Complaints and Feedback
Your Voice Matters to Us
At Finerate Ventures Ltd, we believe that good customer service begins with listening. We value feedback from our customers, loan applicants and members of the public because it helps us improve our services, strengthen accountability and build lasting relationships.
If you have a concern, complaint, suggestion or compliment about our services, we encourage you to get in touch. We are committed to treating every complaint fairly, respectfully and confidentially.
1. What You Can Raise With Us
You may submit a complaint or feedback relating to:
- Loan application processing, assessment or communication.
- Delays in application decisions or disbursement.
- Loan terms, charges, repayment schedules or account information.
- The conduct or service provided by a member of our team.
- Customer service, communication or general enquiries.
- Privacy, confidentiality or the handling of personal information.
- Payment records, repayment discrepancies or other account concerns.
- Suggestions for improving our products and services.
2. How to Submit a Complaint
You can contact us through any of the following channels:
Telephone/WhatsApp: 0705 819 774
Email: info@finerateventures.co.ke
In person: Finerate Ventures Ltd, Kenwood Business Plaza, Kiambu Town, Kenya.
When submitting a complaint, please provide the following information where applicable:
- Your full name and preferred contact details.
- Your loan application or account reference, if available.
- A clear description of the issue.
- Relevant dates, transaction details or supporting documents.
- The action or resolution you would like us to consider.
Please do not send passwords, PINs, one-time verification codes or other unnecessary sensitive information when raising a complaint.
3. Our Complaint-Handling Process
We aim to handle complaints in a fair, professional and timely manner.
Step 1: Receive and acknowledge. We will receive your complaint, record the details and acknowledge it through an appropriate communication channel.
Step 2: Review and investigate. The relevant team will examine the information provided and may contact you for clarification or supporting documentation.
Step 3: Work towards a resolution. We will assess the matter and communicate our findings, proposed action or decision.
Step 4: Follow up where necessary. If the issue remains unresolved, you may request further review or seek assistance through an appropriate external channel.
We aim to resolve complaints as promptly as possible. Where the applicable regulatory framework requires a specific resolution period, we will follow that requirement.
4. Fair and Respectful Treatment
We will endeavour to:
- Treat complainants with dignity, fairness and respect.
- Assess complaints objectively and without unnecessary delay.
- Protect personal information and limit access to authorised personnel.
- Communicate progress and outcomes through appropriate channels.
- Use feedback to identify service gaps and improve our operations.
Submitting a complaint will not, by itself, be a reason to deny you fair treatment. Any lending decision will remain subject to applicable eligibility requirements, contractual obligations and the law.
5. Confidentiality
Information provided in a complaint will be handled confidentially and used to investigate, respond to and resolve the matter, or for other lawful purposes where necessary.
Information may be disclosed to authorised personnel, professional advisers, regulators or other parties where reasonably necessary and permitted or required by law.
6. What If You Are Not Satisfied?
If you are dissatisfied with our response, you may request a further review by explaining why you believe the matter remains unresolved.
Depending on the nature of the complaint, you may also approach the relevant regulatory or oversight body. For concerns about the processing of personal information, you may contact the Office of the Data Protection Commissioner through its official website: https://www.odpc.go.ke/
Where Finerate Ventures is subject to a specific lending or financial-services complaints framework, the applicable escalation channels and requirements will also apply.
7. Share Your Feedback
Your feedback helps us understand what we are doing well and where we need to improve. Whether you are sharing a concern, recommending an improvement or recognising excellent service, we appreciate you taking the time to contact us.
Contact Finerate Ventures Ltd
Telephone/WhatsApp: 0705 819 774
Email: info@finerateventures.co.ke
Office: Kenwood Business Plaza, Kiambu Town, Kenya
Website: https://finerateventures.co.ke/
Finerate Ventures Ltd — More than just a loan. We invest in your success.
