As a public development finance institution, DBN is committed to transparency, accountability, and the principles of natural justice. Individuals or entities who feel adversely affected by DBN’s decisions or conduct, particularly regarding financing applications or service delivery, have the right to submit a complaint or appeal.
Grievance and Appeal Procedures
What Constitutes a Complaint?
A complaint is any expression of dissatisfaction concerning DBN’s services, procedures, or decisions, particularly where fairness, transparency, or service standards may not have been met.
How to Lodge a Complaint:
Step 1: Contact the Marketing and Corporate Affairs Department for initial resolution
Step 2: If unresolved, escalate the matter to the DBN Stakeholder Practitioner for formal investigation. Complaints can be submitted in person, in writing, via telephone, or by email.
Please Include:
- Your name and contact details
- Description of the issue and timeline
- Department or official involved (if known)
Our Commitments:
- Acknowledge complaints within 5 working days
- Provide a full response within 20 working days, or share interim feedback
- Treat all complaints fairly, confidentially, and without retaliation
For full details, please refer to our Customer Charter and Grievance Redress Policy.