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Customer grievance · resolution · SLA tracking
| Outcome | Standard | Signals | Customer action | Status | Custody hash |
|---|---|---|---|---|---|
Effective complaint resolution customer dignity operations / No unresolved complaint remains outside acknowledgement or resolution SLA. | CBK consumer protection / FCA Consumer Duty / World Bank financial consumer protection | 0 complaints in scope / 0 open complaints / 0 SLA breaches |
WCAG 2.2 journey accessibility, plain-language and translated disclosures, assisted channels, USSD and low-bandwidth fallback, financial education, vulnerability handoff, defect remediation, and board evidence custody.
Complaint intake, impartial handling, vulnerable-customer support, redress calculation, dispute escalation, root-cause remediation, recurrence monitoring, third-party accountability, synthetic-action blocking, and board evidence custody.
| within_tolerance Report SLA breaches and ageing themes to the board conduct-risk pack. |
| 5acc7d0e12fc...66c25e0e |
Vulnerable customer support customer protection lead / Every vulnerability signal has a support route, communication adjustment, and evidence note. | CBK consumer protection / FCA Consumer Duty / World Bank financial consumer protection | 0 vulnerability signals / assisted communication and hardship review routes required | Route vulnerable customers to assisted communications and hardship review. Review whether fees, repayment timing, or product complexity contributed to harm. | within_tolerance Escalate vulnerable-customer support gaps to conduct risk committee. | 2617757ee75a...2b574784 |
Fair value and product suitability product governance / Pricing, fees, collections actions, and decline reasons remain suitable for the customer segment. | CBK consumer protection / FCA Consumer Duty / World Bank financial consumer protection | 0 fair-value or suitability signals / pricing, fee, affordability, and decline reason review required | Record suitability adjustments for low-income, hardship, and first-time borrower segments. Trigger fair-value review when fee, pricing, affordability, or suitability complaints cluster. | within_tolerance Escalate product-value and suitability clusters to product governance minutes. | 34817e84f0d0...32bd1825 |
Root-cause remediation and board escalation conduct risk committee / Recurring harm themes are converted into owner actions and board conduct-risk evidence. | CBK consumer protection / FCA Consumer Duty / World Bank financial consumer protection | 0 root-cause clusters / board conduct-risk escalation pack generated | Confirm remediation removes repeat friction for vulnerable customers. Escalate repeat product-value issues into conduct risk and product committee minutes. | within_tolerance Attach root-cause remediation status to the board risk committee evidence pack. | 519ae183164a...ee859d84 |
| Root cause | Complaints | Open | SLA breaches | Owner | Next action | Custody hash |
|---|---|---|---|---|---|---|
| No conduct root-cause clusters in this view. | ||||||
| Journey | Language and comprehension | Accessibility controls | Fallback | Status | Hash |
|---|---|---|---|---|---|
Mobile loan application and affordability disclosure loan_application / micro and small merchants | plain 88 / translation 100.00% / comprehension 90.00% | WCAG 18/18 / keyboard ready / screen reader ready / error prevention ready | low bandwidth ready / USSD ready / assisted ready | within | 784e3a77113e...334b78ed |
Repayment, payoff, waiver, and dispute self-service repayment / mobile borrowers | plain 86 / translation 100.00% / comprehension 89.00% | WCAG 17/17 / keyboard ready / screen reader ready / error prevention ready | low bandwidth ready / USSD ready / assisted ready | within | 66a6e733e5dc...a0955ee3 |
Complaint, redress, and vulnerable-customer support complaint / complainants and vulnerable customers | plain 91 / translation 100.00% / comprehension 93.00% | WCAG 20/20 / keyboard ready / screen reader ready / error prevention ready | low bandwidth ready / USSD ready / assisted ready | within | b2b4b7a953b8...4ba792e9 |
Collections hardship negotiation and forbearance explanation collections / borrowers in financial difficulty | plain 87 / translation 100.00% / comprehension 88.00% | WCAG 19/19 / keyboard ready / screen reader ready / error prevention ready | low bandwidth ready / USSD ready / assisted ready | within | 2cdbfe1cf7c2...6406c07c |
Soko RFQ, invoice financing, and supplier settlement disclosure marketplace / SME suppliers and merchants | plain 85 / translation 100.00% / comprehension 87.00% | WCAG 16/16 / keyboard ready / screen reader ready / error prevention ready | low bandwidth ready / USSD ready / assisted ready | within | 02dc8c8e1128...d51068c9 |
