Home > Legal > Mukuru Complaints Procedure

Mukuru Complaints Procedure

United Kingdom Complaints Handling Procedure

How to submit a complaint

If you are unhappy with our service, here are the ways to reach us:

  1. Email
    Send an email to [email protected]
  2. Please include your cell phone number and ID/Passport number in the email.
  3. WhatsApp
    Chat with us on WhatsApp at +44 20 7183 0052.
  4. Telephone
    Call our Contact Centre at +44 20 7183 0052.
  5. Social media platforms (Facebook, X, Instagram, Linkedin)  
  6. Mukuru website
    • Go to www.mukuru.com.
    • On the homepage, select the Help & Support tab.
    • Click on Get in Touch and complete your contact details.
    • Briefly describe your complaint.
    • Choose “Complaint” as the query type and send it to our Escalations Team.

Our team will contact you by phone or email to get more details and will either resolve the issue or pass it to the right department if needed.

How your complaint will be handled

When a complaint is received by Mukuru, the following process is followed:

  • The Support team logs complaint and creates a ticket for the Quality Assurance Team.
  • The Quality Assurance Team acknowledges receipt, issues a ticket number, and provides updates every 48 hours to the customer.
  • If unresolved, the complaint is escalated to a manager.
  • The manager investigates and consults the responsible persons to resolve the complaint as soon as possible.
  • Complicated or legal cases may be referred to the Legal Team.
  • The final decision, including the reasons, is communicated to the customer.

Complaint Reference Number
When you send a complaint, you’ll get a reference number to track it.

Response time

We aim to respond within 24-48 hours (Mon – Fri). For complicated issues, it might take longer, but we will keep you updated.

Time limits for fixing complaints

  • Easy complaints: Resolved within 3 working days.
  • Normal complaints: Resolved within 5 working days.
  • Complicated complaints (involving other companies): Relevant timelines will be communicated to you by support agents.
  1. Internal Appeal
    If you want to appeal within Mukuru, you can talk to the country manager.
  2. External Appeal

If you are dissatisfied with our final response, or you have not received a response within the applicable regulatory timeframe, you may refer your complaint to the Financial Ombudsman Service (FOS). You should normally do this within 6 months of the date of our final response.