Customer Complaint Form

Lodging a complaint is free of charge. You may complete this form yourself or ask our staff to help you. Details of how to escalate a complaint provided below.

Privacy notice. FinCredit® will use the information on this form only to receive, investigate and resolve your complaint, to keep the records required by the Central Bank of Kenya and to report complaints statistics. It will be shared only with those who need it, including the Central Bank of Kenya where required by law, and kept for the period stated in our Data Protection Policy. You may exercise your data protection rights through our Data Protection Officer.

If you are not satisfied with our response, or your complaint is not resolved within 30 days, you may complain to the Central Bank of Kenya at Physical Address: Haile Selassie Avenue, Nairobi, Kenya, Mailing Address: P.O. Box 60000 – 00200, Nairobi, Kenya, Telephone Numbers: +254 20 286 0000 or Email: comms@centralbank.go.ke. Complaints about the handling of your personal data may be made to the Office of the Data Protection Commissioner. Complaints about unfair or misleading trade practices may be made to the Competition Authority of Kenya. You may also seek remedies in court. Making a complaint is free and will not affect how we treat you.