USSD balance, repayment, and complaint fallback ussd / low-bandwidth and feature-phone customers | plain 84 / translation 100.00% / comprehension 86.00% | WCAG 12/12 / keyboard ready / screen reader ready / error prevention ready | low bandwidth ready / USSD ready / assisted ready | within | 0a24d7c44bca...c0f808ff |
| Channel | Controls | Status | Hash |
|---|---|---|---|
call_center guided affordability and cost-of-credit explanation | auth ready / consent ready / transcript ready / vulnerability ready / fallback ready | within | a62613a801ae...1f75c31a |
agent assisted cash, complaint, and repayment support | auth ready / consent ready / transcript ready / vulnerability ready / fallback ready | within | 8462a7207e01...be5f6480 |
ussd low-bandwidth self-service and callback request | auth ready / consent ready / transcript ready / vulnerability ready / fallback ready | within | f52103eb4f72...413bd029 |
field_officer hardship, bereavement, disability, and dispute support | auth ready / consent ready / transcript ready / vulnerability ready / fallback ready | within | afdefc5308d6...1c8272bc |
| Module | Capability evidence | Status | Hash |
|---|---|---|---|
Total cost of credit and repayment waterfall loan_application / first-time mobile borrowers | knowledge 88.00% / completion 82.00% / cost ready / data use ready | within | f42e1bf94776...6791f162 |
Hardship, forbearance, and collections rights collections / borrowers in financial difficulty | knowledge 86.00% / completion 79.00% / cost ready / data use ready | within | f8c32025e535...4f187d48 |
Soko supplier financing, invoice authenticity, and settlement risks marketplace / SME suppliers and merchants | knowledge 84.00% / completion 77.00% / cost ready / data use ready | within | 19cf348e4c05...d1b51d3e |
USSD balance, repayment, dispute, and complaint fallback ussd / feature-phone customers | knowledge 83.00% / completion 76.00% / cost ready / data use ready | within | d8b7298a52ab...e54b165f |
| Control | Metric | Current / limit | Status | Hash |
|---|---|---|---|---|
WCAG 2.2 critical journey accessibility readiness Critical borrower, repayment, complaint, collections, marketplace, mobile money, and USSD journeys meet accessibility controls before launch or material change. | accessible journey ratio | 100.00% / 100.00% | within | de3c1c145a07...36089699 |
Language access, plain-language, and translated disclosure readiness Customer-facing disclosures are plain-language tested, translated for priority languages, and reviewed for comprehension. | language and plain-language ready ratio | 100.00% / 100.00% | within | 85ec8cc4c1c0...cab17b40 |
Disclosure comprehension and informed-choice testing Customers can understand cost, repayment, privacy, complaint, redress, and product consequences before committing. | comprehension ready ratio | 100.00% / 100.00% | within | 44ca21fd1100...9a24be25 |
Assisted-channel consent, transcript, privacy, language, vulnerability, and complaint route readiness Call center, agent, field officer, USSD, SMS, and messaging support are controlled, inclusive, and evidence-preserving. | assisted channel ready ratio | 100.00% / 100.00% | within | 3d670ed908a8...0153d4aa |
Financial education and customer capability readiness Education modules explain cost of credit, repayment, data use, complaints, and redress with localized numeracy examples and knowledge checks. | education capability ready ratio | 100.00% / 100.00% | within | 128f5df2a1bd...32c77ba6 |
Low-bandwidth, USSD, SMS, and offline fallback coverage Customers can access core balance, repayment, complaint, callback, hardship, consent, and redress support under low-bandwidth or feature-phone conditions. | offline fallback ready ratio | 100.00% / 100.00% | within | 584c290c9841...d4e0b134 |
Accessibility, language, comprehension, and assisted-channel defect remediation SLA Critical access defects are aged, owned, blocked from launch, remediated, validated, and tied to customer-harm review. | defect-free audited journey ratio | 100.00% / 100.00% | within | f9f7bf3331a6...8ba2d4f5 |
Enterprise manifest coverage for inclusive access controls Inclusive access controls map to manifest rows, evidence routes, export packages, retention, assurance, and board evidence. | risk control manifest coverage ratio | 100.00% / 100.00% | within | 8c3784b055ac...0497880e |
Inclusive access evidence custody, package hashing, and board action queue Journey, channel, education, control, action, and manifest evidence have reproducible custody hashes. | evidence custody ratio | 100.00% / 100.00% | within | 7c9aa7b0260c...b8108782 |
| Trigger | Owner | Action | Deadline | Status |
|---|---|---|---|---|
| No inclusive customer access action packs are required for the current evidence set. | ||||
| Complaint | Channel | Handling controls | Outcome signals | Status | Hash |
|---|---|---|---|---|---|
DGN-2026-0001 payment posting / dignity operations | branch / micro merchant | SLA 2/5d / source ready / review ready / comms ready | vulnerable no / fair value no / third party no / synthetic blocked yes | within | 9916d19deebd...1372ecc1 |
