Complaints overshadow Stanbic clients’ forum

Head of Silver Banking, Ms Marietjie Fourie responds to issues raised by their clients in Lira District on Monday. PHOTO BY BILL OKETCH

What you need to know:

  • Mr Richard Owiny, a teacher at Lira Town College said services have improved at Stanbic.
  • Stanbic Bank Uganda Limited (SBU) is a commercial bank in Uganda and is licensed by the Bank of Uganda, the national banking regulator.

Lira. South Africa has distanced itself from claims that it is the supreme decision-making authority for Stanbic Bank Uganda, maintaining that Kampala is responsible for any challenges being encountered by its clients.
The clarification surfaces at a time when the country’s leading financial institution is overwhelmed with accusations of “unwarranted” bank charges, deductions and staff incompetence.
During a customers’ forum held at Gracious Palace, Lira Town, on Monday, participants claimed they are facing a numerous challenges at Stanbic because South Africa has been managing the bank via internet and telephone.

Ms Marietjie Fourie, the Head Silver and Salaried Bank Africa - ‎Standard bank Rest of Africa, explained the decision to run the businesses of Stanbic in Uganda is made by the people in Uganda, not the people in South Africa.
“The decision for Uganda is made in Uganda,” Ms Fourie explained.
During the four-hour feedback session, participants gave credit to employees for being discipline and welcoming.
However, the positive side was overshadowed by accusations of “unwarranted” bank charges, lengthy loan procedure and lack of product knowledge.

“Last year, parents were paying Shs1,000 as bank charge on children’s school fees but this year, it has shot to Shs2,750. To some extent it has discouraged the parents,” said Mr Charles Ekwang, a teacher of St Katherine Girls Secondary School in Lira.
Another client, Ms Irene Akello, appealed to Stanbic to treat its customers with respect and humility.
“I have already mentioned that I am servicing my loan but you know where I got the loan from? I got my loan from Kigumba Branch (Kiryandongo District),” she said.
Ms Akello said when she went to the nearest Lira branch; she encountered a lengthy procedure which took her more than a month.
“So that means I was so discouraged. I decided to move to a branch where the procedure was handled in a day,” she added.
“This is a bank which is supposed to serve us, therefore we need to be treated with humility and respect.”

Improved services
Mr Richard Owiny, a teacher at Lira Town College said services have improved at Stanbic.
“If you move from branch to branch, you will find differences in services. There are also some unexplained deductions which sometimes we get in our accounts. Try to give us the services that we need, because we need you and you also need us,” he said.
Mr Silver Agamo, an accountant at Uganda Technical College, Lira, agreed that services have improved though he acknowledged a few challenges.
“Most of the banks in Uganda when you go to them their employees are not welcoming unlike Stanbic. When I enter any Stanbic branch in Uganda, there is a shining welcoming face than any other bank in Uganda,” he said.

“Sometimes when you are hurt and then a shining face glitters in front of you, you find that you forget other things.”
Mr Bernard Ogwal, the northern Uganda regional bank manager, expressed regret for the challenges the customers face while accessing services.
“As Stanbic Bank, we believe in continuous improvement, and we always act basing on our customers’ feedback,” Mr Ogwal said.
Stanbic Bank Uganda Limited (SBU) is a commercial bank in Uganda and is licensed by the Bank of Uganda, the national banking regulator.
SBU is listed on the Uganda Securities Exchange, where it trades under the symbol SBU.