SKAICOMMICROFINANCE LIMITED

Tell us what happened

If you are dissatisfied with an application, loan, repayment, payroll deduction, communication, privacy matter or service experience, contact Skaicom as soon as possible and explain the outcome you are seeking.

How to submit a complaint

Information to include

Provide your name and preferred contact, a clear description of the issue, relevant dates, the people or employer involved, supporting records and the resolution you are requesting. Avoid sending passwords or portal access codes.

What happens next

Skaicom should record the complaint, acknowledge it, investigate the facts, request further information where necessary and communicate its decision or proposed resolution. If more time is required, the customer should be told why and advised of the next expected update.

Escalation

If the complaint is not resolved, request internal escalation. Information about the appropriate external escalation body will be added when Skaicom’s registration and licensing details are finalised. This does not prevent a customer from using any remedy available under applicable law.

Confidentiality and fair treatment

Complaints should be handled respectfully and with appropriate confidentiality. Raising a genuine complaint should not, by itself, result in unfair treatment.