Complaints and suggestions

Your opinion is important to us. That's why we place the customer at the centre of our attention and believe that your complaints and suggestions contribute to improving the quality of our services.
Maximo has a complaints management and handling process based on the internal policies, rules and regulations of Banco de Moçambique.
Our aim is to improve your experience when using our channels and services.

What is a complaint?

We understand that a complaint is any written or oral expression of dissatisfaction in which the Bank has violated the law, regulations, agreements, conduct, fraud and other acts that give rise to a claim.

Complaints channels

Entendemos que uma reclamação é toda a manifestação de insatisfação por via escrita ou oral na qual o Banco transgrediu a lei, regulamento, acordos, conduta, fraudes e outros actos que dão direito a uma reclamação.
Customer support line: 80000 1703/ 1703
E-mail: linhadocliente@maximo.co.mz
Complaints and suggestions book: Available at Maximo Micro Banco's head office and all points of sale.
Letter addressed to the Bank: Hand it in at the reception desk of the Head Office or through other means of representation of the Bank.
Website: https://maximo.co.mz
Submit a complaint
  1. Complaint registration:
    • The customer submits their complaint through the available channels.
      Once the complaint has been registered, the customer receives a case reference for follow-up or monitoring purposes.
  3. Analyzing the complaint:
    • The area responsible for the matter complained of will analyse the complaint and conduct the investigation diligently and impartially, collecting all the information necessary to resolve the complaint.
  4. Response to the complaint:
    • The deadline for responding to the complaint is up to 60 calendar days from the date of receipt of the complaint.
    • The response to the complaint will be given in writing, in clear, objective language and substantiated by technical elements or by other means in accordance with the Complaints Management and Handling Regulations in force.
  5. Outcome of the complaint:
    • The Bank issues the formal response to the complaint and notifies the customer to deliver the response and close the case.
  •  
  1. Speed, effectiveness and efficiency,
  2. Clarity,
  3. Gratuity,
  4. Appealability.
  5. Respect
  6. Impact
  7. Diversification and Inclusion
  8. Transparency
  9. Integrity

In situations where the customer is not satisfied with the response to their complaint, they can turn to the following organizations:

  • Bank of Mozambique;
  • Judicial Courts;
  • Services or units for handling complaints, denunciations or consumer assistance;
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