Equity Bank Uganda is now investing in technology, upgrading its digital banking platforms and strengthening customer support following complaints about system failures, delayed loan processing and transaction delays. Claver Serumaga, the bank’s executive director, acknowledged that system failures had frustrated customers, saying the institution was working to improve service delivery. “We acknowledge that the bank has faced challenges, including system failures that have frustrated some customers. However, the bank has invested in technology, systems and its people to improve service delivery,” he said. The measures include a new data centre opened earlier this year, a dedicated technology team, upgraded internet and mobile banking platforms, and improvements to the technology used by Equity agents. The bank is also reviewing its branch coverage and strengthening its contact centre to improve access to customer support. Serumaga’s remarks came during a recent customer appreciation breakfast as part of Customer Service Week 2026 under the theme ‘Going the Extra Mile.’ The acknowledgement came as the bank recognised 80 customers for their loyalty, business growth, resilience and contributions to their communities. The customers included some of the bank’s oldest account holders, repeat borrowers, top depositors and entrepreneurs whose businesses have continued to grow despite challenging market conditions. Similar celebrations were held across the bank’s northern, eastern and western regions. The customer stories demonstrated how long-standing banking relationships can support business expansion and community development. Alfred Anyoti, the managing director of Ana Investments Uganda Limited, said his relationship with Equity Bank since 2011 helped him expand his agricultural engineering business. With limited assets available as security, he invested about Shs 500 million in developing property, which later strengthened his ability to access financing. “Business opportunities often come with strict timelines, and having access to financing at the right time can make a significant difference,” he said. Solomon Serwanjja, chairman of Bamutakudde Village and chief executive officer of the African Institute for Investigative Journalism, said his relationship with the bank began while he was still a university student. His organisation now has about five accounts with Equity Bank. Serwanjja is championing a five-year development plan for his community that includes improving access to clean water, strengthening accountability and increasing household incomes. “The community plans to sink three boreholes after geological studies identified suitable locations,” he said. Sserwajja is also promoting a poultry initiative intended to bring households together in production, branding and marketing of eggs, with a target of helping households work towards earning at least Shs 20,000 a day.The post Equity Bank moves to address customer complaints appeared first on The Observer Media Ltd.