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FAQ

About term loans

About payday loans

General FAQs

Complaints

  • How to submit a complaint?

    We put our customers at the heart of everything we do. Your feedback is what helps us to improve our services and build a strong community. We are committed to make things right and resolve any issues you may have. Please let us know your questions, comments or complaints by submitting a request online or at the branch.

     

    Please click on the link to go to the online form.

  • What will happen next?

    We strive to provide excellent customer service and resolve our customer complaints as quickly and fairly as possible. If our investigation takes more time than expected, we will get in touch with you to inform you of escalation options. In any case, we will provide our final answer in five working days and explain the assessment process and the decisions we have made.

     

    We will do our best to resolve your complaint at the earliest opportunity and would ask you to provide a written confirmation that your claim has been addressed to your satisfaction.

  • How long will it take?

    Our complaint resolution process is anything but straightforward. We assure you that we investigate complaints fairly, diligently and promptly. Our team follows up with our customers to make sure they are satisfied.

     

    Sometimes we need more time or additional information, but we keep our customers up to date on the progress and measures of the complaint’s resolution. Depending on the level of resolution, the complaint is resolved within 24 hours, 48 hours or five working days.

     

    Complaint Line

    Responsible

    Time Frame

    First Level Resolution

    Customer Care Officer/First Level supervisor

    24 hours

    Second Level Resolution

    Head of supporting Unit/Call Centre Manager

    48 hours

    Third Level Resolution

    Country Manager

    5 working days

    * If your complaint remains unresolved within ten (10) working days, we will send you a written update.

  • Complaints handling procedure