Complaints & Dispute Resolution Policy

How to complain

Send your complaint to info@tectrifinance.com or call +260 977 717 636. Include your name, loan/application reference, issue, dates and any supporting evidence.

Our process

1. Acknowledge and record the complaint.
2. Review the relevant account, application, agreement and communications.
3. Provide a response or request additional information.
4. Where the issue is not resolved, explain the available escalation route.

Fair treatment

Customers will not be penalised for making a genuine complaint. Complaints will be handled confidentially to the extent reasonably possible.

Regulatory escalation

Where Tectri Finance is subject to a financial-sector regulator or other competent authority for the relevant service, customers may use the applicable external complaint or dispute-resolution mechanism after following the internal process, where required.