By Mulengera Reporters
Equity Bank Uganda has celebrated 80 customers whose journeys with the bank have gone beyond ordinary banking transactions, highlighting stories of business growth, financial progress and community impact.
The customers were recognised for their loyalty, business growth, community contribution and continued engagement with the bank as Equity marked Customer Service Week 2026 under the theme “Going the Extra Mile.”
The recognition took place during a customer appreciation breakfast at Protea Kampala on Thursday, with similar celebrations held across the bank’s Northern, Eastern and Western regions.
Among those honoured were some of the bank’s oldest active customers, most progressive customers, repeat borrowers, top depositors and customers whose work has made a significant difference in their communities.
For some, the relationship with Equity has evolved from a simple bank account into a partnership that has helped unlock bigger business opportunities and broader ambitions.
From Shs500m investment to a Shs1bn deal
For Alfred Anyoti, Managing Director of Ana Investments Uganda Limited, the journey began with a personal account he opened with Equity in 2011.
More than a decade later, that relationship has grown alongside his agricultural engineering business, helping him position the company to take on larger opportunities.
When Anyoti needed capital to expand his business, his relationship manager, Hillary Andrews, advised him on how to strengthen his financial position.
With limited assets available as security at the time, Anyoti invested about Shs500 million in property development, an investment that later strengthened his ability to access financing.
The move paid off when he secured a government contract worth about Shs1 billion, with financing from Equity Bank enabling him to execute the contract.
“Business opportunities often come with strict timelines, and having access to financing at the right time can make a significant difference,” Anyoti said.
His experience illustrates how access to finance, combined with financial guidance, can help businesses move from smaller opportunities to larger contracts.
From a student account to community transformation
For Solomon Serwanjja, the relationship with Equity began much earlier in his personal journey.
He opened an account with the bank while he was a university student. Today, his organisation has about five accounts with Equity.
But his ambitions now extend beyond personal and organisational growth.
As Chairman of Bamutakudde Village and CEO of the African Institute for Investigative Journalism, Serwanjja is championing a five-year development plan aimed at improving livelihoods in his community.
The plan focuses on increasing access to clean water, strengthening accountability and improving household incomes.
The community is pursuing plans to sink three boreholes after geological studies identified suitable locations. Serwanjja is also promoting a poultry initiative that would bring households together in the production, branding and marketing of eggs.
The target is to help participating households work towards earning at least Shs20,000 a day.
“We want to work together to improve the communities in which we live,” he said.
Going beyond the transaction
Speaking at the breakfast, Equity Bank Uganda Head of Customer Experience Jael Christine Wawulira said the celebration was an opportunity to appreciate customers while reflecting on the experiences the bank creates for them.
She said going the extra mile requires businesses to listen to customers, respond with empathy and ensure they feel valued.
Equity Bank Uganda Executive Director Claver Serumaga said the stories shared by customers demonstrated the positive impact of relationships that often go unrecognised.
He acknowledged, however, that the bank has also faced challenges, including system failures that have frustrated some customers.
Serumaga said the bank has responded by investing in technology, systems and its people to improve service delivery.
The investments include a dedicated technology team, a new data centre opened earlier this year, upgraded internet and mobile banking platforms and improved technology for Equity agents.
The bank is also reviewing its branch coverage and strengthening its contact centre to improve access to customer support.
Serumaga said about 90 per cent of the bank’s staff had received artificial intelligence certification, equipping them with skills to help customers explore how technology can improve their businesses.
The stories of the 80 customers highlight the different ways a bank-customer relationship can evolve—from saving and borrowing to business expansion and community development. (For comments on this story, get back to us on 0705579994 [WhatsApp line], 0779411734 & 041 4674611 or email us at mulengeranews@gmail.com).
