A clear concern.
The details that help.
If a service did not go as expected, organise what happened into a clear account. This page helps you prepare your complaint.
Prepare step by step
Put events in order
Start with the date and time, the service involved and what you expected. Describe what happened, separating what you observed from what you still need clarified.
Prepare supporting records
Keep copies of relevant receipts, messages or confirmations and make a list of them. Do not put a PIN, password or one-time code in your complaint.
State the resolution you seek
Do you want an explanation, a transaction reviewed or information corrected? Say so in one short sentence. Ask for acknowledgement, a reference and the expected response time.
A complaint outline
On ____ I used ____. I expected ____, but ____ happened. I have these supporting records: ____. I would like ____. Please explain how I can follow up.
Raise the complaint with the SACCO first. Keep your copy and the response. If it remains unresolved, review the escalation guidance in the BNR booklet linked below.
My checklist
Check each item as you prepare it.
Checks are not saved when you leave this page. You can print the checklist before closing it.
Put your preparation to use.
The next tool prepares a draft only. This website does not submit a complaint, issue a complaint reference or open a case with the SACCO.
Prepare your complaint draftRead the supporting guidance: BNR · Complaints handling, section 11