DGN-2026-0002 collections hardship / collections dignity lead | sms / boda operator | SLA 3/5d / source ready / review ready / comms ready | vulnerable yes / fair value no / third party no / synthetic blocked yes | within | 88ded7ad2335...7e82f283 |
DGN-2026-0003 fee disclosure / product conduct | email / inventory finance borrower | SLA 1/5d / source ready / review ready / comms ready | vulnerable no / fair value yes / third party no / synthetic blocked yes | within | 057392af324c...cd60edab |
DGN-2026-0004 credit decision explanation / fair lending review | web / chama treasurer | SLA 4/7d / source ready / review ready / comms ready | vulnerable no / fair value yes / third party no / synthetic blocked yes | within | d12876fc33ec...4c051755 |
DGN-2026-0005 data correction and privacy / privacy operations | call_center / repayment wallet user | SLA 2/7d / source ready / review ready / comms ready | vulnerable no / fair value no / third party no / synthetic blocked yes | within | 049b89912261...5c08508c |
DGN-2026-0006 agent cash receipt / agent conduct control | agent / field cash repayment borrower | SLA 3/5d / source ready / review ready / comms ready | vulnerable yes / fair value no / third party yes / synthetic blocked yes | within | 287481ef1113...ed513bc6 |
| Support route | Controls | Status | Hash |
|---|---|---|---|
income shock and repayment difficulty hardship review and forbearance offer / collections dignity lead | needs ready / adjusted comms ready / hardship ready / outcome ready | within | bc1ef36c2984...698de75b |
low-literacy disclosure support voice-assisted fee explanation and translated summary / customer support quality | needs ready / adjusted comms ready / hardship ready / outcome ready | within | f1d7f6b0fb64...607f1738 |
bereavement support contact hold and nominee-assisted resolution / customer dignity operations | needs ready / adjusted comms ready / hardship ready / outcome ready | within | f636014650e5...87ded4cd |
elderly customer assisted channel field supervisor callback and trusted-contact confirmation / agent conduct control | needs ready / adjusted comms ready / hardship ready / outcome ready | within | a2d4fd0c3515...5c45a384 |
| Decision | Amount | Controls | Status | Hash |
|---|---|---|---|---|
interest reversal and ledger correction repayment wallet / payments operations | KES 1,850 | eligibility ready / calc ready / approval ready / GL ready | within | aa998c141d36...4f0a3511 |
late fee waiver and repayment plan correction boda logbook refinance / collections dignity lead | KES 3,200 | eligibility ready / calc ready / approval ready / GL ready | within | 372ef29e02ad...ecb2c621 |
fee reversal and corrected disclosure merchant inventory float / product conduct | KES 950 | eligibility ready / calc ready / approval ready / GL ready | within | 2258d24332bf...96aca9ac |
specific reason correction and re-review chama group credit / fair lending review | KES 0 | eligibility ready / calc ready / approval ready / GL ready | within | 64b4a340b816...32db8fb0 |
cash shortfall reimbursement and agent clawback field cash repayment / agent conduct control | KES 2,400 | eligibility ready / calc ready / approval ready / GL ready | within | 9273e9fd8a3a...dc594548 |
| Escalation route | Clock | External controls | Status | Hash |
|---|---|---|---|---|
internal appeal and second-line review fair lending review | 2/7d | appeal ready / ombudsman ready / regulator ready / third party ready | within | 56a4dbbec280...6e6ced91 |
CBK/ombudsman external dispute readiness regulatory operations | 3/7d | appeal ready / ombudsman ready / regulator ready / third party ready | within | 7fcfa2ba3203...b462baac |
privacy regulator escalation route privacy operations | 2/10d | appeal ready / ombudsman ready / regulator ready / third party ready | within | 305dbfd2b27c...54e58b90 |
third-party agent accountability and indemnity route agent conduct control | 1/5d | appeal ready / ombudsman ready / regulator ready / third party ready | within | d62c844e1f2c...a280604a |
| Root cause | Cases | Controls | Status | Hash |
|---|---|---|---|---|
payment notice and wallet posting mismatch payments operations / 8/30d | 4 | plan ready / control ready / recurrence ready / validation ready | within | 751fa4be20e7...5965a021 |
collections script did not capture vulnerable circumstances collections dignity lead / 12/30d | 6 | plan ready / control ready / recurrence ready / validation ready | within | 27b1c9d638da...67ba8a1a |
fee disclosure language was too technical product conduct / 10/30d | 8 | plan ready / control ready / recurrence ready / validation ready | within | 729e8cb318f6...3c281749 |
adverse-action reason QA needed clearer model evidence fair lending review / 7/30d | 3 | plan ready / control ready / recurrence ready / validation ready | within | e2cecd9e855b...add24625 |
