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Complaint workbench for investigation, customer communication, root cause, final response, redress, and CBK closure evidence.
| Timestamp | Investigator | Action | Evidence |
|---|---|---|---|
| 2026-06-05 09:18 EAT | Sarah Atieno | Registered CBK-origin complaint and pulled decline rationale. | CBK/DCP/CMP/2026/793 |
| 2026-06-14 12:12 EAT | Credit Risk | Validated reason-code sequence against decision log. | DECISION-LOG-88C |
| 2026-06-23 15:45 EAT | Sarah Atieno | Issued final response and CBK closure note. | FRL-2026-0705-003 |
| Channel | Sent date | Sent by | Content |
|---|---|---|---|
| letter | 5 Jun 2026 | Sarah Atieno | We received your CBK-referred complaint and are reviewing the automated-decision rationale and bureau remarks. |
| 22 Jun 2026 | Sarah Atieno | The final response explains the decision reasons, correction action, and your escalation rights. |
| Ref no. | Customer | Product | Type | Status | Received |
|---|---|---|---|---|---|
| DRC-2026-0711-001 | Amina Wanjiku | M-Pesa nano loan | Interest rate | investigating | 2 Jul 2026 |
| DRC-2026-0710-014 | Otieno Hardware Ltd | MSME working capital | Fees | pending-customer | 19 Jun 2026 |