Complaints Handling Policy

Complaints Handling Policy - IntaSend

Complaints Policy & Procedures: ensuring we deal with complaints well. Last updated November 2026.

At a glance

How to make a complaint

Writing to us is best, so there is a record, but you can also call or visit. Contact the Complaints Officer:

Include your name and contact details, your relationship with Intasend, and what happened, with any supporting documents.

What happens next

  1. Within 7 days We acknowledge your complaint in writing. Section 4.2
  2. Within 28 days We aim to resolve it and send you a written response. Section 4.2
  3. 7 days after our response Not satisfied? You can refer it to the Chief Executive Officer. Section 4.3
  4. At 3 months Unresolved complaints are reported to the Central Bank of Kenya. Section 4.3

1. Preamble

Intasend Solutions Limited (Intasend) operates the Complaints Handling policy set out below to ensure that it handles Complaints properly to meet this obligation and safeguard its clients’ interests.

Intasend maintains and operates the specific organizational and administrative arrangements described herein to take all reasonable steps to review, investigate, and take remedial action on any Complaints against it or its employees.

2. Intasend Commitment

Intasend is committed to delivering high-quality professional services and being responsive to the concerns of all its stakeholders.

Intasend is committed to handling Complaints internally and externally in a clearly defined, effective, and professional manner.

This Policy aims to guide how Intasend receives and handles Complaints against it or its employees.

We value Complaints and feedback as they allow us to maintain confidence in our service in the financial sector.

3. Definitions and Principles

3.1 Definition of a Complaint

In this Policy, a Complaint is defined as any expression of dissatisfaction or grievance regarding Intasend’s business for which a response or resolution is explicitly or implicitly expected.

This Policy is intended to address Complaints made by any person or organization (the Complainant) against Intasend or its employees.

This Policy is not intended to address Complaints in the form of negative feedback, which, while valuable, may not require resolution or formal follow-up.

3.2 Guiding Principles

Intasend is committed to the following principles of Complaints Handling:

  • Accessibility: This Complaints Handling Policy is available to clients on request. This Policy is easy to understand and has been circulated to all Board and staff members.
  • Confidentiality: The Complainant’s identity will be actively protected from disclosure unless the Complainant expressly consents to disclosure. All information provided during the Complaint review will be kept in confidence unless the Complainant agrees to disclosure or where it is necessary to do so to investigate the Complaint.
  • Fairness: Intasend recognizes the need to deal with all Complaints fairly and impartially. Decisions and subsequent action will only be taken after a full investigation. The person(s) against whom the Complaint is made will be given full details of the Complaint and granted the opportunity to respond.
  • Responsiveness: Each Complaint received will be acknowledged immediately and handled in a timely and efficient manner. Complainants will be treated courteously and kept informed of the progress of their Complaints throughout the Complaint-handling process.
  • Regulatory Compliance: Some Complaints may concern matters governed by financial regulations. Intasend’s policy is to escalate any Complaint in this category under the procedure outlined in 4.3 below.

4. Complaints Procedure

4.1 Recording Complaints

  1. All verbal or written Complaints will be recorded in the Intasend Complaints Register when the Complaint is made or as soon as possible thereafter.

  2. Intasend prefers that Complaints be made in writing for record and reference purposes. However, Complaints may also be made by telephone or in person.

  3. Complaints made in writing may be addressed to an appropriate member of Intasend or the Complaints Officer at the following address:

    The Complaints Officer
    Intasend Solutions Limited
    Astrol Building, 4th Floor, C403
    Thika Road, Nairobi
    P.O. Box 14891-00800
    Nairobi, Kenya
    Tel: 0114 114 644
    Email: [email protected]

  4. Complaints made orally may be recorded by any staff member of Intasend who must follow the procedure set out in this policy to record and submit the Complaint for resolution. The Complainant should be given a note in the name of the staff member to whom the Complaint is notified.

  5. Where the Complainant is not sure to whom to refer the Complaint, or where, in the circumstances, the Complainant feels it is not appropriate to address the Complaint to the Complaints Officer or to have the same recorded by an employee of Intasend, the Complainant may address the Complaint to the Chief Executive.

