Financial Consumer Advisory Centre

Independent redress for financial consumers

If a bank, mobile money operator, microfinance institution, SACCO or insurer has treated you unfairly, lodge a complaint with the Financial Ombudsman. Every case is registered, investigated and tracked to a documented outcome.

Before you start

Have your National Identification Number available.
Use a phone number you can receive an SMS code on — verification is mandatory.
Know the institution and branch involved, and the date of the incident.
Prepare supporting documents: statements, demand letters, agreements or correspondence (PDF, JPG, PNG or Word, up to 10 MB each).
You may save your progress and resume later on the same device.

How a complaint is handled

1. Lodge your complaint

Complete a short guided form with details of the institution, the incident and the outcome you are seeking.

2. Verify and sign

Confirm your phone number with a one-time code, then sign the indemnity and data-processing declaration.

3. Case is opened

You receive a reference number and a case officer reviews eligibility and begins the investigation.