The Bank provides a team specialized in handling of complaints.
The complaints can be submitted through the following channels:
a) At any Nedbank Mozambique branch or service location;
b) By email to ngc@nedbank.co.mz;
c) By filling an online form available on Nedbank website;
d) By letter addressed to Nedbank Mozambique – Complaints Management Unit, Av. Julius Nyerere nº 590, Maputo, Mozambique, Tel. +258 21 488400, Fax +258 21 488484, PO Box 3698;
e) Through the Complaints Book, also available at all Nedbank Mozambique branches.
To the Bank of Mozambique, through the following postal address Banco de Moçambique, Av. 25 de Setembro, mailbox 423, or by email (bm_reclamacoes@bancomoc.mz) filling out the form available at https://www.bancomoc.mz/fm_pgLink.aspx?id=143&bs=1, whenever the selling of products and/or the provision of services subject to the supervision of this entity is concerned.
Nedbank Mozambique must deal with the complaint and respond to the claimants within 30 calendar days from the date of receipt of the complaint. It can be extendable if justifiable, for another 10 calendar days.
If the treatment and response to a complaint depends on the intervention and diligence of another institution established in Mozambique, this institution has the duty to collaborate. In addition, under the terms of the law, comply with the request of Nedbank Mozambique, investigate and provide information related to the specific transactions or services, within 30 calendar days from the date of receipt of the request.
If the treatment and response to a complaint depends on the intervention and diligence of institutions established outside Mozambique, Nedbank Mozambique must deal with the complaint and respond to the complainants within 120 calendar days from the date of receipt of the complaint. It can be extendable if justifiable, for another 10 calendar days.
The referred extension in the previous paragraphs are considered justified when the claim under analysis, requires additional steps to be proven or there are cases of force majeure, under the general terms of law, and Nedbank Mozambique has previously communicated to the claimant.
Court dispute resolution
In case of disagreement with the response of Nedbank Mozambique, the claimant may appeal to the legal entities provided for in article 6. of Notice nr. 02/GBM/2018 of April 16, 2018, which refers to the financial consumer protection system, namely the Units financial services Complaints treatment; the Bank of Mozambique; The Arbitration Centers, Conciliation and Conflict Mediation Centers, the Consumer Associations, under the terms of the Consumer Protection Law and the Courts.
