Complaints
How to complain
We are not yet licensed and have no customers, so there is nothing to complain about yet. This is the procedure that will apply from the day we launch — and it applies today to anything we do as a company.
Regulatory notice. Zuripay Solutions Limited has submitted an application for licensing with the Bank of Zambia. Our application is currently under review. Zuripay is not currently licensed to provide regulated payment services in Zambia. Regulated services will commence only after all required approvals have been obtained.
The procedure
- Tell us. Email info@zuripay.co.zm or call +260 977 476 987. Tell us what happened and what you would like us to do.
- We acknowledge. We will acknowledge your complaint promptly and give you a reference and a named point of contact.
- We investigate. We will look into it and come back to you with a written answer and our reasons.
- You can escalate inside Zuripay. If our answer does not satisfy you, you can ask for it to be reviewed by someone more senior who was not involved the first time.
- You can escalate past us. If you are still not satisfied, you may take the matter to the Bank of Zambia. We do not control that step, and we will not stand in its way.
What we commit to
- We will not make you complain twice to be heard.
- We will tell you the outcome in writing, with reasons.
- We will tell you how to escalate, rather than waiting to be asked.
- We will keep a record of every complaint and what it taught us.