Complaints Procedure

If something went wrong, we want to know — and to fix it.

Our commitment

Every complaint is taken seriously, handled confidentially, and answered. Complaining will never disadvantage your application or account.

How to complain

Tell us directly — call 0791 200 500 or 0791 200 500, email info@aspirelenders.co.ke with "Complaint" in the subject line, or visit our offices at Rehema Place, Office Suite D24, Ngong Road.
Include the essentials — your name and contact, what happened, when, who was involved, and what outcome would put it right.
Get an acknowledgement — we acknowledge complaints promptly and give you a reference and a named point of contact.
Investigation and response — we investigate fairly and reply with our findings and any remedy. [Confirm target: e.g. within 14 business days; if more time is needed, we tell you why and when to expect our answer.]

If you remain dissatisfied

Ask for your complaint to be escalated to senior management for a final review. As a Digital Credit Provider licensed by the Central Bank of Kenya, Aspire is subject to CBK oversight — unresolved complaints may be escalated to the Central Bank of Kenya. For matters concerning your personal data, you may also contact the Office of the Data Protection Commissioner (ODPC).

Learning from complaints

Complaints are reviewed for root causes so the same issue doesn't reach the next customer. The most valuable thing you can do for future borrowers is tell us where we fell short.