Complaints Procedure
Last updated 19 September 2026
If something has gone wrong, we want to hear about it. Most problems are settled quickly once we know.
Step 1 — Tell us
Contact us by phone, WhatsApp, email or in person at the office. Give your name, your loan or enquiry reference if you have one, and what happened. You do not need to put it in writing, though it helps.
Step 2 — We acknowledge
We will confirm we have received your complaint within two working days, and tell you who is handling it.
Step 3 — We investigate
We will look into what happened, including the record of who did what and when, and give you a written answer within fourteen working days. If it is going to take longer, we will tell you why and when to expect an answer.
Step 4 — If you are not satisfied
Ask for the matter to be reviewed by management, stating why you disagree. A review is answered within a further fourteen working days.
Step 5 — Taking it further
If we still have not resolved it, you may take the matter to:
- The Ministry of Finance, which licenses money lenders under the Money-Lenders Act.
- The Data Protection Commissioner, for anything concerning your personal information.
- The Zambian courts, which may reopen a loan transaction they consider harsh or unconscionable.