COMPLAINTS PROCEDURES

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The Namibia Financial Institutions Supervisory Authority (NAMFISA) regulates and supervises financial institutions, including
microlenders.
Microlenders are regulated under the provisions of the Microlending Act.
The inspection of microlenders is coordinated in accordance with the Inspection of Financial Institutions Act, 1984 (Act No. 38 of
1984).
If a microlender has treated you unfairly, you may complain to NAMFISA by filling out a Complaint Intake Form. You can get a
Complaint Intake Form from your microlender. Please ask for a form.
PLEASE FOLLOW THESE STEPS BEFORE MAKING A COMPLAINT WITH NAMFISA
Step I
First, take up the matter with the frontline staff of the Microlender. State the problem and ask for a solution. Specifically, ask if the staff
is able to resolve the complaint.
Step II
If the staff is unable to resolve the complaint, make an appointment with the Principal Officer/Owner of the Microlending business. Put
the problem in writing, ask for a solution within a certain period, and hand the complaint to the Principal Officer/Owner on the day of
the meeting. If the Principal Officer/Owner does not want to meet you or cannot give you a date within a reasonable time for a meeting,
go to Step III
Step III
If the microlender fails to reply or the complainant is not satisfied with the reply, or could not meet with the Principal Officer/Owner:
 Complete a Complaint Intake Form.
 Give the Complaint Intake Form plus any relevant supporting documents to the Consumer Complaints and Education
Department of NAMFISA.
 Should you want to make the complaint by e-mail, send it to info@namfisa.com.na and mail the relevant supporting
documentation to NAMFISA at the following postal address:
The Registrar
NAMFISA
P O Box 21250
Windhoek
NAMIBIA
Alternatively, bring the supporting documentation personally to:
The Registrar
NAMFISA
27 Fidel Castro St, Alexander Forbes House, 2ndFloor
Independence Avenue.
WINDHOEK
Refer to the e-mail complaint, particularly the date when it was sent.
 NAMFISA shall study the complaint and inform the complainant of the appropriate action.

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