How to complain about your SACCO in Kenya

Updated 24 October 2026

Start with the SACCO in writing; then SASRA (online, email or toll-free 0800 724 422) for SACCOs it regulates, or the county co-operative office for others.

Most problems with a SACCO are fixed fastest by the SACCO itself. If that fails, who you go to next depends on what kind of SACCO it is.

1. Complain to your SACCO in writing

Write to the SACCO's customer care or complaints desk (email, letter or the complaints form at a branch). Give your member number, what happened, dates, amounts and M-Pesa or receipt numbers, and what you want done.
Ask for a reference number and keep copies of everything.
If there's no answer, write again to the CEO or the Supervisory Committee, the members' own watchdog inside every SACCO.

2. If your SACCO is regulated by SASRA

Deposit-taking SACCOs and larger non-withdrawable deposit SACCOs are licensed by the Sacco Societies Regulatory Authority (SASRA). Check whether yours is on SASRA's list. SASRA accepts complaints from members of the SACCOs it regulates:

Online: the SASRA complaints portal at sacco.sasra.go.ke (you register with your email first).
By email: download the complaints form from SASRA's complaints page, fill it in, scan it and send it to complaints@sasra.go.ke.
By phone: toll-free 0800 724 422 or +254 20 2935101.
In person: Old Mutual Tower, 19th Floor, Upper Hill Road, Nairobi.

Attach your letter to the SACCO and its reply (or note that it didn't reply). SASRA considers complaints within its regulatory powers and gives feedback; it can't act as your lawyer in a private dispute.

3. If your SACCO isn't on SASRA's list

Smaller SACCOs are registered under the Co-operative Societies Act and overseen by the county co-operative office and the Commissioner for Co-operative Development. Take your complaint to the co-operative officer in the county where the SACCO is registered.

4. Disputes and fraud

Disputes between members and their SACCO, for example over a refund, a deduction or a guarantee, can be taken to the Co-operative Tribunal.
If money was stolen or someone posed as SACCO staff, report it to the police or the Directorate of Criminal Investigations as well.

Never pay anyone who promises to "speed up" a complaint, a refund or a loan. SASRA and county offices don't charge to receive complaints.

Sources

This guide is general information, not financial advice. SACCO rules differ, so confirm details with your SACCO.