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SBM Transition FAQs | SBM bank

Following the acquisition of certain ets and umption of certain liabilities of Chase Bank (Kenya) Limited (In Receivership) below are a list of frequently asked questions to guide our customers on the various changes to how you transact with the SBM Bank (Kenya) Limited. Click here to SBM Transition FAQs Cick here to Islamic Banking SBM FAQs

SBM Transition FAQs

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Loan Calculator | SBM bank

Wondering how much that loan will cost or how the repayments will look like? Let our loan calculator enlighten you. Loan Amount: Months: Annual Interest Rate: (ex. 8.5% = 8.5) Method - None - Reducing Balance         Call Me Back Get in touch for the latest rates or to negotiate a rate. - Loan type - Personal Loan Business Loan

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Privacy Policy | SBM bank

This privacy policy sets out how SBM Bank (Kenya) Limited uses and protects any information that you give SBM Bank (Kenya) Limited when you use this website. SBM Bank (Kenya) Limited is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be ured that it will only be used in accordance with this privacy statement. SBM Bank (Kenya) Limited may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.  What we collect We may collect the following information: Name and job title Contact information including email address Demographic information such as postcode, preferences and interests Other information relevant to customer surveys and/or offers What we do with the information we gather We require this information to understand your needs and provide you with a better service, and in particular for the following reasons: Internal record keeping. We may use the information to improve our products and services.We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided. From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests. Security We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. How we use cookies A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps yse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences. We use traffic log cookies to identify which pages are being used. This helps us yse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical ysis purposes and then the data is removed from the system. Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website. Links to other websites Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question. Controlling your personal information You may choose to restrict the collection or use of your personal information in the following ways: Whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purpo If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at [email protected]. We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. Nonetheless, we may disclose your personal information to third parties: Where we sell any or all of our business and/or our ets/products to a third party; Where we are legally required to disclose your information; To ist fraud protection and minimize any risk of whatsoever nature. We may, also, use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen. You may request details of personal information which we hold about you under the relevant, recognized, legitimate and applicable law. A small fee will be payable. If you would like a copy of the information held on you please write to P.O. Box 34886 00100 Nairobi, Kenya. If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

