Servcred Customer Care
The complaints can be submitted through the following channels:
a) At any Servcred branch or agent banking partner
b) By email to reclamacoes@servcred.com
c) By filling in an online form available on our website
d) By phone call, text message or WhatsApp to our numbers +258 86 311 0011 / 86 211 0011
e) Through our Complaints book, available at our Servcred installations
f) To the Central Bank, through the following address: Av. 25 de Setembro, mailbox 423, or by email (bm_reclamacoes@bancomoc.mz) or through their website
https://www.bancomoc.mz/pt/contacte-nos/
Complementary Information
ServCred Microbanco is required to process and respond to customer complaints within 30 calendar days. If justified, this period may be extended by an additional 10 calendar days.
When a complaint involves the intervention of another institution within Mozambique, that institution is legally obligated to collaborate with ServCred Microbanco. This includes complying with ServCred’s request when necessary and assisting in the investigation by providing relevant information. The response to such complaints must also be finalised within 30 calendar days from the date of receiving the request.
For complaints requiring the involvement of institutions outside Mozambique, ServCred Microbanco must manage them within 120 calendar days from the date of receipt. If needed, this period can also be extended by 10 calendar days, provided there is valid justification.
Extensions to the response deadlines are considered justified when the complaint requires additional steps for verification or in cases of force majeure, as defined by law. In such situations, ServCred Microbanco must inform the claimant in advance about the delay and its reasoning.
Court Dispute Resolution
If a claimant disagrees with ServCred Microbanco’s response, they have the right to escalate the matter to relevant legal entities as stipulated in Article 6 of Notice No. 02/GBM/2018, dated April 16, 2018. This notice outlines Mozambique’s financial consumer protection system and includes the following avenues for dispute resolution:
· Financial Services Complaint Units
· The Bank of Mozambique
· Arbitration Centers
· Conciliation and Conflict Mediation Centers
· Consumer Associations of Mozambique
· Mozambican Courts, in accordance with the Consumer Protection Law
These entities provide claimants with formal channels to seek further resolution if they remain unsatisfied with ServCred Microbanco’s response.
Definitions of General Terms:
1. What is a complaint?
A complaint is a formal expression of dissatisfaction made by a customer regarding a product, service, or experience with a company. It typically arises when a customer believes that the company has failed to meet expectations, violated policies, or provided inadequate service.
2. What is a suggestion?
A suggestion is a proposal or idea offered by a customer, employee, or stakeholder to improve a product, service, or process. Unlike a complaint, which expresses dissatisfaction, a suggestion is typically constructive and aims to enhance the customer experience or operational efficiency.
3. Who can issue a complaint?
Any person whether a client or not, is free to present a complaint to our Customer Care department at any given time through our available channels.
4. What care must be taken when presenting a complaint?
When presenting a complaint, ensure it is clear, detailed, and supported by evidence such as receipts or statements. Use a professional and respectful tone and submit it through the correct channels while keeping a copy for your records. Request a reference number to track progress and be aware of response timelines (30 calendar days or 120 calendar days involving a foreign country with extensions of 10 calendar days). If unsatisfied with the outcome, you may escalate the complaint to regulatory bodies like the Bank of Mozambique or Consumer Protection Authorities.
5. How are complaints treated?
At ServCred Microbanco, every complaint is treated with the utmost fairness, transparency, and commitment to resolution. We believe that listening to our customers is key to building trust and continuously improving our services. Each concern is carefully reviewed with professionalism and integrity, ensuring that every client receives a just and timely response. Our dedicated team works diligently to find solutions that align with our values of respect, accountability, and customer-centric service. At ServCred, your voice matters, and we are here to make things right.
The Bank provides a team specialized in handling of complaints.
The complaints can be submitted through the following channels:
a) At any Servcred Branch or service location;
b) By email to reclamacoes@servcred.com
c) By filling an online form available on Servcred website;
d) By letter addressed to Servcred Mozambique – Av. Samora Machel N°231 R/C Bairro Cimento – Lichinga
To the Central Bank, through the following address: Av. 25 de Setembro, mailbox 423, or by email (bm_reclamacoes@bancomoc.mz) or through their website
https://www.bancomoc.mz/pt/contacte-nos/
Servcred must deal with the complaint and respond to the claimants within 30 calendar days from the date of receipt of the complaint. It can be extendable if justifiable, for another 10 calendar days.
If the treatment and response to a complaint depends on the intervention and diligence of another institution established in Mozambique, this institution has the duty to collaborate. In addition, under the terms of the law, comply with the request of Servcred, investigate and provide information related to the specific transactions or services, within 30 calendar days from the date of receipt of the request.
If the treatment and response to a complaint depends on the intervention and diligence of institutions established outside Mozambique, Servcred must deal with the complaint and respond to the complainants within 120 calendar days from the date of receipt of the complaint. It can be extendable if justifiable, for another 10 calendar days.
The referred extension in the previous paragraphs are considered justified when the claim under analysis, requires additional steps to be proven or there are cases of force majeure, under the general terms of law, and Servcred has previously communicated to the claimant.
Court dispute resolution
In case of disagreement with the response of Servcred, the claimant may appeal to the legal entities provided for in article 6. of Notice nr. 02/GBM/2018 of April 16, 2018, which refers to the financial consumer protection system, namely the Units financial services Complaints treatment; the Bank of Mozambique; The Arbitration Centers, Conciliation and Conflict Mediation Centers, the Consumer Associations, under the terms of the Consumer Protection Law and the Courts.
* Presenting a complaint is a free of charge act, it has no costs or extra charges
Support for you at every step
Contact Us
+258 86 211 0011/ +258 86 311 0011
info@servcred.com
