Complaints Procedure
We’re committed to resolving your concerns fairly, professionally, and promptly.
What is a Complaint?
A complaint is any expression of dissatisfaction regarding:
- Our loan products or services
- Customer service received
- Loan application decisions
- Fees, charges, or interest calculations
- Delays in processing applications
- Staff conduct
- Any other matter relating to our services
Before You Submit a Complaint
To help us resolve your complaint efficiently, please have the following information available where applicable:
- Your full name
- Loan Reference Number
- Identity Number
- Contact details
- Description of your complaint
- Supporting documents or evidence (if any)
How to Submit a Complaint
You may submit your complaint using any of the following methods:
- Email:
- Telephone:
- WhatsApp:
- Office Address:
You may also submit your complaint using the online contact form available on our website.
Our Complaint Handling Process
Step 1 – Acknowledgement
Once your complaint has been received, we will acknowledge receipt and record it in our complaints register.
Step 2 – Investigation
Our team will carefully review the information provided and investigate the matter objectively.
If additional information is required, we may contact you for clarification.
Step 3 – Resolution
Once the investigation has been completed, we will communicate the outcome and, where appropriate, explain any corrective action taken.
Our Commitment
Osino Cash Loan CC is committed to:
- Treating all complaints fairly and confidentially.
- Investigating complaints objectively.
- Keeping customers informed during the complaint process where necessary.
- Continuously improving our services based on customer feedback.
- Maintaining proper records of all complaints received.
If You Are Not Satisfied
If you remain dissatisfied after our internal complaints process has been completed, you may seek further guidance from the Namibia Financial Institutions Supervisory Authority (NAMFISA), which oversees financial institutions operating within Namibia.
Submitting a complaint to Osino Cash Loan CC does not affect any rights you may have under applicable Namibian laws.
Privacy
All information provided during the complaints process will be handled confidentially and used solely for the purpose of investigating and resolving your complaint, subject to applicable legal and regulatory requirements.
Osino Cash Loan CC
A Namibian microlending company focused on providing fast, accessible short-term loans to individuals and small business owners who need urgent financial support. When life happens, access to money should not be complicated.
Contacts
- +264 81 678 7929
- info@osinocashloan.com
- 48 Calvyn Street, Academia, Windhoek, Namibia
Compliance Notice
Osino Cash Loan CC is a registered and regulated lender by the Namibia Financial Institutions Supervisory Authority (NAMFISA). We operate under strict compliance standards to ensure responsible lending and client protection.