Create a clear record
Start with what happened rather than assuming its cause. Record the date, the service involved and what went wrong. Keep evidence securely in your own records; this page does not receive documents or complaints.
- Separate observed facts from questions you need answered.
- Describe the outcome sought: an explanation, a record review or correction of an error.
- Note any prior contact with the SACCO and its response.
Contact the provider first
Raise the issue with the SACCO through a verified channel and request acknowledgement and a tracking reference. If it remains unresolved or you are dissatisfied, consult BNR guidance on escalation.
General guidance source: BNR — Consumer Protection Booklet, section 11 ↗
Use only a general description in a draft prepared here. Exclude PINs, OTPs, account numbers and ID numbers. Confirm a secure evidence-sharing method with the SACCO.
View SACCO contact informationKeep a follow-up record
What happened → Requested outcome → Agreed next step
Example structure: “On [date] I requested information about [service]. I still need clarification on [issue]. I would appreciate a written explanation of [question].” Include only accurate facts.
Keep the follow-up date and the location of your records. If unauthorised activity or a stolen phone is involved, first seek prompt help from the relevant providers.
Missing phone: first steps