Tools & Resources UGAFODE’s Complaints Handling: A Case Study

UGAFODE’s Complaints Handling: A Case Study

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This case study describes UGAFODE’s customer complaint handling system, and how this lines up with both Client Protection Principle 7, mechanisms for complaint resolution, and with the Universal Standards for Social Performance Management.

UGAFODE (Uganda Agency for Development) Microfinance Limited was launched as an NGO 1994 to provide financial services to economically-active Ugandans. It was incorporated into a company limited by shares in 2010 in preparation for its transformation into a Microfinance Deposit Taking Institution (MDI) in 2011. Since then, UGAFODE has grown extensively with twelve networked branches offering loans, savings, insurance and money transfer services.

The development of UGAFODE’s Customer Complaints Handling System (CCHS) was a result of Management’s commitment to put excellent customer service at the center of the institution’s business growth strategy. As Wilson Twamuhabwa, the CEO, explains: “We believe the best weapon for us to beat the competition in the market is to offer products and services that meet the needs of our customers, through constant and open engagement with them”. For this reason, UGAFODE’s management undertook to integrate the Client Protection Principles into business operations.

 

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