Prime Minister Gaston Browne at Chairmanship handover ceremony for ECCU (screenshot of ECCB Connects)
Prime Minister Gaston Browne, who also holds the position of Finance Minister, has once again voiced his frustration regarding the inadequate customer service provided by several banks in the country.
During the handover ceremony for the chairmanship of the Eastern Caribbean Currency Union (ECCU), PM Browne highlighted that the service quality from certain financial institutions has consistently fallen short of expectations. He called on these banks to implement immediate improvements.
The Prime Minister pointed out a particular incident where customers were left waiting in the sun for hours just to access banking services. He remarked, “It’s unacceptable that not even a tent was organized for the customers!”
Browne specifically criticized bank personnel who appear more focused on their positions than on delivering proper service. “Having heard the concerns of our people regarding poor customer service and occasional mistreatment by these institutions, we will expedite the establishment of an Office of Financial Conduct and Inclusion (OFCI) to supervise market conduct in the financial sector,” he stated.
He lamented that, in 2025, banks are still failing to provide efficient and respectful service, opting instead for slow and discourteous interactions. “Let me be clear: good service is good business, and we expect to see urgent changes in how our banks operate,” he emphasized.
Highlighting the global nature of competition, Browne urged compliance officers and others within the banking sector to reassess their practices. He warned that their current approach makes it unnecessarily difficult to conduct business and threatens the region’s competitiveness and development.
“Service is love; let’s show some love and serve our people graciously and efficiently,” he concluded, urging the banking community to elevate their service standards.
Been saying this for a while, since covid19 the service have never been the same. Months to get an appointment. Weeks to get a bank card and days for a call back. BS..
These banks need to adjust their hours and open on weekends. I see ACB is now opened at one branch on Saturdays but that’s not enough. Other banks need to follow suit as many people are working during “banking hours” and their customer service phone lines are usually shit (though I have had good experiences with ECAB’s customer service phone lines. CIBC is the worse though.) On top of all that, they rarely have enough tellers working, so processes are painfully slow, and the online services they offer are the bare minimum.
Antigua Barbuda Development Bank have me wait months for a simple letter to say that a loan was paid off. I swear they are running a ponzi scheme with ppl money. Service is horrid and the GM hides in her office refusing to see you in person no matter how you ask and wait.
hahahahaha. I saw he and he ECAB manager hugging after the ceremony, so all is well with them, No hard feelings
I hope he’s talking about shitty ACB. Can’t even get money from the atm on a normal. Almost as if well you’re begging for your money
Antigua has the worse set of banks! They can’t even afford customer service.
Customer service is key
Gaston Browne has a banking issue. Always about money. If he isn’t taking someone else boat he’s talking about millions of dollars. Always on the money