Complaints
If something went wrong, tell us.
Complaining is not rude. It is how we find out what is not working and fix it. We commit to the timelines below, and you can escalate to the Bank of Uganda Complaints Desk if we fall short.
- 3 days
- Acknowledge within
- 21 days
- Final response within
- 30 days
- Escalation window
- BoU
- Regulator
Our process
Three steps, with a deadline for each.
This is the process we follow for every complaint we receive. The timelines are the maximum — most complaints are resolved faster.
- 1Within 3 working days
Acknowledge your complaint
We confirm we have received it, tell you who is handling it, and give you a complaint reference.
- 2Within 14 working days
Investigate
We look into what happened, review our records, and speak to the people involved. We may contact you for more information.
- 3Within 21 working days
Give you a full response
We explain our findings, what we are doing about it, and any remedy. If we cannot resolve the matter in the timeframe, we tell you why and when we will.
File a complaint
Write to us.
Fill in the form below. You will receive a reference number, and you can use it to follow the progress of your complaint.
Track an existing complaint
Enter the reference we sent you and the email you used.
Prefer to write? Send to
Complaints Desk, Jahihi Uganda, Plot 12, Kampala Road, Kampala
Or email complaints@jahihi.ug
If we do not resolve it
You can escalate to the regulator.
If you are not satisfied with our final response, or if we do not respond within 21 working days, you have the right to escalate your complaint to the Bank of Uganda Complaints Desk. You must do this within 30 days of our final response.
There is no charge for escalating, and your relationship with us does not change if you do.
You file the complaint
Through this page, by email, or in branch. We send you a reference number.
We respond within 21 working days
A full written response with reasons and any remedy.
You escalate to Bank of Uganda Complaints Desk
Within 30 days of our final response.
Our commitments
What you can expect from us.
A complaint is a governance event — it becomes part of the record that our board and our regulator review. This is why we take every complaint seriously, no matter how small.
- We will not close your complaint without giving you a written response and reasons.
- We will not treat you differently because you have complained.
- We will not charge you for making a complaint or for escalating it.
- We will not require you to accept a resolution before we investigate.
- We will not use your complaint as a reason to decline future applications.
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