Complaints and feedback · Malalamiko na maoni

Tell us how we're doing

If something went wrong, we want to put it right. If something went well, we want to know that too. Every complaint is recorded, taken seriously and answered.

Kama kuna tatizo, tuambie tulirekebishe. Kila lalamiko linarekodiwa na kujibiwa.

How to raise a complaint

Use whichever channel suits you:

The complaints form on this page
WhatsApp: +254 715 097 128 (opens in a new tab)
Phone: +254 715 097 128
Email: info@meatsokogroup.com
In person or by letter at Kiamaiko, Nairobi, Kenya

What information to provide

Your name, phone number and member number (if you have one)
What happened, and when
Who was involved — for example a staff member or agent
Any amounts and M-Pesa codes or receipt numbers
Photos or screenshots, if you have them
What you would like us to do to put it right

Never send us your PIN or M-Pesa PIN.

Response-time expectations

Acknowledgement

Within 2 business days

We confirm we have received your complaint and give you a reference number.

Resolution

Within 10 business days

We investigate and give you a full written response explaining our decision.

If we need longer

We tell you

If an investigation is complex, we explain why and give you a new date.

Escalation route

Step 1: Customer service team
Most issues are resolved here, quickly.
Step 2: SACCO Manager
If you are not satisfied with the first response, ask for your complaint to be reviewed by the Manager.
Step 3: Supervisory Committee
An elected committee of members that oversees how the SACCO is run, independent of management.
Step 4: Board of Directors
For complaints that remain unresolved after the Supervisory Committee's review.
Step 5: External bodies
If you are still not satisfied, you may refer your complaint to the relevant external authority: the relevant Kenyan cooperative authority or regulator, as applicable.

Product terms or pricing concerns

If you think a price, fee or product decision is wrong, you can ask the Supervisory Committee to review it. See the escalation route.

Complaints and feedback form

Fields marked (required) are required.

What kind of feedback is this?

ComplaintSomething went wrongProduct terms or pricingAsk us to review a product decision or chargeSuggestionAn idea to improveComplimentSomething went well

Your name

Member number(optional)

If you are a member.

Phone number

Email address(optional)

Which area is it about?

When did it happen?(optional)

Any reference number(optional)

For example an M-Pesa code or receipt number.

What happened?

Include what happened, who was involved, and any amounts. Do not include your PIN.

What would you like us to do?(optional)

Attach a photo or document(optional)

For example a receipt or screenshot. JPG, PNG, WEBP or PDF, up to 5 MB.

I agree that MeatSoko SACCO may use the details in this form to investigate and respond to my feedback.

How we use your information

Your feedback is seen only by staff handling complaints and, where needed, the Supervisory Committee or a regulator. Raising a complaint will never affect how we treat your membership or applications.