1. How to complain
You can raise a complaint by:
- emailing complaints@usefaharipay.com;
- contacting your account manager or our support team at support@usefaharipay.com; or
- writing to FahariPay Limited, Kabarnet Road, Kilimani, Nairobi, Kenya (P.O. Box 8798-00200, City Square).
Please include your business name, a description of the issue, relevant transaction references and what you'd like us to do.
2. What happens next
| Step | Our commitment |
|---|---|
| Acknowledgement | We confirm receipt within [2] business days and give you a reference number. |
| Investigation | A team member independent of the issue reviews it and may ask for more information. |
| Final response | We aim to resolve complaints within [14] business days. If it will take longer, we'll tell you why and when to expect an answer. |
3. If you're not satisfied
If you're unhappy with our final response, or we haven't responded in time, you can escalate:
- for issues with an account or payment service provided by our banking Partner, through the Partner's complaints process;
- to the Central Bank of Kenya, for matters within its supervision;
- to the Office of the Data Protection Commissioner, for data-protection matters.
[Confirm escalation routes and timelines with counsel and Partners.]
4. Fair treatment
Raising a complaint will never affect how we treat you. We record and analyse complaints to fix root causes and improve our service.