Legal

Complaints Procedure

If something has gone wrong, tell us. Making a complaint is free, and we will deal with it fairly.

Last updated: 13 November 2026

Draft for review. This page is awaiting review by GreenLife Microfinance and its legal advisers. Highlighted items marked “To be confirmed” are details still to be supplied.

1. How to complain

You can complain in English or Kiswahili, using whichever channel suits you:

Please tell us your name, how to reach you, what happened and what you would like us to do. If someone is helping you, or you need support because of a disability or language barrier, let us know and we will assist.

2. What happens next

  1. We acknowledge your complaint [To be confirmed: acknowledgement time, for example within 24 hours].
  2. We investigate and aim to resolve it [To be confirmed: resolution time, in line with the Bank of Tanzania regulations].
  3. We tell you the outcome in writing, with our reasons and what you can do next.

Complaints are free of charge. We keep a record of every complaint for at least five years.

3. If you are not satisfied

If you are not happy with our decision, or you do not hear from us in time, you can take your complaint to the Bank of Tanzania free of charge through SEMA NA BoT, its financial consumer complaints service, by website, mobile app or toll-free line.

The Bank of Tanzania usually expects you to have complained to us first and to have received our final answer.

4. Complaints about your personal information

If your complaint is about how we handle your personal information, you can also contact the Personal Data Protection Commission. See our Privacy Notice.

5. Insurance complaints

For complaints about insurance arranged through Greenhill Insurance Agency, call +255 782 784 552 or use any of the channels above. Unresolved insurance complaints can be taken to the Tanzania Insurance Regulatory Authority (TIRA).