Last Updated on August 8, 2025 by admin
First Bank of Nigeria prides itself on providing a robust customer care service that is designed to meet the diverse needs of its clientele. Founded in 1894, it has established itself as a leading financial institution in Nigeria, and with this heritage comes a deep-seated commitment to customer satisfaction.
First Bank of Nigeria Ltd Head Office is located at Samuel Asabia House 35 Marina P.O. Box 5216, Lagos, Nigeria. The bank understands that in today’s fast-paced world, excellent customer service is paramount to maintaining its reputation and ensuring customer loyalty.
As one of the leading banks in the country, recognizes the vital role that customer service plays in fostering trust and satisfaction among its clientele. First Bank’s customer care service is a comprehensive system dedicated to addressing inquiries, resolving issues, and facilitating transactions in a seamless and efficient manner.
Since the bank understand that exceptional customer care is a cornerstone of a successful financial institution each customer is unique, with specific needs and preferences. Therefore, the financial institution has developed an array of communication channels to ensure accessibility and convenience.
These include phone support, email, social media, and a user-friendly online platform, allowing customers to reach out at any time, from anywhere. The team of dedicated professionals is trained to not only respond promptly but also to provide personalized assistance tailored to individual circumstances.
This article delves into the various features of First Bank of Nigeria’s customer care service, highlighting the channels of communication available, the support hours, common issues faced by customers, and effective tips for engaging with the bank’s support team
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Features of First Bank of Nigeria’s customer care service
First Bank of Nigeria offers a comprehensive and responsive customer care service designed to meet the needs of its diverse clientele. Here are the standout features:
Multi-Channel Contact Options
| Channel | Details |
|---|---|
| Phone Support | – 0700-FIRSTCONTACT (0700-34778-2668228) – 0708 062 5000 – 01-448 5500 |
| Email Support | – firstcontact@firstbanknigeria.com |
| Social Media | – Active on Facebook, Twitter, and Instagram for direct messaging |
| Website Contact Form | – Available on First Bank’s contact page |
24/7 Availability
- Customer care lines are open 24 hours a day, including weekends and holidays.
- Ideal for urgent issues like lost cards, failed transactions, or fraud alerts.
Specialized Support
- Assistance with:
- Internet banking
- Mobile app issues
- Card-related problems
- Account inquiries
- Loan and product information
In-Person Support
- Customers can visit any of First Bank’s 750+ branches across Nigeria and abroad.
- Head Office: Samuel Asabia House, 35 Marina, Lagos
Personalized Service
- First Bank emphasizes quick response times and professional handling of complaints.
- Customers are encouraged to provide clear details and supporting documents for faster resolution.
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Methods Of Contacting First Bank’s Customer Support
First Bank of Nigeria offers several methods for customers to reach their customer support, ensuring that inquiries and issues are addressed efficiently.
Customers can contact the bank’s customer support by phone, with a dedicated helpline available for both local and international callers. This allows individuals to speak directly with a representative who can provide assistance on a wide range of banking issues.
Here are the main methods of contacting First Bank of Nigeria’s customer support:
Phone Support
- 0700FIRSTCONTACT 02014485500,
- +234 807 019 4190,
- +234 708 062 5000,
- +234 807 019 4190,
- 02 014485500,
- 02 019052326
- 0700-FIRSTCONTACT.
These lines are available 24/7 for general inquiries, complaints, and urgent issues like card loss or fraud alerts
Email Support
Email is another viable channel, enabling customers to send inquiries that might require detailed responses or documentation
- Send your message to: firstcontact@firstbanknigeria.com
- firstcontactcomplaints@firstbanknigeria.com,
- complaints@firstbanknigeria.com
- First Bank of Nigeria, Ltd
By writing
Complaints Management Unit; First Bank of Nigeria, Ltd
35 Marina. P.O. Box 5216 Lagos, Nigeria
In person
- Visit any of their 750+ branches across Nigeria and abroad.
- Head Office: Samuel Asabia House, 35 Marina, Lagos
SMS
Send an SMS to 30012.
