Your rights and our commitment to fair treatment
At Nakhalat Finance, we are committed to treating all our customers fairly, transparently, and with respect. Your financial wellbeing is our priority, and we uphold the highest standards of customer protection in all our operations.
We believe in clear communication, honest dealings, and responsible lending practices. Every customer has the right to understand their loan terms, receive fair treatment, and have their concerns addressed promptly and professionally.
If you have a concern or complaint about our services, we want to hear from you. You can lodge a complaint through any of the following channels:
We will acknowledge receipt of your complaint within 2 business days.
We will thoroughly investigate your complaint and gather all relevant information.
We aim to resolve all complaints within 14 business days of receipt.
You will receive a detailed response explaining our findings and any actions taken.
If you are not satisfied with our response or resolution, you have the right to escalate your complaint:
Internal Escalation: Request to speak with our Complaints Manager or senior management team.
External Escalation: If your complaint remains unresolved after internal escalation, you have the right to approach the Reserve Bank of Zimbabwe.
If you believe your complaint has not been adequately addressed, you may contact the Reserve Bank of Zimbabwe:
Address: 80 Samora Machel Avenue, Harare, Zimbabwe
Phone: +263 4 703000
Website: www.rbz.co.zw
"We value your feedback and are committed to continuous improvement. Every complaint is an opportunity for us to serve you better and uphold the trust you place in Nakhalat Finance."