Introduction

This policy sets forth the consumer redress mechanisms and procedures for handling
complaints, disputes, and requests from customers in compliance with the Central Bank of
Kenya (Amendment) Act, 2021 and the Central Bank of Kenya (Digital Credit Providers)
Regulations, 2022. Unifi Credit Limited is committed to offering clear, efficient, and
transparent channels for customers to raise complaints, providing timely responses, and
ensuring fair outcomes.

Policy Objectives

The objectives of this policy are:
● To provide an efficient, accessible, and fair complaint-handling process.
● To safeguard customers' rights and enhance consumer trust in Unifi Credit Limited.
● To meet regulatory obligations under the Central Bank of Kenya (Amendment) Act,
2021 and the Central Bank of Kenya (Digital Credit Providers) Regulations, 2022.

 Scope

This policy applies to all complaints, disputes, and redress requests from Unifi Credit Limited
customers. It covers the submission, acknowledgment, investigation, and resolution of
customer complaints and includes escalation options where necessary.

Redress Mechanism Framework

1. 1. Submission of Complaints
      Customers may submit complaints through any of the following channels:
      ● Customer Service Hotline: +254 20 5014 065
      ● Email: [email protected]
      ● Website: https://unifi.credit/ke/contact-us/
      ● Physical Office: First Floor, Citadel Building, Muthithi Road, Plot 50, Westlands,
      Nairobi
      Complaints should include the customer's name, contact information, account details, a
      detailed description of the issue, and any relevant documents.
   2. Acknowledgment of Complaints
      Upon receipt of a complaint, Unifi Credit Limited will:
      ● Acknowledge receipt within two (2) business days via SMS, email, or phone call.
      ● Provide a reference number and estimated resolution timeline, which will typically not
      exceed seven (7) business days.
   3. Investigation of Complaints
      Each complaint will be investigated by a designated customer service representative:
      ● Basic Inquiries: To be resolved immediately or within 24 hours.
      ● Moderate Complaints (e.g., issues with interest rates, billing, or payment
      discrepancies): Target resolution within five (5) business days.
      ● Complex Complaints (e.g., disputed credit assessments or fraud): Target resolution
      within 14 business days.
   4. Communication of Outcomes
      Customers will be informed of the outcome of the investigation through their preferred
      communication channel. If a complaint is rejected, a reason will be provided, and customers
      will be advised of any further steps or alternative redress options available.
   5. Escalation and Appeals
      If customers are dissatisfied with the outcome:
      1. Internal Review: Customers can request a review by a senior customer service
         representative.
      2. Appeals to External Bodies:
         ○ Customers may appeal to the Central Bank of Kenya’s Consumer
         Protection Department.
         ○ Customers may also file a complaint with the Office of the Data Protection
         Commissioner if a data privacy issue is involved.
      3. Consumer Rights and Transparency
         Unifi Credit Limited ensures that:
         ● Consumers are made aware of their rights in all consumer-facing materials.
         ● The details of the complaints process, timelines, and escalation options are available
         on the website and in print at all service points.
         ● Consumers are treated fairly, without discrimination or retaliation.
      4. Reporting and Compliance
         Unifi Credit Limited will submit quarterly reports to the Central Bank of Kenya detailing:
         ● The total number of complaints received, types, and resolution timelines.
         ● Any patterns or recurring issues, with action plans to address them.
         ● A summary of appeals to external bodies and any feedback received.
      5. Record Keeping of Complaints
         Unifi Credit Limited will keep consumer complaints and their outcomes for a period of at least
         7 years after the resolution of the complaint.
      6. Continuous Improvement
         This policy will be reviewed annually and updated as necessary to ensure compliance with
         applicable regulations and enhance customer satisfaction.

Effective Date: 01 March 2024 Policy Review Date: 01 March 2025

This policy is designed to ensure compliance with Kenya's regulatory requirements while
fostering consumer trust and maintaining clear, fair, and accessible complaint-handling processes.