Unifi Loans Uganda Limited – Disputes and Complaints Handling Procedure

At Unifi Loans Uganda Limited, we are committed to delivering exceptional service and resolving any disputes or complaints in a timely and transparent manner. We provide several channels through which clients can submit their concerns:

1. Phone: Call our Customer Care Centre on 0202409700 to speak directly with one of our agents.
2. Email: Send your complaint or dispute to [email protected].
3. In-person at branches: Visit any Unifi branch and submit your complaint directly to the Branch Manager on duty, who will document and escalate the matter for resolution.
   

Process and Response Time

• Once a complaint is received — whether by phone, email, or in person — it will be logged into our system by our Call Centre or Branch Team.
• Every complaint will be acknowledged and responded to within 48 hours from the time of receipt.
• If additional investigation is required, clients will be kept informed of the progress and expected timelines until the matter is resolved.

Escalation

• If you are not satisfied with the initial resolution, you may escalate the matter by sending an email to [email protected], where a Senior Manager or the relevant department will review the case.
• Further escalation options, if necessary, will be communicated directly to you.

We value your feedback and view complaints as an opportunity to improve our services.

For any disputes or complaints, please call us on 0202409700 or email us at [email protected].