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Complaint workbench for investigation, customer communication, root cause, final response, redress, and CBK closure evidence.
| Timestamp | Investigator | Action | Evidence |
|---|---|---|---|
| 2026-06-20 12:05 EAT | Peter Mwangi | Opened branch-file review and requested signed fee waiver note. | BR-ATT-4402 |
| 2026-06-27 16:30 EAT | Branch Manager | Confirmed verbal waiver and uploaded onboarding memo. | WAIVER-MEMO-229 |
| 2026-07-04 11:18 EAT | Peter Mwangi | Requested customer bank statement for fee reversal account. | PENDING-CUS-112 |
| Channel | Sent date | Sent by | Content |
|---|---|---|---|
| letter | 20 Jun 2026 | Peter Mwangi | We are reviewing the onboarding file and fee-waiver evidence. The complaint remains within the 30-day resolution clock. |
| SMS | 3 Jul 2026 | Peter Mwangi | Please share the settlement account confirmation so we can process the accepted fee reversal. |
| Ref no. | Customer | Product | Type | Status | Received |
|---|---|---|---|---|---|
| DRC-2026-0705-003 | Mary Achieng | MSME working capital | Adverse action | resolved | 4 Jun 2026 |