agent cash receipt training and till reconciliation defect agent conduct control / 14/30d | 5 | plan ready / control ready / recurrence ready / validation ready | within | d8d4215866a9...390260bd |
| Control | Metric | Current / limit | Status | Hash |
|---|---|---|---|---|
Complaint intake SLA and traceability Every complaint is captured from a traceable source, acknowledged, owner-assigned, independently reviewed, resolved inside SLA, and reproducible. | complaints with source trace, acknowledgement, assigned owner, impartial review, communication, evidence, live-read, synthetic-action blocking, and SLA compliance | 100.00% / 100.00% | within | 849b637a4bad...89865a52 |
Fair and impartial complaint handling Complaint outcomes are impartial, documented, communicated, and linked to conduct, product, and fair-value evidence where relevant. | complaints with owner assignment, independent review, customer communications, fair-value signal handling, and closure evidence | 100.00% / 100.00% | within | ac43a1e7faf8...81efdd4d |
Vulnerable-customer support and adjusted communication Customers in vulnerable circumstances receive appropriate support, communication adjustments, hardship review, follow-up, and outcome confirmation. | vulnerable-customer support records with needs assessment, adjusted communication, hardship review, privacy consent, follow-up, outcome confirmation, and evidence | 100.00% / 100.00% | within | 3a724c371790...efce9f27 |
Redress calculation, payout, correction, and ledger control Redress is calculated consistently, approved, accepted by the customer, paid or corrected, ledger-mapped, and audit-ready. | redress decisions with eligibility basis, calculation review, maker-checker approval, customer acceptance, payout/correction, GL mapping, tax/fee treatment, and evidence | 100.00% / 100.00% | within | b64d0ee61070...c34af7c6 |
Dispute escalation, ombudsman, regulator, legal, and third-party readiness Unresolved disputes have timely internal appeal, external recourse, regulator-ready, legal-reviewed, and customer-communication evidence. | escalation routes with clock compliance, appeal route, ombudsman pack, regulator notice, script approval, legal review, customer communications, third-party accountability, and evidence | 100.00% / 100.00% | within | 25b1e19da533...1e0657a6 |
Root-cause remediation, customer-harm review, recurrence, and validation Complaint root causes are remediated, validated, monitored for recurrence, and linked to board-recognized customer-harm evidence. | root-cause remediations with plan, control change, customer-harm review, recurrence metric, independent validation, board minute, and evidence inside due date | 100.00% / 100.00% | within | 7bb4aa301c86...c0fb85b6 |
Third-party complaint accountability Complaints involving agents or outsourced providers remain accountable to the firm with clear customer redress evidence. | third-party complaints with accountability, indemnity, escalation, customer communications, and evidence controls | 100.00% / 100.00% | within | e1c156bc0d8c...a9dd5ac3 |
Customer communication, acknowledgement, and closure notice Customers receive timely acknowledgement, accessible updates, adjusted communications where needed, and clear outcome notices. | complaints and vulnerable support records with acknowledged, adjusted, customer-facing outcome communications | 100.00% / 100.00% | within | 9e4d619e3f35...73227bee |
Live-read and synthetic-action blocking for redress No complaint closure, redress payout, dispute escalation, or remediation action executes from representative customer data. | complaint cases using live reads and blocking synthetic complaint closure, payout, dispute, and root-cause actions | 100.00% / 100.00% | within | 539d6b67a684...7ac1a181 |
Customer redress enterprise manifest coverage Customer redress maps to conduct, pricing, collections, privacy, records, finance, payments, third-party, assurance, remediation, board, and risk-data controls. | domain controls mapped to required enterprise controls without open findings | 100.00% / 100.00% | within | cf838b71dd01...f018bc9b |
Customer redress evidence custody Every redress row carries reproducible evidence custody for complaints, vulnerable support, redress, disputes, root causes, board, audit, and supervisors. | complaint, support, redress, dispute, root-cause, domain-control, and control rows with custody-ready hashes and ready statuses | 100.00% / 100.00% | within | c6115a91afbe...742b1876 |
Zero complaint SLA breach posture Complaint SLA breaches are zero or escalated immediately with root-cause and customer outcome evidence. | complaint SLA breaches awaiting redress governance action | 0 / 0 | within | f2dd3f53fc90...0efff00a |
| Trigger | Owner | Action | Deadline | Status |
|---|---|---|---|---|
| No customer outcomes and redress action packs are required for the current evidence set. | ||||