Customer protection
Complaints and dispute resolution
Every complaint is logged, assigned an owner and answered. Raising one costs you nothing and will not affect how your account is treated.
How to complain
- In person at any branch — ask for the branch manager.
- By phone: see our contact page.
- By email: see our contact page.
- Online using the contact form, selecting “Complaint” as the reason.
What to include
- Your full name and the phone number registered on your account.
- Your loan or application reference, if you have one.
- What happened, when, and which branch or staff member was involved.
- What outcome you are seeking.
Never include passwords, PINs or full payment card details in a written complaint.
What happens next
- Acknowledgement. We record your complaint, give it a reference and confirm receipt.
- Investigation. A staff member independent of the matter reviews the account records, documents and audit trail.
- Outcome. We give you a written decision explaining what we found, what we will do, and why.
- Escalation. If you are not satisfied, ask for the case to be escalated to management for a second review.
- External recourse. If the matter remains unresolved, you retain the right to pursue it with the competent authority or through the courts of South Sudan.
Our commitments
- Complaints are handled confidentially and without retaliation.
- We keep a register of complaints and use it to correct systemic problems.
- Collections activity is conducted respectfully and lawfully at all times.