Equity Bank moves to address customer complaints

What the report says

Equity Bank Uganda says it is stepping up investment in technology and customer support after complaints from clients about system outages, slower loan processing and delayed transactions. The comments were made by executive director Claver Serumaga, who said the bank understood that service interruptions had frustrated some customers and that it was working to improve delivery.

According to The Observer, the bank’s response includes a newly opened data centre, a dedicated technology team, upgraded online and mobile banking platforms, and improvements to the systems used by Equity agents. The lender is also reviewing branch coverage and expanding its contact centre support to make it easier for customers to get assistance.

Serumaga’s remarks were delivered during a customer appreciation breakfast held as part of Customer Service Week 2026 under the theme “Going the Extra Mile.” At the event, Equity recognised 80 customers for loyalty, business growth, resilience and community contribution. The bank said the honorees included long-time account holders, repeat borrowers, depositors and entrepreneurs.

The article also highlighted examples of customers whose businesses grew alongside their banking relationships. In general, such customer-recognition events are often used by banks to reinforce ties with clients and showcase service improvements, although the specific measures and acknowledgements described here are based on The Observer’s report.