Complaints procedure.

Our commitment

We treat every complaint as a chance to do better. That's not marketing — it's how we keep the book clean and our reputation intact. Every complaint is logged, investigated, and closed with a written response.

How to raise a complaint

Pick the channel that works for you:

What to include

To help us investigate fast, please share:

• Your name and loan number (if applicable).
• The date and place the issue occurred.
• What happened — as clearly and factually as you can.
• What you'd like us to do to resolve it.
• Any supporting information — screenshots, correspondence, names of staff involved.

What happens after you complain

1. Acknowledgement (within 1 business day). You'll receive confirmation we've received your complaint and a unique reference number.
2. Assignment (within 2 business days). A complaints officer is assigned and will be your single point of contact until the matter is closed.
3. Investigation (within 10 business days). We review records, speak to relevant staff, and gather any missing information. For complex matters we may need longer, and will tell you by when.
4. Decision & response (within 14 business days). You receive a written response explaining what we found, what we're doing about it, and — where appropriate — what we'll do to put it right.
5. Closure. The complaint is closed. If you're satisfied, great. If not, the escalation path is set out below.

Things we can do

• Correct errors on your account or payment record.
• Refund charges that shouldn't have been made.
• Restructure your loan where the complaint points to a product-fit issue.
• Replace or retrain a staff member whose conduct is the root cause.
• Apologise formally, in writing, where an apology is owed.
• Change our own processes where a complaint reveals a systemic issue.

Things we can't do

• Refund interest that was correctly charged as per your signed contract.
• Waive a legitimate outstanding debt.
• Bypass our credit policy because of a complaint.
• Reverse a repossession that was lawfully executed after all procedural steps were followed.

If you're not satisfied

If you have received our written response and remain dissatisfied, you can escalate. Your options:

Internal review

Request that the complaint be reviewed by a senior manager or director of Mobifarm. Reply to your response letter with "ESCALATE" in the subject line and a short explanation of why the response is unsatisfactory. A senior review is completed within 10 further business days.

External escalation

You retain the right to escalate to the relevant external authority at any time, including:

• Competition Authority of Kenya (CAK) — for issues relating to consumer protection under the Consumer Protection Act 2012.
• Office of the Data Protection Commissioner (ODPC) — for issues relating to how we have handled your personal data.
• Central Bank of Kenya (CBK) — if and when we are licensed as a Digital Credit Provider or equivalent regulated entity, and the matter falls within CBK's remit.
• Kenyan courts — for legal disputes that cannot be resolved through the above.

Nothing in this procedure limits your statutory rights. You can go straight to any regulator at any time without first using our internal process.

Our track record

We publish annual statistics on complaints received, the categories they fall into, average resolution time, and outcomes. These statistics are part of our annual report and available on request.