Cashlog
Customer care

Complaints policy

If something has gone wrong, tell us. We aim to put it right within 14 days.

Step 1: Tell us

Email complaints@cashlog.co.ke with your name, ID number, loan reference (if any) and a clear description of the issue. We acknowledge within 24 hours.

Step 2: Investigation

A complaints officer (not the team that handled your case) reviews the matter. We aim to issue a final response within 14 calendar days.

Step 3: Escalation

If you're unsatisfied with our final response, you may escalate to:

  • The Partner Lender's regulator (the Central Bank of Kenya for licensed institutions).
  • The Office of the Data Protection Commissioner (for data-related complaints).
  • The Competition Authority of Kenya (for consumer protection matters).

Tracking

We publish quarterly complaint statistics in our annual transparency report.