Complain to CBK about a bank or digital lender
Central Bank of Kenya · sources read 2 Oct 2026
Complain to the bank first, in writing, with full details. If you are not happy with its answer, write to the Central Bank of Kenya with the details and copies of your letters with the bank.
- Fee
- We couldn't confirm a fee from the official page. Check it there before you pay.
- How long
- The bank: acknowledges within 48 hours and aims to resolve within 7 days
- Where
- First with your bank or lender, then in writing to the Central Bank of Kenya, Haile Selassie Avenue, Nairobi (P.O. Box 60000-00200) or the contact form on centralbank.go.ke
What you need
- Full details of your complaint and the bank's reply
- Copies of all letters, emails and messages between you and the bank about the complaint
Steps
- Send a formal complaint to the bank or lender through any of its channels, with full details of the problem.
- The bank should confirm it got your complaint within 48 hours and aim to sort it out within 7 days.
- Not happy with the answer? Write to CBK with the full details and the bank's response. CBK is at Haile Selassie Avenue, P.O. Box 60000-00200 Nairobi.
- CBK reviews the complaint and hears from both you and the bank to try to reach a friendly solution.
Watch out
- CBK cannot handle a complaint that is already in court. If you sue, only the court decides.
- If the bank needs more than 7 business days, it must tell you and give a date it will resolve it.
- A licensed digital lender must resolve your complaint promptly, or within 30 days if it can't be fixed at once.
Who can apply
- Bank customers who already complained to their bank and are not happy with the answer
Official sources (3)
- Resolution of Customer Complaints in the Banking Sector centralbank.go.ke · read 2 Oct 2026
- Contact Us centralbank.go.ke · read 2 Oct 2026
- Central Bank of Kenya (Digital Credit Providers) Regulations, 2022 (L.N. 46 of 2022) centralbank.go.ke · read 2 Oct 2026