Mukuru Complaints Procedure

Kenya 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 +27 860 018 555.
4. Telephone
   Call our Contact Centre at +27 860 018 555.
5. Social media platforms (Facebook, X, Instagram, Linkedin)
6. Branches and Booths
7. 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 remain dissatisfied after Mukuru’s internal complaints process, you may contact the Central Bank of Kenya (CBK), which regulates money remittance providers in Kenya:

• Central Bank of Kenya, Haile Selassie Avenue
• Post: P.O. Box 60000 – 00200, Nairobi, Kenya
• Telephone: +254 20 286 0000
• Email: [email protected]