Customer Service Charter


This Customer Service Charter is our formal commitment and promise to provide you with services that meet and exceed your expectations. We are committed to providing services in a professional, transparent and accountable manner. To ensure this is maintained, this Charter provides you with a mechanism of how to complain when services do not meet the stated standards.


  • To enhance our member awareness of the type of services the Sacco provides
    To explain to our members the standards of service they should expect to receive
    To outline your rights and responsibilities as a member
    To explain our rights and responsibilities as the Service Provider
    To explain how our members can lodge complaints and make suggestions about our service delivery

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Our Vision

To be the financial partner of Choice

Tag Line

“Empowering You”

Our Core Values

  • Customer Focus
  • Integrity
  • Reliability
  • Innovation


  • Provide members with high quality service
  • Provide accurate, complete and up-to-date information.
  • Employ competent and professional staff knowledgeable about our products and services
  • Communicate effectively and efficiently to our members
  • Keep your personal information confidential and secure and not offer it to third parties without your consent.


  • Provide accurate and complete information in all aspects of service you are seeking from us
  • Privacy and confidentiality with respect to personal and financial information, written or oral, that you communicate to us as part of the requirement and in the course of receiving a service from us.
  • Give feedback on quality of services.
  • Provide correct personal information as needed when contacting us
  • Treating our staff with courtesy in your dealings with us
  • Not offering any gifts, favors or inducements to our staff or solicit the same from them.


  • Our branches are open from 8:00 AM to 5:00 PM during week days
  • Our Virtual Services are available on a 24hr basis
Our FOSA offices open from 8:30 AM to 12:00 noon Every last Saturday of the month
Our customer service counter is available at all our branches.

When you call us on the telephone us we will:-

  • Answer your call within the 3rd ring and be ready and willing to serve
  • Let you know who you are speaking to
  • Remain polite, courteous and friendly while serving you.

When you e-mail or write a letter to us we will:-

  • Provide an initial response within 24 hours and follow up on agreed action
  • Let you know who is dealing with your enquiry
  • Remain polite and courteous

When you contact us via social media (Face book & Twitter ) we will:-

  • Provide an initial response within 24 hours and follow up on agreed action
  • Remain polite and courteous
  • Update you on latest Sacco Developments

When you apply for a loan facility we will:-

  • Acknowledge receipt of your Long term loan application within 3hrs of receiving it.
  • Acknowledge receipt of your Short Term loan application within 15Minutes.
  • Explain in clear and simple terms how interest on your loan or advance is calculated and charged, what fees may apply and when, and the consequences of defaulting.

When you order an ATM card from us, we will:-

  • Have the ATM cards at the branch ready for collection within 7 working days.

When you need information from us, we will:-

  • Ensure we provide you with accurate, complete and up-to-date information.
  • Direct you to our alternative channels; website and web portal which are accessible 24/7

We shall provide the following services within 20 minutes

  • Over the counter withdrawals
  • Cash and cheque deposits
  • ATM cards collection points
  • General enquiries
  • ATM card blocking

We shall provide the following services within an hour

  • ATM PIN re-setting
  • Dormant account activation
  • Internal Funds Transfer
  • Request for personal information change

We shall provide the following services within the same day

  • New Account opening
  • M-Sacco registration
  • Standing order instruction processing
  • Salary processing

Credit Facilities

  • Personal Loans
  • Short term loans – 2 hours
  • Long Term Loans – 14 days
  • Business/ Collateral Secured Loans
  • 14 days