What is BAI's Attetion Department?

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Our mission is to promote the continuous improvement of the services provided by us.
Mainly focusing in:

  • Take care of the clients concerns after a bad experience occurred with Bank;
  • Ensure the claim's treatment is made within the deadline stablished by Banco Nacional de Angola (BNA);
  • Strengthen the relationship with our clients.

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Do you have any questions?
Find bellow the most frequently asked
questions about our Claims Service.

You can submit your complaint through the following channels:

  • E-mail address (reclamacoes@bancobai.ao);
  • Institutional page (www.bancobai.ao);
  • Contact center: +244 924 100 100;
  • Whatsapp service line: +244 924 100 100;
  • Branch, by filling in the Suggestion and Complaint Form;
  • Letter, addressed to the branches or at BAI’s headquarters, located in Complexo Garden Towers, Travessa Ho Chi Min, Maianga, C.P 6022, Luanda-Angola, for the attention of the Customer Service Department.

The deadlines for replying to the complaint are regulated in article 23 of Notice No. 12/16, of 5 September of the BNA, and apply as follows:

  • When it involves only one institution: 20 (twenty) days;
  • When it involves two or more institutions established in Angola: 30 (thirty) days;
  • When it involves one or more institutions not established in Angola: 60 (sixty) days.
  • In complex situations where it is not possible to comply with the deadlines indicated above, the bank will notify the customer within the deadline described above, giving a status report and justifying the delay in the response.
  • IWe inform that the customer can also submit their complaint directly to the BNA or use the page http://www.provedoriadoclientebancario.bna.ao/.
The cost is variable and depends on the price list in force. Please find the complaint form​ here.

Your satisfaction is our priority.