INTWARI SACCO GICUMBI
Feedback and complaint preparation

Prepare feedback or a service complaint and keep the facts and replies together.

Describe what happened
Note the date, service, any relevant amount and what you expected. Put the events in time order.

Gather relevant records
Keep copies of relevant receipts and messages. State the outcome you seek: an explanation, a correction or a transaction review.

Keep a follow-up record
Ask for the confirmed complaints channel. Request acknowledgement, a tracking reference and the expected response date.

Before you send your complaint
[ ] I described the issue clearly.
[ ] I included only relevant copies.
[ ] I excluded PINs, one-time codes and passwords.
[ ] I know whom to contact and how to follow up.

Event date: ____  Service: ____  What happened: ____
________________________________________________________________________
________________________________________________________________________

Requested outcome and relevant supporting records: ____
________________________________________________________________________
________________________________________________________________________

Date sent | Recipient | Reference received | Reply | Next step
________________________________________________________________________
________________________________________________________________________

My notes:
__________________________________________________________
__________________________________________________________
__________________________________________________________

Date and next step:
__________________________________________________________

Ask the SACCO about the next escalation step and retain your complaint and the response. BNR’s consumer booklet explains acknowledgement, tracking and escalation to BNR. Consult its official guidance for the applicable process.
https://www.bnr.rw/documents/CP_Booklet_English_version.pdf#page=31