  6. When making a Complaint, the Complainant will be requested to provide the following information, which shall be recorded in the Complaints Register:

    • Name and contact details.
    • Nature of relationship or engagement with Intasend (e.g., a client).
    • The nature of the Complaint, including, where available, copies of documents supporting the complaint; name of the person against whom the complaint is made; details of the conduct giving rise to the Complaint.

  7. The Complainant’s personal details will not be divulged to third parties without the Complainant’s consent unless such disclosure is required to investigate the Complaint.

4.2 Acknowledgement and Resolution of Complaints

  1. All Complaints will be acknowledged in writing immediately upon receipt and, in any event, within seven (7) days of the Complaint being lodged.
  2. Any Complainant who does not receive an acknowledgment within seven (7) days is entitled to escalate the Complaint under the procedure in 4.3 below.
  3. Once a Complaint is received, it shall undergo an initial review, and the Complainant will be notified of the steps being taken. We will endeavor to resolve all Complaints within twenty-eight (28) days. If a longer timeframe is required or a delay is envisaged owing to the complexity of the matter, the Complainant will be duly notified of the new timeframe.
  4. The Complaints Review procedure will include taking the following steps:
    • The Complaint will be immediately notified to the senior manager in charge of the area/transaction/conduct from which the Complaint arises, and a team of not less than two officers knowledgeable in that area/transaction/conduct will be formed to investigate the Complaint.
    • Investigations will include gathering sufficient detail about the Complaint, consulting with others, and communicating with the Complainant where appropriate.
    • A file on the Complaint will be retained by the Complaints office and will note the following details in addition to details contained in the Complaints Register:
      • Client from whom the Complaint was received.
      • Nature of Complaint.
      • Name of officer(s) handling the Complaint.
      • Officer against whom Complaint was made/person responsible for the action that led to Complaint.
      • Progress in handling Complaints;
      • Manner of resolution of Complaint; and
      • Time taken to resolve Complaint.
  5. The Complainant has the right to enquire as to the status of their Complaint at any time.
  6. Once the Complaint is reviewed, the Complainant will receive a written response.
  7. Where changes to Intasend’s products, services, or internal systems are necessary due to the Complaint, the Complainant will be duly informed.
  8. Where appropriate, persons who have had a Complaint resolved will be contacted later to see if they are happy with how their Complaint was handled.

4.3 Escalation of Complaints

  1. If a Complaint cannot be resolved by the Complaints procedure outlined above, or where the Complainant is not satisfied with the written response, the Complainant has a right, within seven (7) days of receiving the written response, to refer the matter to the Chief Executive Officer. In the event of such reference, the Complainant will be informed and given an amended timeframe for resolution.
  2. If the Chief Executive cannot resolve the Complaint to the Complainant’s satisfaction, the Chief Executive, in consultation with the Intasend Board of Directors, will propose to the Complainant where they can take further action.
  3. If a Complaint is not resolved three (3) months after it was received, the Complaints Officer shall, not less than twenty-four (24) hours before the expiry of the three (3) months period, inform the Central Bank of Kenya of such unresolved Complaint.
  4. Any complaints and disputes arising between parties shall be resolved in accordance with the process and guidelines stipulated under Regulation 39 of the NPS Regulations 2014.
  5. Subject to the above, any dispute arising between the parties out of or in connection with this Policy, including its validity, interpretation or implementation, or any part or provision of it, shall be finally and exclusively settled by arbitration before a single arbitrator, in accordance with the Arbitration Act (No. 4 of 1995) or any statutory enactment that replaces it.
  6. The place of Arbitration shall be Nairobi, Kenya, and the language of Arbitration shall be English. Unless otherwise agreed, the arbitration award shall be final, binding and enforceable upon the parties.
  7. Nothing in this clause shall prevent any Party from obtaining interim relief in a court of law, pending the outcome of the arbitration.

5. Review of Policy

  1. Intasend will review the Complaints Handling Policy and Procedures periodically and at least annually, ensuring it remains responsive, efficient, and effective.
  2. The Complaints Register will be monitored quarterly to note any ongoing trends by management and efforts made to resolve ongoing issues.