At NMB Bank, we are dedicated to maintaining transparency and accountability regarding our financing of clients’ projects and business activities. We have implemented a Grievance Redress Mechanism (GRM) to address any concerns that individuals, the local community and other stakeholders may have regarding such projects and business activities efficiently.
Admissible Grievances:
The following types of complaints or grievances regarding our clients’ projects and business activities can be processed through our environmental and social grievance redress mechanism:
- Negative environmental impacts
- Social concerns, including regarding project staff and negative impacts on local communities.
How to Submit a Grievance:
We offer a variety of accessible channels for submitting grievances:
- Online Portal: Navigate to the "Grievance Redressal" section www.nmbbank.co.tz/grievance-redress-mechanism to fill out and submit an online grievance submission.
- Email: Download the grievance submission and send the form together with additional detailed information if available about your grievance to our dedicated email address: This email address is being protected from spambots. You need JavaScript enabled to view it.
- In-Person: You may visit any of our branch offices to complete and submit a grievance submission form in person at the customer service desk.
- Hotline: Call our dedicated grievance hotline number 0800002002 to speak with a representative who will guide you on how to obtain and submit the grievance submission form.
Grievance Information
The following information (included in the grievance submission form) relating to the grievance should be provided:
- Name and contact information of complainant, unless the complainant wishes to remain anonymous. If the complainant is a legal entity, then the contact information of the representative should be indicated.
- The name of client undertaking the bank-financed project or business activity and if applicable, the name of the project, to which the complaint relates
- Description of the concern relating to the project or business activity.
- Specific redress/resolution sought
- Any information or supporting documentation deemed appropriate by the complainant(s)
Grievance Process and Timelines:
- Acknowledgment: We will acknowledge receipt of your grievance within seven (7) business days, and in the acknowledgment outline the next steps and an estimated time for conclusion of the redress process. Such acknowledgment will be applicable if the complaint is not anonymous.
- Review and Evaluation: Our grievance redress team will review and evaluate the grievance, initiating investigations and liaising with the client in question as necessary.
- Resolution: We aim to resolve grievances within the indicated timeline, which will be dependent on the complexity of the issue.
- Feedback: After resolution, you will receive a written response outlining the findings and any resolution actions taken or to be undertaken. Please note that the response cannot contradict bank-client confidentiality agreement and any other banking confidentiality laws.
- Steps to take if you are not satisfied with the outcome of the redress process: If you remain unsatisfied with the proposed resolution, the process can be reopened at the Bank’s discretion for further examination and resolution