Social Media
Reach out via direct message or comments:
- Facebook: First Bank of Nigeria
- Twitter/X: @FirstBankngr
- Instagram: @firstbanknigeria
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First bank Fibani Your virtual assistant
Fibani is First Bank of Nigeria’s newly launched virtual banking assistant, designed to provide customers with 24/7 support across a wide range of banking services. It’s part of the bank’s push to modernize customer service and make banking more accessible and efficient.
What Fibani Can Do
Fibani is available via First Bank’s digital platforms and offers:
- Balance Enquiry: Check your account balance instantly.
- Loan Enquiry: Explore loan options and get details.
- Statement Request: Access your transaction history.
- Funds Transfer: Move money between accounts securely.
- Account Freeze & Lien: Protect your account or secure loans.
- Dispute Tracking: Monitor the status of ATM or transaction disputes.
- FAQs: Get quick answers to common banking questions.
- Account Opening: Start the process directly through the chatbot.
- Blacklist USSD: Disable USSD access for added security.
Fibani is designed to reduce wait times and offer instant, secure, and convenient banking support
How to Use Fibani
To get started:
- Visit Fibani’s official page
- Or simply say “Hi” in the live chat section on First Bank’s website or mobile app.
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What information is needed when making a complaint?
- Your name and contact details.
- Your relationship with FirstBank (i.e. the nature of your engagement with FirstBank, customer or non-customer)
- Name/Description of product or service being complained about
- By emailing; complaints@firstbanknigeria.com
- Problem encountered with said product or service.
- Remedy requested / Complainant’s Prayer.
- Copies of any documentation which supports your complaint.
Common Issues Resolved By First Bank Customer Care
First Bank of Nigeria’s customer care team handles a wide range of issues to ensure smooth banking experiences for its customers. Here are the most common problems they resolve and how they go about it:
Common Issues Resolved
| Issue Type | Description |
|---|---|
| Failed Transactions | Money debited but transaction not completed (ATM, POS, online). |
| Dispense Errors | ATM dispenses less or no cash but account is debited. |
| Unauthorized Transactions | Suspicious or fraudulent activity on account. |
| Card Issues | Problems with debit card activation, blocking, or replacement. |
| Account Access Problems | Trouble logging into mobile or internet banking platforms. |
| Loan & Product Complaints | Errors in loan processing or dissatisfaction with banking products. |
| Service Quality Complaints | Poor experience with staff or delays in service delivery. |
How First Bank Resolves These Issues
1. Multi-Channel Complaint Lodgement
Customers can report issues via:
- Phone: 0700-FIRSTCONTACT, 0708 062 5000, 01-448 5500
- Email: firstcontact@firstbanknigeria.com
- Online Form: Complaint Portal
- Social Media: Facebook, Twitter (@FBN_help), Instagram
2. Complaint Tracking System
- Complaints are logged into the FirstCustomer CRM system.
- Customers receive a reference number to track progress.
3. Escalation Process
- If unresolved, customers can escalate to a relationship manager or branch staff.
- First Bank follows CBN guidelines for complaint resolution, ensuring fairness and timeliness
Customer Feedback And Satisfaction With First Bank’s Support
Customer feedback and satisfaction with First Bank of Nigeria’s support services reflect a mix of appreciation for their responsiveness and areas where improvement is still needed. Here’s a breakdown of what customers are saying and how First Bank is addressing their concerns:
Positive Feedback Highlights
- Responsiveness: Many customers appreciate the prompt attention they receive when contacting First Bank via phone, email, or social media. The bank’s multi-channel support system is seen as a major plus.
- Complaint Resolution System: First Bank uses a structured CRM system to log and track complaints, which helps ensure that issues are resolved fairly and consistently.
- Customer-Centric Approach: The bank emphasizes fairness, impartiality, and timeliness in handling complaints, aligning with Central Bank of Nigeria (CBN) guidelines.
Common Complaints
- Awareness Gap: Some customers are unaware of the formal complaint process or the available support channels, which can lead to frustration.
- Delayed Resolutions: While many issues are resolved quickly, some customers report delays—especially with failed transactions or card-related problems.
- Branch-Level Service: Feedback suggests that in-person service at branches can vary in quality depending on location and staff availability.
