Kenya Deposit Insurance Corporation
KDIC Learn/Module 5/How to Lodge a Complaint
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Module 5 · Topic 3

How to Lodge a Complaint

If You Have a Complaint

If you have a complaint against a bank or financial institution, follow these steps:

  • Step 1: Contact your bank's customer service or complaints department directly
  • Step 2: If unresolved, escalate to the bank's senior management or Ombudsman
  • Step 3: If still unresolved, file a formal complaint with the Central Bank of Kenya
  • Step 4: For data privacy matters, contact the Office of the Data Protection Commissioner

For complaints specifically about KDIC or deposit insurance matters, use KDIC's customer service portal — available on this website.

You can also use KDIC's whistleblower portal to report suspected fraud, misconduct, or violations at a KDIC member institution. All reports are treated in strict confidence.

Always Keep Records

  • Keep copies of all account statements and transaction records
  • Document all communications with your bank
  • Note complaint reference numbers and dates
  • Keep your account agreements and fee schedules in a safe place
Your Data Privacy RightsTake the Quiz

All Topics in This Module

1Your Consumer Rights2Your Data Privacy Rights3How to Lodge a Complaint