Raise a concern
Make your concern clear.
If a transaction is unclear or a service has fallen short, prepare a clear explanation and the outcome you are seeking.
Describe what happened
Note the date, branch or service, what went wrong and what you would like corrected. Keep copies of relevant receipts and messages.
Use a verified contact route
Ask the branch how to submit a complaint. Request an acknowledgement, a reference if provided and the expected response time.
Follow up on the response
Keep a record of discussions and replies. If the matter remains unresolved, request a written explanation and the next escalation route. BNR provides information on financial consumer protection.
Protect your information
Never include a PIN, password or one-time code in a complaint. If a message looks suspicious, check its source through a verified contact route.
This is a preparation guide. Confirm actual requirements and charges with ISONGA SACCO KICUKIRO.
A draft prepared here stays on this device; it is not sent to the SACCO.