Your rights & complaints

Your rights as a borrower

These are commitments the system enforces, not aspirations. Where a page in the app or a message from us falls short of them, tell us and we will fix it.

Before you sign

To see the fee, interest, total repayable, APR and every due date before you submit, and again in the disclosure before you sign.
To be told why if your chairperson or SonkoLend declines.
To withdraw at any time before signing, at no cost.
To sign only by your own one-time SMS code; nobody can sign for you.

During your loan

To a receipt for every payment and a statement of your loan on request.
To repay early with no penalty.
To be offered a restructure if you fall behind, which only takes effect when you accept it by SMS code.
To be contacted only on your own number, never through your contacts, family or employer.

Your data

To know what personal data we hold: identity details, phone, M-Pesa statements you upload, and your loan history.
To request a copy of your data, a correction, or deletion of what we are not legally required to keep.
To have your data protected in line with the Data Protection Act and our privacy notice.

Data requests are made from your privacy page after signing in. Sign in.

When CRB listing does and does not happen

Credit reference bureau listing is the last step of a fixed ladder measured in days past due. Here is exactly what happens on the way there.

Day 1–7SMS reminders. No charge, no report.
Day 8–14Daily late fee begins. Your chairperson is informed. No report.
Day 15–29Our team contacts you and can offer a restructure. No report.
Day 30A written 30-day pre-listing notice is sent to you. Still no report.
Day 60+Listing can proceed only if the notice period has ended, you are still more than 30 days late, and no restructure has been agreed since the notice.

Nobody is listed under 30 days late. Nobody is listed without 30 days written notice.

If you believe a notice or a listing is wrong, raise a complaint below. A restructure agreed during the notice period cancels the listing.

How to complain

You do not need to be signed in, and complaining never affects your loan or your chama's standing.

Tell us. Use the complaints channel below, or support from your loan page. You get an acknowledgement and the name of who is handling it.
We respond in writing with what we found and what we will do. If we got it wrong, we say so and put it right, including any fee or listing.
If you are not satisfied, you can escalate to the relevant regulator: the Office of the Data Protection Commissioner for data matters, or the financial-sector regulator for lending conduct. We will give you the details on request.