Complaints Procedure

LUMBIKA Microfinance Limited maintains a complaints process to provide customers with a fair and accessible channel for raising concerns relating to its products, services, staff, agents, merchants, payment handling, asset-financing arrangements, customer communications or personal-data handling.

Any individual or business that has used or attempted to use LUMBIKA services may raise a concern or submit a complaint. This includes customers, applicants, merchants and other business users, and where appropriate, their authorised representatives.

Complaints may relate to any aspect of LUMBIKA's services, including financing products and applications, payments, fees and charges, merchant or agent interactions, staff conduct, service quality, asset-financing arrangements, customer communications or personal-data handling.

A complaint may be submitted through LUMBIKA's designated customer-support channels, including the approved telephone, WhatsApp, email and office channels made available to customers. Customers should provide sufficient information to enable LUMBIKA to understand and assess the complaint, including relevant customer or account details, a description of the issue and available supporting information where applicable.

To help LUMBIKA assess your complaint, please provide sufficient information including your full name, relevant account or customer details, a clear description of the issue, relevant dates and any supporting documentation or correspondence you may have. Providing supporting information is encouraged but is not an absolute condition for submitting a complaint.

Complaints received through LUMBIKA's designated customer-support channels will be recorded and assessed through the company's designated complaints-handling process. The nature and circumstances of each complaint will be considered fairly and objectively.

LUMBIKA will take reasonable steps to investigate complaints and communicate the outcome through an appropriate customer communication channel. Complaint handling will be fair, respectful and proportionate to the nature of the matter raised. All complaint-related communications must be clear, respectful and appropriate to their purpose.

LUMBIKA will communicate with complainants through appropriate channels during the complaints-handling process. Communications will be clear, respectful and appropriate to their purpose, and customer confidentiality and personal information will be protected. Customers should maintain reasonably current contact information so that relevant communications regarding their complaint can reach them.

Where a customer remains dissatisfied with the handling or outcome of a complaint, the matter may be submitted for further internal review through LUMBIKA's designated complaints-handling arrangements. Use of LUMBIKA's internal complaints process does not remove any right or remedy that may otherwise be available to the customer under applicable law.

All complaints are recorded and maintained in accordance with LUMBIKA's data protection and record-keeping obligations. Complaint information is handled in accordance with LUMBIKA's Privacy Notice, Data Protection Policy and applicable personal-data protection requirements. Complaint information is accessible only for legitimate operational, compliance, audit, legal or dispute-resolution purposes. Your complaint information will be treated confidentially.

LUMBIKA is committed to treating all complainants fairly. No customer will be disadvantaged for raising a legitimate concern. A customer must not be threatened, harassed, intimidated, publicly shamed or subjected to unlawful disclosure of personal information because the customer has raised a complaint or is in arrears. All complaint handling and related customer communication must be conducted respectfully, in accordance with LUMBIKA's fair-treatment obligations.

To submit a complaint or enquire about an existing complaint, please contact us: