Problem with your SACCO?

A refund that never comes, a deduction you don't recognise, your deposits taken for someone else's loan. Here is how to get it fixed, in order.

Write to your SACCO first

Put it in writing, keep a copy and note the date: if you need to go further, SASRA will want to see that the SACCO had a chance to fix it. Fill this in and we'll write the letter.

Your SACCO

What is wrong?

Your full name

Member number

Phone

When did it start?

What happened (amounts, dates, who you spoke to)

What you want the SACCO to do

Your letter
Email it to the SACCO

Nothing you type here is saved or sent by SaccoLink: the letter goes from your own email or on paper.
Not fixed? Take it to SASRA

SASRA, the SACCO regulator, takes complaints from SACCO members and gives feedback within its regulatory role. Include your letter and any reply from the SACCO. Two ways:

SASRA's online complaints portalRegister with your email, then lodge the complaint SASRA's complaints formDownload, fill in, scan and email it to complaints@sasra.go.ke

From sasra.go.ke/complaints. Not sure your SACCO is regulated by SASRA? Check its licence; a SACCO that isn't on SASRA's list is overseen by your county co-operatives office.
A dispute over money

A dispute between a member and their SACCO about its business, such as money it owes you, can be taken to the Co-operative Tribunal. Keep every letter, statement and receipt: they are your evidence.

Avoid the problem next time

Ask for your statement every few months and check it against your payslip and M-Pesa messages. My accounts keeps a running total for you.
Write down every loan you guarantee, and ask to be released when it's cleared: track them here.
Before joining or depositing, check the SACCO is licensed.