Bank of Zambia Compliant
This complaint handling procedure is designed in full compliance with Bank of Zambia regulations for microfinance institutions, ensuring your rights are protected.
Our Commitment to You
At Goodfellow Finance Limited, we are committed to providing excellent customer service. We understand that sometimes things may not go as planned, and we take all complaints seriously. Our goal is to resolve your concerns fairly, efficiently, and in accordance with regulations.
How to Lodge a Complaint
Visit a Branch
Walk into any of our 28 branches and speak to our staff or branch manager.
Call Us
+260 211 238 719
+260 957 224 792
Monday - Friday: 8AM - 5PM
Email Us
complaints@goodfellow.co.zm
We respond within 24 hours
Write to Us
Goodfellow Finance Limited
Plot 8, Chaholi Road.
P.O. Box 50644
Rhodespark, Lusaka
Our Resolution Process
Complaint Receipt
Timeline: Immediate
We acknowledge receipt of your complaint immediately and provide you with a reference number for tracking purposes.
Investigation
Timeline: 1-3 Business Days
Our dedicated team investigates your complaint thoroughly, gathering all relevant information and documentation.
Resolution Proposal
Timeline: Within 5 Business Days
We contact you with our findings and proposed resolution. Most complaints are resolved at this stage.
Final Resolution
Timeline: Within 14 Business Days (Maximum)
If you accept our proposal, we implement the resolution. If not satisfied, we provide information about escalation options.
Committed Timeline
As per Bank of Zambia regulations, we aim to resolve all complaints within 14 business days. Complex cases may require additional time, but we will keep you informed throughout the process.
If You're Not Satisfied - Escalation Options
Step 1: Senior Management
If you're not satisfied with the initial resolution, request escalation to our senior management team.
- Contact: Senior Complaints Officer
- Email: customercare@goodfellow.co.zm
- Timeline: Additional 5 business days
Step 2: Bank of Zambia
If still unresolved, you have the right to lodge your complaint with the Bank of Zambia.
- Bank of Zambia
- Bank Square, Cairo Road, Lusaka
- Phone: +260 211 399 300
- Website: www.boz.zm
What to Include in Your Complaint
Personal Information
- Your full name
- Account or loan number
- Contact information (phone, email)
- National Registration Card number
Complaint Details
- Clear description of the issue
- Date and time of incident
- Branch or staff involved (if applicable)
- Supporting documents or evidence
Helpful Tip
The more detailed information you provide, the faster we can investigate and resolve your complaint. Keep copies of all correspondence for your records.
Your Consumer Rights
Protected by Bank of Zambia Regulations
Right to Complain
You have the right to lodge a complaint without fear of retaliation or negative consequences.
Timely Response
You have the right to receive acknowledgment and resolution within specified timelines.
Clear Information
You have the right to clear information about our complaint process and your options.
Fair Treatment
You have the right to impartial investigation and fair resolution of your complaint.
Escalation Options
You have the right to escalate unresolved complaints to Bank of Zambia.
Confidentiality
Your complaint and personal information will be handled with strict confidentiality.
Privacy & data protection complaints
If your complaint relates to how we handle your personal data and you are not satisfied with our response, you have the right to lodge a complaint with the Office of the Data Protection Commissioner under the Data Protection Act, 2021. Visit www.dataprotection.gov.zm or read our Privacy & Data Protection Policy.
Need to Lodge a Complaint?
We're here to listen and help resolve your concerns. Contact us today.
complaints@goodfellow.co.zm