Mukuru Complaints Procedure
Uganda Complaints Handling Procedure
How to submit a complaint
If you are unhappy with our service, here are the ways to reach us:
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.
- Internal Appeal
If you want to appeal within Mukuru, you can talk to the country manager. - External Appeal
If you are dissatisfied with our response, you may escalate your complaint to the Bank of Uganda within 30 days of our decision.
- Bank of Uganda
- Toll-free: 0800 144 044
- Email: [email protected]
- Address: Plot 37/45 Kampala Road, P.O. Box 7120, Kampala, Uganda