo makao makuu ya UBA. Na kama bado hautaridhishwa na suluhisho unaweza kuwasiliana na Viongozi wafuatao wa UBA makao makuu:
    Meneja wa huduma bora kwa wateja queen.odunga@ubagroup.com
    Mkuu wa kitengo cha Masoko na Uhusiano:
    brendasia.kileo@ubagroup.com au
    Mkurugenzi wa Uendeshaji:
    flavia.kiyanga@ubagroup.com

    Na kama bado hautaridhishwa na suluhisho kutoka UBA, au
    haujapokea majibu ya malalamiko yako ndani ya siku 21 za kazi toka ulipowasilisha malalamiko unaweza kupeleka malalamiko yako kwenye Dawati la usuluhishi wa malalamiko ya wateja la Benki Kuu ya Tanzania (BOT) ndani ya siku 14 za kazi. Kama ni suala lenye utata, utaongezewa siku zisizozidi 14 za kazi.

  • – Malalamiko hayo yawe yamewasilishwa ndani ya kipindi cha siku kumi na nne (14) baada ya UBA kufanya maamuzi yake au kushindwa kuyapatia ufumbuzi malalamiko yako, isipokuwa kwa masuala yenye utata ambayo yameongezewa siku 14 za kazi
  • – Malalamiko ambayo yametokea katika kipindi kisichozidi miaka miwili (2) iliyopita tangu lilipojitokeza.
  • – Lalamiko lisiwe linashughulikiwa mahakamani
  • – Lalamiko lisizidi kiwango cha shillingi za kitanzania million 15
  •  
  • Fomu za malalamiko za BOT zinapatikana kwenye matawi yetu na mfanyakazi wa huduma kwa wateja wa UBA atakuelekeza jinsi ya kujaza
    Fomu ya malalamiko inaweza kuwasilishwa Benki Kuu ya Tanzania
    Malalamiko yote yatumwe kupitia anuani ifuatayo:
    Benki Kuu ya Tanzania,
    Dawati la Usuluhishi wa Malalamiko,
    Ofisi ya Katibu wa Banki,
    Mtaa wa 2 Mirambo,
    S.L.P 2939
    11884, Dar es Salaam.
    faksi namba +255 22 223 4067
    Simu: +255 22 2233265/ +255 22 2233246
    Barua pepe:complaints-desk@bot.go.tz

 

Contact

United Bank for Africa (Tanzania) Ltd
30 C/ 30 D Nyerere Road, Dar es Salaam, Tanzania. P.O Box 80514.
+255 78 978 4302
+255 22 286 3451
+255 22 286 4468
or email customerservicetz@ubagroup.com

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