he Kenya Bankers Association (KBA)
encourages its members to employ best
practice when providing financial services,
including the highest level of customer care
when engaging with the banking public.
The purpose of this Consumer Guide, therefore, is to
define standards of good banking practice for both
bank customers and members of the Kenya Bankers
An English and Kiswahili translation of this Guide
can be downloaded via the KBA Web site: www.
Kenya Bankers Association is the umbrella body of
the financial institutions licensed under the Banking
Act, Cap 488, and the Kenya Post Office Savings
Bank Act Cap 493B. The Association promotes and