Fortune Credit Customer Service Charter
At Fortune Credit, we are in the business of people, not just lending. We are a women-led organization built on trust, integrity, and a belief in progress. Every client deserves respect, honesty and care, and we do not take that lightly.
This charter sets out what you can expect from us, every time.
Customer Service Charter
1.
Clarity
We explain everything in plain English or Swahili.
You will always know:
- What you are signing
- What it will cost
- What is expected of you
- What you can expect from us
2.
Respect
We treat every client with dignity, regardless of loan size or background. We listen first. We do not rush or dismiss you.
3.
Your time matters
We answer enquiries promptly, give clear timelines and follow through on what we say. If there is a delay, we will tell you.
4.
Responsible lending
We lend with care. We check that you can afford what you are taking on, and that the best loan suits your situation. Our goal is your progress, not your pressure.
5.
Consistency
You will receive the same standard of service across all our branches and channels. Our team is trained and held to the same standard, every time.
6.
Confidentiality
We handle your data in accordance with the Data Protection Act, ensuring it is collected and processed lawfully, used only for specified purposes, stored securely, and shared only where permitted by law, including reporting to Credit Reference Bureaus (CRB) in applicable cases.
7.
Ongoing support
A loan is not the end of our relationship. We are here to support your financial journey over time. We are accessible and ready to help when your circumstances change.
8.
Accountability
If we fall short, we will address it. We welcome feedback and take concerns seriously. Every issue is a chance to do better.