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CBK-aligned DCP complaint command center with 30-day SLA, customer communications, root-cause evidence, redress, and escalation tracking.
| Ref no. | Customer | Product | Complaint type | Channel | Received date | Assigned to | Status | DPD-SLA | Severity |
|---|---|---|---|---|---|---|---|---|---|
| DRC-2026-0711-001 | Amina Wanjiku | M-Pesa nano loan | Interest rate | app | 2 Jul 2026 | Grace Njeri | investigating | 8/30d | P2 |
| DRC-2026-0710-014 | Otieno Hardware Ltd | MSME working capital | Fees | branch | 19 Jun 2026 | Peter Mwangi | pending-customer | 21/30d | P3 |
| DRC-2026-0708-009 | Juma M. | Digital merchant overdraft | Fraud | call | 11 Jun 2026 | Asha Barasa | escalated | 29/30d | P1 |
| DRC-2026-0706-006 | Nakuru Dairy SACCO | Agri value chain facility | Service failure | 5 Jul 2026 | Brian Otieno | new | 5/30d | P2 | |
| DRC-2026-0705-003 | Mary Achieng | MSME working capital | Adverse action | CBK | 4 Jun 2026 | Sarah Atieno | resolved | 18/30d | P2 |
| DRC-2026-0629-018 | Kariuki Traders | Till advance | Debit dispute | app | 28 Jun 2026 | Daniel Mwangi | resolved | 9/30d | P3 |
| CBK ref | Complaint | Customer | Escalation date | Response deadline | Status | Owner |
|---|---|---|---|---|---|---|
| CBK/DCP/CMP/2026/881 | DRC-2026-0708-009 | Juma M. | 7 Jul 2026 | 14 Jul 2026 | awaiting response | Asha Barasa |
| CBK/DCP/CMP/2026/793 | DRC-2026-0705-003 | Mary Achieng | 4 Jun 2026 | 25 Jun 2026 | closed | Sarah Atieno |
| CBK/DCP/CMP/2026/744 | DRC-2026-0618-007 | Kisumu Retail Group | 17 Jun 2026 | 24 Jun 2026 | response received | Peter Mwangi |
| Month | Received | Resolved | Repeat complainants | Resolution rate |
|---|---|---|---|---|
| Feb 2026 | 24 | 21 | 2 | 88% |
| Mar 2026 | 27 | 24 | 3 | 89% |
| Apr 2026 | 32 | 27 | 4 | 84% |
| May 2026 | 32 | 30 | 5 | 94% |
| Jun 2026 | 38 | 35 | 6 | 92% |
| Jul 2026 | 15 | 10 | 2 | 67% |