Complaints Procedure

Last updated: May 2026

Kuula Microfinance is committed to handling complaints fairly, quickly, and transparently. If something has gone wrong, we want to know about it and put it right.

Step 1: Talk to your loan officer

Most issues are resolved fastest by speaking directly with the Kuula officer who manages your account. They are empowered to address common concerns immediately.

Step 2: Contact our complaints desk

If your concern is not resolved at officer level, contact us directly:

We will acknowledge your complaint within 2 business days and aim to resolve it within 14 business days. Where a complaint requires more time, we will keep you informed of progress.

Step 3: External escalation

Kuula Microfinance Company Limited is registered with the Uganda Registration Services Bureau (URSB) for monetary intermediation under Tier 4. Our application for a Tier IV money lender licence with the Uganda Microfinance Regulatory Authority (UMRA) is in progress. Once the licence is issued, customers will be able to escalate unresolved complaints to UMRA. We will publish those details here once the licence is issued.

Until then, if your complaint cannot be resolved with us, you may:

  • Seek mediation through a community or legal aid organisation
  • Raise the matter with the Uganda Registration Services Bureau (URSB), with whom we are registered for monetary intermediation under Tier 4
  • Pursue legal remedies through the Ugandan courts

What we record

Every complaint is logged with the date received, the issue raised, steps taken, and the resolution. This record is reviewed by management and shared with our regulator on request.