Complaints Procedure
Your feedback helps us serve you better.
At EFC, we value your feedback – whether it is a suggestion, a compliment, or a complaint. If something did not go as expected, and you have a complaint regarding our products, services or staff, please let us know. We promise to treat your complaint with the urgency and care it deserves.
Step 1
Please use any of the following means to raise your complaints:
- Walk-in: Speak to the Branch Service Delivery Manager at any EFC branch
- Letter: Write a letter to the Branch Manager of your respective EFC branch
- Suggestion box: Write your complaint and drop it in our suggestion box
We will record your complaint and give you a Complaint Reference Number for easy follow-up.
Step 2
If you are not satisfied with the response the Branch Manager has given you, please escalate to our Customer Care team through any of the following means:
- Phone Call: Call Customer Care on 8899 (toll-free)
- Email: [email protected]
At this stage, your complaint will be reviewed by EFC Senior Management, and you will receive a detailed update within 5 working days.
Step 3
If you initially raised a complaint through our Customer Care team or are unsatisfied with the response to your complaint, you may escalate your concern to our Chief Executive Officer in writing. Please address your complaint to:
The Chief Executive Officer
Pulse Financial Services Limited T/A
Entrepreneurs Financial Center
2nd Floor, Unit 11, Pangaea Office Park, Arcades Area, Lusaka
You may also call 0211420200 to reach the Chief Executive Officer. The Chief Executive Officer will respond to your complaint within 2 working days.
Step 4
If all internal steps have been followed and the issue is still unresolved; you may escalate your complaint to the Bank of Zambia through the following address:
The Director- Financial Conduct Supervision Department
Bank of Zambia
P.O. Box 30080
Bank Square, Cairo Road
Lusaka
Email: [email protected]
Complaint Resolution Timeframes
When you lodge a complaint with us, we will confirm that we have received your complaint within 2 working days, and then work to resolve it within the timelines outlined below:
- Standard complaints (e.g., communication delays or long waiting times) will be resolved within 5 working days. If we anticipate needing more time, we will inform you within 2 working days and explain why.
- Complex complaints (e.g., those that involve third-party service providers) may take up to 15 working days to fully resolve.
Throughout the process, we will keep you informed so that you always know where things stand.
Remember: Always keep your Complaint Reference Number safe – it helps us track your case quickly.
“The next steps for business.”We appreciate your trust in us and will do everything possible to make things right.