Privacy Policy

GENERAL ACCOUNT OPENING TERMS AND CONDITIONS | SBM bank

1. GOVERNING LAWThe relationship between SBM Bank (Kenya) Limited and the customer is governed by the Laws of Kenya, except where the following general terms and conditions apply and subject to any further agreement in writing. 2. CUSTOMER'S INSTRUCTIONSThe Customer requests the Bank to honor and to debit his accounts all the cheques, drafts, bills, promissory notes, acceptances, negotiable instruments and orders drawn, accepted or made out to him, and carry out any instructions he may give in connection with his account notwithstanding that any such debiting or carrying out may cause his account to be overdrawn or an overdraft to be increased. Where no overdraft has been agreed or the limit of overdraft agreed has been reached, the Bank may nevertheless refuse to carry out any instructions which would result to there being an overdraft or any overdraft greater than that agreed, as the case may be. The Customer shall provide all information and do entation required by the Bank for purposes of effecting the Customer instructions. 3. AUTHORISED SIGNATORIESThe Customer shall provide the Bank with the specimen signature(s) of each of the person(s) authorized to operate the Customers account. Unless otherwise agreed, the said signatory(ies) shall be entitled to operate the account fully and to withdraw all or any of the Customer's funds, property and/ or securities held by the Bank from time to time and to open any further account(s) in the Customer's name. 4. BANK'S RIGHT TO SET-OFF(a) The Bank may, without notice, set off against any account or indebtedness of the Customer;(i). Any other account whether current, loan, savings, or any other type;(ii). Any time or other deposit(b) The Bank may, upon notice to the Customer, set off his account against any other account or indebtedness in respect of which the Customer is liable notwithstanding that some other person may also be liable in respect thereof. In such cir stances upon receipt of an indemnity satisfactory to the Bank against costs and the Customer's expense, the Bank will give the Customer any istance necessary in obtaining a refund. 5. SIMULTANEOUS ORDERS IN EXCESS OF FUNDSWhere the Bank receives several orders at approximately the same time the total amount of which exceeds the available ets of or the credit granted to the Customer, the Bank may honor the orders in whatever manner it sees fit within the limit of the funds available. 6. BANK CHARGES, INTEREST, COMMISSION, LEGAL CHARGES & OTHER EXPENSESThe bank is entitled to be paid by or receive from the Customer and may debit any of the Customer's accounts for:(a) Unless otherwise agreed in writing, interest on loan accounts or any other facility granted by the Bank, at any rate not exceeding that prescribed by law, which rate may be different for different accounts.Interest is calculated as prescribed by the Governing Law. The Bank need not notify the Customer of the change in the rate of interest applicable. Where a higher rate of interest has been agreed between the Bank and the Customer in any security given by the Customer to the Bank, the Bank may apply the higher rate.(b) Advocate and Client charges incurred by the Bank on behalf of the Customer or incurred in obtaining legal advice in connection with the Customer's dealings with the Bank or incurred by the Bank in the course of the recovery (including but not limited to all debt collections, auction, arbitration, and any other such proceedings) of all or any other Customer's indebtedness to the Bank.(c) Commissions at such rate or rates and at such time or times, as the Bank shall decide, with full power to charge different rates for different accounts.(d) In addition to the foregoing, all other proper expenses and the charges of the Bank which include but are not limited to ledger fees, statement printing, disbursements for cheque books, postage cables and telexes, telephone calls, faxes courier mail charges, taxes and duties, impositions and the expenses incurred in complying with the Customer's requests. 7. ACCOUNTING PERIODSAccounting periods are made up at the Bank's sole discretion at the end of each monthly, quarterly, half-yearly, or yearly period. 8. DELAY BY CUSTOMERS IN LODGING COMPLAINTSThe Bank is not responsible for any matters unless the Customer has made a complaint to the Bank as soon as reasonably possible after receipt by him of the notification of the matter. Where the notification from the Bank is expected but not received, the complaint must be made within a reasonable time after non-receipt. 9. PAYMENT BY THIRD PARTIESThe Bank may credit the Customer with amounts paid by third parties. 10. DEPOSIT OF CHEQUES(a) Proceeds of Cheques or other instruments deposited are not available for withdrawal until collected by the Bank.(b) Where any cheque or order is unpaid for any reason whatsoever (including but not limited to physical loss), the Bank may debit the Customer with the amount previously credited (taking into account an exchange fluctuation where relevant) in respect of that cheque or order, together with interest since the date of crediting if the account is thereby overdrawn. 11. REPAYMENT OF OVERDRAWN ACCOUNTThe Bank is entitled on to demand the repayment with interest of any account that is overdrawn. 12. LIEN(a) When the Customer is indebted to the Bank, the Bank has a general lien over all property of the Customer in the Bank's possession including, but not limited to cash, goods, securities or valuables deposited for safe custody or as security, cheques presented for payment, bills and any other property movable or immovable charged to secure repayment of any money whether or not that money has been repaid; and also all property over which by the general law the bank has a lien.(b) Where the customer is indebted in cir stances giving the Bank a right to set off, all securities as set out in paragraph (a) hereof are held as securities of the debt.(c) The Bank may at any time give the Customer notice in writing that if an accrued debt is not paid within a specified period after receipt of the Customer of the notice then the Bank may without anyfurther notice realize sufficient of the Customer's ets to discharge the debt.(d) If the debt is not discharged within the time allowed, the Bank may realize sufficient of the Customer's ets to discharge the debt, and the Customer irrevocably appoints the Bank as his attorney for the purpose of conducting the sale, giving title to the ets sold and all other necessary matters. Any sum remaining after such transaction will be held for the Customer subject to these General terms and Conditions.(e) The Bank is under no obligation in respect of any sale under sub-clause (d) other than for good faith.(f ) Funds in foreign currencies which are subject to the Bank's lien may be set off against debts or realized at the rate of exchange current at the date set off or realization. The Bank accepts no liability for any loss caused by exchange fluctuations.(g) Deposits for a given period of time may be off set against debts notwithstanding that the period of the deposits has not expired. 13. VARIATION AND TERMINATION OF RELATIONSHIPThe Bank may at any time, upon notice to the Customer, terminate or vary its business relationship with the Customer and in particular but without prejudice to the generality of the foregoing the Bank may cancel credits which it has granted and require the repayment of outstanding debts resulting therefrom within such time as the Bank may determine at its sole discretion. 14. CHEQUE BOOKSCheque books are issued subject to the following condition:-(a) The Customer agrees to look after and use any cheque book and any cheque form with utmost care.(b) The Customer further agrees to ensure:-(i). That all uncompleted cheque forms are kept in safe custody at all times.(ii). That the Bank is informed immediately upon discovery by the Customer that any cheque book or any cheque form has been stolen lost or mislaid;(iii). That any person preparing a cheque is authorized to do so;(iv). That any cheque is prepared and signed in ink or other eligible writing material;(v). That the amount of any cheque is written as near as possible to the left side of the form to prevent any unauthorized addition of letters or figures;(vi). That the amount of any alteration is signed by an authorized signatory. 15. DRAWING OF CASH(a) The Bank will pay cash to the Customer where the cheque is signed in the presence of the teller by an authorized signatory or by authorized signatories.(b) Where a cash cheque is presented not by a Customer or by a third party, the Bank will require confirmation by telephone from the Customer or from a representative of the Customer known to the Bank before it makes payment.(c) Where cash cheques are presented by employees or other known agents of the Customer the following steps will be taken:-(i). The employees or agent will be identified before hand in a manner acceptable to the Bank;(ii). A limit of such drawings will be agreed in writing with the Bank, and until such a limit is agreed, no drawings will be allowed under this paragraph.