Prepare before contacting the SACCO
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.
Four things to include
Use the preparation sheet. This page does not create a case reference or submit a complaint to the SACCO.
- When
- Date and time of the event
- What happened
- Service and the point to clarify
- Supporting records
- Copies relevant to the issue
- Requested outcome
- What you want explained or corrected
A tracking reference comes from the organisation receiving the complaint. It is different from the preparation sheet you make here.
Before you send your complaint
Ticks are not sent to the SACCO. Download the sheet to keep your own written record.
If the issue remains unresolved
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.
Sources and further reading
Financial-consumer rights and obligations booklet, complaints-handling section.
BNRReviewed: 14 September 2026