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Kwaso Community Bank
Kwaso Community Bank We Grow to Prosper
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Home Customer Charter

Customer Charter

Our commitment to you — transparent, fair and accountable banking.

At Kwaso Community Bank, we are committed to treating every customer fairly, transparently and with respect. Our Customer Charter sets out the service standards you can expect from us.

Service Standards & Turnaround Times

We hold ourselves to clear timelines so you know exactly what to expect.

1 business day

Account Opening

Same-day account activation for complete applications submitted before 2:00 PM.

3 business days

Loan Processing

Personal and micro loans processed within 3 business days of complete application.

2 hours

Customer Enquiries

All enquiries acknowledged within 2 hours during business hours.

5 business days

Complaints Resolution

Written complaints resolved within 5 business days. Complex cases within 15 days with updates.

Same day

Statement Requests

Account statements issued same-day for in-branch requests.

24 hours

Fund Transfers

Intra-bank transfers processed instantly. Inter-bank within 24 hours.

How to Make a Complaint

We take every complaint seriously. Here's our simple 5-step resolution process.

1

Visit any branch or call our helpline to lodge your complaint.

2

Receive a reference number and acknowledgement within 2 hours.

3

Our team investigates and keeps you updated on progress.

4

Resolution provided within 5-15 business days depending on complexity.

5

If unresolved, escalate to the Bank of Ghana Market Conduct Office.

Your Data, Your Privacy

We comply with the Data Protection Act, 2012 (Act 843). Your personal data is collected only for banking purposes, stored securely and never shared with third parties without your consent or legal requirement.

What You Need to Open an Account

As required by the Anti-Money Laundering Act (Act 1044) and Bank of Ghana regulations.

Valid Ghana Card or Passport (original + copy)
Proof of Address (utility bill, tenancy agreement or bank reference)
Passport-size photograph (2 copies)
TIN (Tax Identification Number) for business accounts
Certificate of Incorporation and Regulations (for corporate accounts)
Board Resolution for corporate account signatories
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