Complaints Procedure

Last updated: April 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 with the Kuula officer who serves your group. They are empowered to address common concerns immediately.

Step 2 — Contact our complaints desk

If your concern is not resolved at the group level, contact our complaints desk 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 — Escalate to UMRA

If you are not satisfied with our resolution, you may escalate your complaint to the Uganda Microfinance Regulatory Authority (UMRA), which regulates Tier IV money lenders in Uganda.

  • Uganda Microfinance Regulatory Authority (UMRA)
  • Plot 6, Hannington Road, Kampala
  • Website: www.umra.go.ug

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.