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First Global Bank is committed to achieving excellence and strives to deliver service in a professional, consistent, coordinated and timely manner. We respect and value our customers and colleagues and as an organization we endeavor to anticipate, and where possible exceed our customers’ needs and expectations.


This Customer Service Charter outlines the standards of service you can expect in your dealings with us. We recognize that there will always be room for improvements, and as we establish new and better ways of working, we will formalize processes and procedures and include them here in our Customer Service Charter.

Key Commitments

We will continuously work towards improving the standards of service and our bank’s relationship with you will be guided by the following

Service Excellence: We aim to deliver service that is above and beyond our customers’ expectations. In serving our customers we will always demonstrate value and respect for their time, money, resources, businesses and employees.

Personalized Partnership: We deliver first class customer experience by being our customers’ trusted financial partners.

Accountability & Transparency:

   • We will act fairly and reasonably towards all customers in a consistently ethical manner.

   • We will ensure that information about our products and services are easily accessible and easy to understand.

   • Changes to our products, services, fees or procedures will be transparent and communicated in a timely manner

Reliability: Our customers must be able to rely on our staff, our service and our technology at all times

Knowledgeable Employees: The bank through the Human Resources Department will provide adequate training to all employees, and third party personnel who may come in contact with customers or prospective customers of the bank.

What to Expect from Us

In Branch

    • We will greet you in a courteous and professional manner.

    • We will listen effectively to your requests and promptly take the necessary actions to assist you.

    • We will keep you informed of unexpected delays in service.

    • We will respond to website questions/requests within two (2) business days during normal business hours.

    • We will finish our encounters with you in a courteous and professional way.


On the Telephone

    • When at our desks, we will answer the phone within three rings.

    • We will offer a courteous greeting and identify ourselves and our department when we answer.

    • We will listen to your request and assist accordingly.

    • If we are unable to assist, we will direct you to the appropriate person.

    • Before transferring the call, we will obtain your permission and provide you with the name and department of the person who will be assisting you and ensure that the person is available.

    • We will end the conversation in a courteous and professional way.


*This Customer Service Charter is for information purposes only and is not intended to, and does not create any legally binding rights or obligations.

 First Global Bank

  Duke Street     •   Liguanea   

 New Kingston  •   Mandeville     

 Manor Park • Montego Bay • Ocho Rios

 1-888-CALL-FGB (225-5342)


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First Global Bank
First Global Bank Limited (FGB) is a wholly-owned subsidiary of GraceKennedy. The bank started in 1970 as The First National Bank of Chicago (Jamaica) Limited and was in 2002. FGB operates one of Jamaica’s best online and mobile banking platforms called Global Access, 8 main branches located in the urban areas of New Kingston, Downtown, Manor Park, Liguanea, Portmore, Mandeville, Ocho Rios and Montego Bay, and is expanding its reach into smaller communities island-wide with mini-branches and banking agents called First Global MoneyLink. 
Contact Info
  • By phone: 1-888-225-5342
  • By e-mail:
  • Fill in the form on our contact page
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