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Call us
Customer Engagement Centre
5950 (toll free on MTN and Airtel. Standard rates apply on Zamtel)
Operating hours:
Monday to Friday - 08:00 to 22:00
Saturday - 08:00 to 17:00
First and last Sunday of the month - 08:00 to 17:00
Local landlines
+260 (211) 366100
+260 (211) 366225
Operating hours:
Monday to Friday from 08:00 - 16:45For customers in the diaspora
+260 211 366223
+260 211 366230
DiasporaZambia@absa.africa -
Email us
Send us an email
If you prefer to send an email, our Customer Engagement team can be reached on CustomerService.ZM@absa.africa
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Visit a branch
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Tips for lodging a complaint
Three things you need to know
- For quicker resolution and tracking, kindly share full details of your dissatisfaction.
- Once your complaint is logged, you will receive a reference number.
- We endeavour to resolve your complaints within 5 working days.
However, if the complaint resolution takes longer than 5 working days, you will be advised either at the point of capturing the complaint or within the 5 working days.
Escalation process to follow, should you not be satisfied with the resolution
- Contact Country Head Customer Experience at Kafue House on +260 211 366 100 or +260 211 366 150.
- If still unresolved, appeal to either the Retail, Business Banking or Corporate Banking Directors.
- After exhausting this procedure and remaining dissatisfied, contact the Managing Director.
- If still not satisfied, contact our regulator Bank of Zambia, or CCPC
Bank of Zambia
+260 211 228 888
Bankers Association of Zambia
+260 211 234 255
The Competition & Consumer Protection Commission
+260 211 232657
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Chat to Abby
Abby on WhatsApp
Simply add Abby on WhatsApp +260 762 969 977 and get answers for your general queries.
Abby on our website
Simply click on the icon on the bottom right of the screen and let Abby answer enquiries about banking products and services.
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Send us website feedback
Customer engagement
At Absa, we appreciate your feedback. If you are unhappy with our service, please let us know as this gives us an opportunity to put the matter right and improve our service to you going forward. Here’s how you can give us feedback or lodge a complaint.
