Guaranty Trust Bank (Gambia) has addressed a recent complaint involving one of its cashiers at the Edward Francis Small Teaching Hospital (EFSTH), following the circulation of a video on social media.

In a statement, the bank expressed concern over the allegations, emphasising its commitment to customer satisfaction.

“We are deeply troubled by the allegations as customer satisfaction is our top priority, and we are truly sorry that this was not demonstrated to the customer,” the statement read.

The bank confirmed that the incident was initially investigated by the EFSTH supervisor, who believed the matter was resolved at the time and chose not to escalate it to management.

However, GTBank has pledged to review the video and take appropriate action.

“Our staff are well-trained to treat customers with the utmost respect and deliver services efficiently. We unreservedly apologise for any breach of that obligation,” the bank said.

The statement concluded with an apology to the affected customer and a reassurance of its dedication to maintaining high service standards.

By Adama Makasuba