LockBx Limited

LockBx Limited is committed to delivering its customers the highest possible quality and level of service. We intend to provide services using best practice, in line with our customers' needs, as we continually seek improvements. We are keen to support your financial needs through our various solutions and aim to resolve any service-quality concerns to ensure a seamless experience. This Customer Redress Mechanism is maintained in compliance with Regulation 22 of the Central Bank of Kenya (Digital Credit Providers) Regulations, 2022 ("the DCP Regulations"), and sets out our complaints/query handling procedure.

1. What is a Complaint?

A complaint is any expression of dissatisfaction by a customer or potential customer about service delivery by the company or its agents, and/or about company or industry policy. At LockBx Limited, we see complaints as a valuable way of meeting and responding to your expectations.

2. How We Handle Your Complaint

We shall:

Acknowledge receipt of your complaint, in writing or via email, within 24 hours of receiving it;
Inquire into your complaint and consult any relevant persons who can help resolve it fairly and within a reasonable timeframe;
Treat you and your information confidentially and respectfully, per our Privacy Policy and Data Protection Policy;
Keep you and any other affected person informed about the progress of the complaint, how we intend to resolve it, and, as appropriate, what we will do to prevent it recurring;
Take action to resolve the complaint to your satisfaction and, where possible, recommend changes needed to address the root cause;
Let you know, in writing, the outcome of your complaint and, where relevant, the reasons for that outcome; and
In all cases, resolve your complaint no later than thirty (30) days from the date you reported it to us, as required by Regulation 22(2) of the DCP Regulations.

3. What You Should Tell Us

Your name, employment number (where applicable), ID number, and the best way to contact you — this helps us understand the reason(s) for your complaint;
Copies of any documents relevant to your complaint;
If you have already discussed the matter with us, the names of the people you dealt with at LockBx Limited; and
What you feel would constitute a satisfactory resolution — for example, information you feel is being withheld, or an apology.

4. What You Need to Know

You may lodge a complaint in writing, by email, by WhatsApp, or by phone — free of charge;
We may ask for your help in handling your complaint;
Your complaint will be handled with the utmost confidentiality to protect the privacy of your data and information; and
On request, we will issue you a transaction receipt or a comprehensive statement of your account, in line with Regulation 21 of the DCP Regulations.

5. Complaint-Handling Timelines (TATs)

Holding response: within 24 hours of receipt;
Non-complex complaints: resolved within 48 hours of receipt;
Complex complaints: resolved within 7 (seven) working days;
Complaints unresolved within 14 (fourteen) working days must be escalated to the CEO/Managing Director, LockBx Limited; and
In every case, complaints are resolved within a maximum of thirty (30) days of receipt, in accordance with Regulation 22(2) of the DCP Regulations. Where a complaint remains unresolved after 30 working days, it will be escalated to the relevant government ministry or your employer, as applicable, and you retain the right to escalate the matter directly to the Central Bank of Kenya.

6. Fair Treatment During Complaint Handling

In handling any complaint connected with debt collection, LockBx and its officers, employees and agents will not use threats, violence or profane language, will not contact your phone book or contacts without authorisation, and will not employ any improper or unconscionable tactic, in line with Regulation 20 of the DCP Regulations. If you believe you have experienced conduct of this kind, please report it immediately using the channels below — this will be treated as a priority complaint.

7. Complaint-Handling Procedure

You may contact our Customer Service team on +254 709 320 100 or WhatsApp +254 719 658 223 to report any dispute, claim or complaint.

Any dispute not resolved by our Customer Service team should be reported in writing to info@lockbx.io or hello@lockbx.io.

Any dispute not resolved by LockBx shall be referred to arbitration by a single arbitrator appointed by agreement between the parties, or, failing agreement within sixty (60) days of notification of the dispute, appointed upon application of either party by the Chairman for the time being of the Chartered Institute of Arbitrators (Kenya Branch). Arbitration shall be conducted in English, in Nairobi, under the Arbitration Act.

The parties agree the Arbitrator shall have power, inter alia, to:

consolidate proceedings and hold concurrent hearings;
award security for costs and order preservation of evidence;
make provisional awards;
act in default of a party; and
apply the law determined by the applicable conflict-of-laws rules.

To the extent permissible by law, the Arbitrator's determination is final, conclusive and binding on the parties. Nothing in this Clause limits your right to refer a complaint directly to the Central Bank of Kenya.

8. Data Privacy

The data referred to in a complaint is obtained directly from you (the Borrower) to resolve the relevant claim.

By raising a complaint with us, it is understood that you:

may provide personal data required to facilitate the processing of your complaint;
consent to LockBx processing that data in line with its internal Data Protection Policy and Privacy Policy; and
retain the right to exercise your rights as a data subject under the Data Protection Act, 2019, Laws of Kenya.

9. How to Make a Complaint

You can make a complaint to LockBx Limited by writing to the Head of Customer Experience:

Sifa Towers, 6th Floor, 6A Lenana Road, Kilimani
P.O Box 25590-00603, Nairobi, Kenya
Phone: +254 709 320 100
WhatsApp: +254 719 658 223
Email: info@lockbx.io or hello@lockbx.io

10. Maintaining the Customer Complaints Register

10.1 Register

The customer complaints register is digitally maintained and securely stored, and is kept in a manner that allows LockBx to demonstrate compliance with Regulation 22(3) of the DCP Regulations at all times.

10.2 Recording Complaints

LockBx maintains multiple channels for receiving complaints — phone, WhatsApp, email, or in person.
Once a complaint is lodged, LockBx promptly acknowledges receipt, reassuring the customer that their issue is being addressed.

10.3 Information Entry

Detailed entry: LockBx accurately records the customer's name, contact information, the date and time of the complaint, and a detailed description of the issue.
Assigned responsibility: each complaint is assigned to a customer service staff member responsible for addressing and resolving it.

10.4 Categorising Complaints

Complaint types: LockBx categorises complaints by type (e.g., product, service issues, deduction errors, debt-collection conduct, data privacy, etc.).
Severity levels: complaints are classified as minor, moderate, or severe to prioritize responses.

10.5 Investigation and Action

LockBx investigates each complaint to understand its root cause and implements the necessary corrective action, recording all steps taken in the register.

10.6 Follow-Up and Resolution

LockBx follows up with the customer to confirm satisfaction with the resolution and updates the register with the resolution status (resolved, pending, or escalated).

10.7 Regular Review and Analysis

LockBx's Head of Customer Service regularly reviews the complaints register to identify patterns or recurring issues, and uses the data to improve processes, products and services.

10.8 Reporting and Feedback

Monthly complaint reports are generated for management review; customer feedback is used to continuously improve the complaints-handling process.

10.9 Compliance and Confidentiality

LockBx handles all customer information in compliance with data protection regulations and maintains the confidentiality of customers and complaint details at all times.

11. Responsibility for Overseeing the Redress Process

The first point of contact is the Head of Customer Service, reachable at info@lockbx.io. The General Manager oversees the entire complaints process, with final escalation to the CEO, where a case remains unresolved.