Customer Service

At Intercommercial Bank Limited (IBL), we are committed to ensure that at every point of interaction, that you receive the highest standard of service and care. Giving the personal touch on service is driven by our core values-transparency, integrity, trust & love, whereby each customer is treated as a member of the IBL family. Therefore, it is imperative that you communicate with us in order to address any of your concerns and to improve in such areas.

Your Voice enables us to consistently re-examine and provide service needs that will give you more. Listening to your experience goes a long way to ensure that you receive the quality of care expected and beyond.

How to communicate with us?

Here are your options:

• Visit or call your Branch during banking hours to speak to a Department supervisor/senior Manager.

  Banking Hours:
  Monday-Thursday: 9am-3pm
  Friday: 9am-5pm

• Email Us at info@intercommercialtt.com, with specific subject caption to include: Complaint or Suggestion or Commendation or Job Application . For security reasons, please do not include additional personal information.
• Contact us Online

For Further Assistance:

Tele-Access Self Service Options - (868) 665-4425 Ext 2

VISA Debit Card Assistance:

• Report Lost/stolen card- (868) 665-4425
• Other concerns regarding card: (868) 665-4425; (868) 624-4425 or (868) 658-5813
• VISA’s Global Customer Service Abroad:
  • Electron Cardholders
    United States and Canada (toll free): 1-(800) 336-8472
    All other countries: 1-410-581-0120
  • Gold Cardholders
    United States and Canada (toll free): 1-(800) 847-2911
    All other countries: 1-410-581-9754

Express Your View

We recognize that complaints provide us with the opportunity to listen.solve.act in order to enhance areas in our business. Our feedback structure is designed to assist and resolve customer issues fairly and efficiently.

How long will it take for complaints to be resolved?
All written complaints will be acknowledged within 24-48 hours of receipt. Such receipt will be advised either by telephone, email or letter correspondence. Depending on the nature and complexity of your complaint, final resolution may extend to more than two weeks. This extension will be communicated to you verbally and via email with status of investigation

If you are not satisfied with explanation or action taken, you can request a review by the Managing Director. Once reviewed, a final response will be issued from the Managing Director’s office. Please address your letter to:

The Marketing Manager
Marketing Department
Intercommercial Bank Limited
DSM Plaza
Old Southern Main Road
Chaguanas

Please ensure that all supporting documents are accompanied with your letter. Acknowledgement of document will occur within 24 hours of receipt.

Tips on submission of complaints

1. Please ensure that you have all supporting documents and relevant date information
2. Clearly note /identify the sequence of events in order to provide an accurate account of the matter.
3. Maintain your copies of the documents until resolution of matter.