CUSTOMER PROTECTION POLICY



Being conscious of its responsibility as a lender in the microfinance sphere AB Bank Rwanda puts significant effort in treating clients fairly and safeguarding their financial soundness and sustainability.

In order to avoid over-indebtedness of its clients AB Bank Rwanda pursues the credit policy that builds long-term relationship with its clients, conducting a thorough analysis of their payment capacities and tailoring its loan products to suit the clients’ needs.

AB Bank Rwanda endorses the SMART Campaign fostering its seven key principles for responsible lending and customer protection:


  • Appropriate product design and delivery channels which are tailored to the specific needs of the bank’s target clientele – micro entrepreneurs in the informal sector;
  • Prevention of over-indebtedness by ensuring the credit process determines client’s repayment capacity without becoming over-indebted;
  • Transparency in pricing and product terms and conditions;
  • Responsible pricing which is affordable to clients and allowing for the institution's sustainability;
  • Fair and respectful treatment of clients safeguarding against discrimination, corruption and any kind of aggressive or abusive treatment by its staff and agents;
  • Mechanisms for complaint resolution;
  • Protection of client data by respecting the privacy of individual client data in accordance with
    the laws and regulations of the local jurisdiction.



AB Bank Rwanda strives to be the “House Bank” for micro,small and medium Enterprises, offering them all necessary financial services