(d) Where the Customer requests the payments be made under paragraph (c) the Customer indemnifies the Bank in respect of all payments made to such employee or known agent whether or not the money was received by the Customer and whether or not the order for payment presented was in fact the order of the Customer.(e) Where either employee or agent is not known to the Bank, or if the cheque exceeds the agreed limit the provisions of paragraph (b) apply.16. The Bank shall not be liable in any way to the Customer for having honored even negligently any cheque the signature or content for which has been forged if;(a) The Customer has facilitated such forgery either by failure to comply with or any of the conditions contained in clause 14 hereof or by negligence in any other way; or(b) There has been a previous forgery of any cheque of the Customer without the Customer having objected to the first statement of accounts which debited such cheques as provided by condition 10 hereof; or(c) The forgery has been perpetuated by an employee, agent, contractor or subcontractor of the Customer. 17. VALIDITY OF DO ENTSThe Bank is not responsible for the authenticity, validity, regularity, or value of do ents including but not limited to bills of lading, delivery orders, consignment do ents, receipts, warrants and insurance policies.The Bank is no liable for funds returned of not applied to the Customer account as a result of an error or omission in the instructions given to the Bank in regard to the said funds.Any correction or amendments to the instructions or do ents shall be at the cost of the Customer. 18. FREEZING OF ACCOUNTSThe Bank may at any time freeze any account of the Customer if and so long as there is any dispute or the Bank has doubt for any other reason (whether or not well founded) as to the person or persons entitled to operate the same, without any obligation to institute interpleader proceedings or to take any step of its own initiative for the determination of such dispute or doubt. 19. STATEMENTS DEEMED APPROVED IF NOT OBJECTED WITHIN 14 DAYS.The contents of any statement of account or statement of any other nature which has been sent by the Bank to the Customer, and to which the Customer has not objected within four days of receipt thereof, shall be deemed approved by the Customer. If however, the Customer has any query about any transaction on his account statement, they should notify the Bank immediately using the instructions outlined below;(a) If the Customer is enquiring by mail or fax, they should send the Bank a copy of the statement of account in question, as well as details of the nature of enquiry.(b) Whenever possible, the Customer should direct the inquiry to the specific area or department responsible for the transaction. 20. JOINT ACCOUNTSIn the event of two or more customers holding a joint account the following provisions apply:-(a) The holders of a joint account authorize the Bank to pay or deliver, or to the order of, the survivors or survivor or the executors or administrators of such survivor any moneys standing to the credit of joint account;(b) All liability on a joint account is joint and several;(c) Any mandate intimation, notice, request or letter varying the original instruction regarding the operation on the account, issue of mandate for or annulling the stop payment of cheques, debit to the joint accounts etc., affecting the operations on the joint account will be acted upon by the Bank only if these are signed by minimum number of such people who are authorized to operate on the Joint Account. This applies with equal force to authenticating material alteration(s) in the cheque(s) or other mandate(s) instructing the Bank to debit such accounts. 21. PARTNERSHIP ACCOUNTSIn the event of the Customer being a partnership the following additional provisions apply:-(a) The partners authorize the bank to carry out instructions countermanding payment of cheques, bills of exchange, promissory notes or other orders for payment when such instructions are given by any person who is authorized to sign the mandate whether or not that person has signed the original payment instruction.(b) The partners authorize the Bank to make advances with or without security by way of overdraft, loan or any other manner on the request of partners for the time being made in accordance with the mandate, and to discount bills or promissory notes on the request of the partners for the time being made in accordance with the mandate.(c) The partners authorize the Bank to accept by way of pledge or deposit as security or for safe custody anything belonging to the partnership on the instructions on the partners for the time being made in accordance with the mandate, and to deliver upon the said instructions anything as accepted or held on account of the partnership.(d) All liability of the partners to the Bank is joint and several.(e) Upon any change in the constitution of the partnership, the partners will sign a new mandate.(f ) A mandate remains in force and may be acted upon by the Bank until it has either been revoked in writing by all or any of the signatories or until it has been replaced by a new mandate and such revocation or new mandate has reached the Bank and not until that event has happened, the Bank will be responsible for acting according to the original mandate. 22. NO DUTY OF THE BANK TO PROTESTThe Bank is not liable for any loss or damages suffered by any party if any dishonored bill is not noted and protested. The Bank will nevertheless endeavor to cause dishonored bills to be noted and/or protested provided that it receives instructions to do so within reasonable time. 23. ACCOUNTS IN FOREIGN CURRENCYSubject to all laws and Governmental regulations, where an account is in foreign currency any demand on the Bank for payment from such account is properly met by the Bank issuing a draft or effecting a transfer or making payment in any other manner in foreign currency at the discretion of the Bank. 24. CUSTOMER INFORMATIONThe Customer agrees to the use of his information by the Bank in the conduct of its business or any of its affiliates/ advisers/regulator/credit reference bureau/any actual or potential participant(s) in, or ignee, or transferee of , any of the Bank's rights and/or obligations in relation to the Customer. 25. COMMUNICATIONAll notices, statements, letters and other communication from the Bank may be sent to the last address given by the Customer and the date on the Bank's copy of any such communication is taken to be the date of such dispatch in the absence of proof to the contrary. Any written communication from the Bank to the Customer including but not limited to any notice given pursuant to these General Terms and Conditions shall be deemed to have been received by the Customer, if delivered then at the date and time of delivery, and if sent by post then four days after posting if sent to a Kenyan address and five days after posting if sent to an address outside Kenya; and in proving such a dispatch by post it shall be sufficient to prove that the letter containing the communication was properly stamped and addressed out into the Post Office. The Customer has no claims on the Bank for damage resulting from losses, delays, misunderstanding, mutilations, duplications or any other irregularities due to transmission of any communication whether to or from the Customer, the Bank or any other means of communication. 26. FAX / E MAIL INDEMNITY AND STATEMENTSThe bank is authorized to act on instructions sent by me/us in relation to these accounts by fax or e mail unless otherwise stated by me/us. The Customer hereby expressly authorizes the bank to send statements and/or advices in relation to the Customer accounts to the contact address provided by the customer by way of e mail and / or fax. All do ents or information regarding the customer account or transaction with the Bank will be binding if they are in form of data message or accessible in a form which they may be read, stored and retrieved whether electronically or as a computer print out for subsequent reference. In consideration of the bank so doing , the Customer hereby releases, indemnifies and holds the Bank harmless from and against all actions ,suits, proceedings, costs ( including legal costs) , claims , demand, charges, expenses, losses and/or liabilities arising there from provided the Bank has not been negligent , has acted in good faith and in accordance with the Customer's instructions. The bank has no obligation, duty or liability to the customer on contract, tort or whatsoever for breach of statutory duty or otherwise in respect of statements or balances advised via e-statements. 27. INTERPRETATIONIn these General Terms and Conditions the expression the “Customer” shall include any person(s), firm or corporate body 28. AMENDMENTSAny addition or alteration of these Terms and Conditions made from time to time by the Bank of which notice has been to the Customer shall be binding upon the Customer as fully as if the same were contained in these Terms and Conditions.    

