The Complaints Handling Procedure

Malawi 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]. Please include your cell phone number and ID/Passport number in the email.
2. WhatsApp
   Chat with us on WhatsApp at +265 996 145 764.
3. Telephone
   Call our Contact Centre at +265 995 291 236.
4. Social media platforms (Facebook, X, Instagram, Linkedin) 
5. Branches and Booths 
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. 

What if you are not satisfied with the outcome?

1. Internal Appeal
   If you want to appeal within Mukuru, you can talk to the country manager.
2. External Appeal
   If you are not satisfied with Mukuru’s final response, or we do not give you a decision within the timeframe we communicated to you, you may escalate your complaint to the Registrar of Financial Institutions at the Reserve Bank of Malawi.
   • Registrar of Financial Institutions / Reserve Bank of Malawi
   • Tel: 01 820 299 / 01 820 444
   • Email: [email protected]