COMPLAINTS AND CUSTOMER RESOLUTION
Tell us what went wrong and what would put it right.
Start with KFC. You can complain by phone, email, in writing or at an office, and ask for help explaining your concern.
Prefer to write?
Explain what happened, when it happened and the outcome you seek. Include a safe contact method. Keep sensitive documents for an agreed channel.
How to raise and follow up a concern
Start with KFC
Contact info@kingdomfirstcp.com, call +265 880 759 004, or write to or visit our Head Office in Blantyre or Lilongwe Branch using the addresses on our Contact page. Before travelling, contact us to confirm availability. Explain that you want to make a complaint. A representative can assist you; we may need suitable authority before discussing someone else’s information. Do not include passwords, PINs or full identity documents in an initial email.
Information that helps
Tell us your name and safe contact method, the relevant product or service, what happened and when, and the outcome you are seeking. Include a reference or receipt if available. Not having every document should not prevent you from raising the concern. Ask for communication in a language or accessible format you understand.
How a complaint is reviewed
The complaint-handling standard is to record your concern, provide a reference and assign a handler who can review the matter impartially. The handler should check the relevant records, explain the outcome and identify any corrective action. If more investigation is needed, ask for the reason and the date of the next update. Keep the reference so you can follow up without repeating the full history.
Fair handling
Making a complaint should be free. A loan application or existing account must not receive unfair treatment because you complained. Investigation records should be restricted to those who need them. A complaint does not automatically suspend repayment obligations; ask for written confirmation of any agreed payment arrangement.
If you remain dissatisfied
You may refer an unresolved financial-service complaint to Malawi’s Registrar of Financial Institutions through the official Reserve Bank of Malawi or RFI complaints route. Keep the KFC reference and response. Privacy complaints may also be directed to the Malawi Data Protection Authority. These routes do not remove rights available under applicable law.
Timing and urgent concerns
Ask when you should expect a response and how to follow up. If an update is delayed, contact KFC with your complaint reference and request the next response date. If money or personal information is at immediate risk, raise that risk when you contact us and follow the Fraud Prevention or Information Security guidance as well.
If the matter remains unresolved
After raising the complaint with KFC and seeking an internal review, you can use the official Registrar of Financial Institutions / Reserve Bank of Malawi complaints route. Keep the complaint reference, relevant records and KFC’s response.