GENERAL ACCOUNT OPENING TERMS AND CONDITIONS

Handling complaints | SBM bank

How to Leave Us Feedback Not happy? At SBM Bank (Kenya) Ltd, we listen. We’re p ionate about ensuring we deliver to you exceptional customer service and your feedback helps us to continuously make improvements.If, for any reason, you are not completely satisfied with any aspect of our service, we want to hear from you to help us make things right. Where appropriate, we will take the necessary steps to prevent any recurrence of the concern you have raised. Below are the steps you can take to share your feedback. Step 1:  Reach out to us - How a complaint can be made 1.     Contact Centre: +254 709 800 000/ +254 730 175 000 2.     Email: [email protected]    3.    Visit any of our branches and speak to our staff members 4.     Via Social Media Twitter: @sbmbankkenya Facebook: SBM Bank Kenya WhatApp: +254 773 758 196 Live chat: www.sbmbank.co.ke Step 2:  Share with us your feedback If we receive your complaint verbally and we consider it appropriate, we may ask you to put your complaint in writing. When we are investigating your complaint we will be relying on information provided by you and information we may already be holding. We may need to contact you to clarify details or request additional information where necessary.   To enable us investigate your complaint quickly and efficiently, we will ask you to provide the following information: Your name and contact details Branch location and name of the person you have been dealing with about your financial service. Nature of the complaint. Details of any steps you have already taken to resolve the compliant. Details of conversations you may have had with us that may be relevant to your complaint. Copies of any do entation which supports your complaint. Step 3: What we will do for you We will acknowledge receipt of your complaint on a real time basis for verbal complaints and within one business day of receiving written complaints. We will undertake an initial review of your complaint and determine if any additional information or do entation may be required to complete an investigation. We may need to contact you to clarify details or request additional information where necessary. Within 48 hours of receiving it, we will investigate your complaint objectively and impartially, by considering the information you have provided us, our actions in relation to your dealings with us and any other information which may be available that could ist. Following our investigation we will notify you of our findings and any actions we may have taken in regards to your complaint. Upon notifying you of the findings, we shall resolve and undertake appropriate remedies thereto.  

Handling complaints