CONTACT US
Walk in(in person)
Simply meet one of our staff members at counters and they will log your grievance accordingly.
Log onto our website
Phone
In writing
By Email:
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By Fax: +230 203-6810
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By Fax: +230 203-6810
If the Customer Experience Team is unable to resolve your concern on the spot, a written complaint will have to be filed by you. Your complaint will be referred to a dedicated personnel who will acknowledge receipt of same within two working days and provide you with a reference number. We endeavour to provide you with a decision on your complaint within 10 days depending on the nature and complexity of your complaint. If the Customer Experience team requires additional time, we shall inform you in writing regarding this.
If you are unsatisfied with the decision provided by the Customer Experience team, we request that you write to the Complaints Officer/ Coordinator at:
The Complaints Officer/ Coordinator will initiate an investigation and contact you to provide a decision on your complaint within 10 days.
REPORT TO THE COMPLAINT OFFICER
REPORTS TO THE MANAGEMENT
If you are unsatisfied with the decision provided by the Customer Experience team, we request that you write to the Complaints Officer/ Coordinator at:
CEO's Office
If you are still aggrieved and not satisfied by the resolutions provided to you or if you have not received a decision from CFSL within 10 days as from the date CFSL acknowledges receipt of your written complaint, you may refer your complaint to:
The Ombudsperson For Financial Services
You would need to specify the nature of the complaint, the redress sought for and the reasons for your dissatisfaction duly accompanied by the following documents:
i. a copy of the complaint made to CIM Financial Services Ltd ;
ii. a copy of the decision made by CIM Financial Services Ltd ; and any other document or information which may be of relevance to your complaint.
