Customer Service Charter


The Customer Service Charter outlines the ‘Ngao Credit Limited’ commitment in delivering the highest standards of customer service at all times and at each customer’s touch point. Our commitment is reinforced through our values of Honesty, Integrity, and work, Efficiency, Effectiveness, Innovation and Social Responsibility which outline our belief in Service.

This Customer Service Charter outlines the standards of service you can expect in your dealings with us. We recognize that there will always be room for improvement, and as we establish new and better ways of working, we will formalize processes and procedures and include them herein our Customer Service Charter.


We commit to deliver innovative financial products and services with passion so that you feel valued and special.

Our Vision

To be the world class leader in micro-finance lending and financial management in east and central Africa.

Mission Statement

To provide a platform to visionary Kenyans to help them realise their goals through financial empowerment by offering unique and tailor- made solutions to our clients with high level of customer education, service and support.

Our Core Values

  • Efficiency and Effectiveness
  • Team work
  • Honesty
  • Integrity
  • Creativity and Innovation
  • Social Responsibility


We will continuously work towards improving the Standards of our Service and products. We aim to provide our services efficiently and effectively. NCL’s relationship with customers will be guided by the following key principles:


We will ensure that all our products and services comply with relevant laws and regulations.  Also endeavour to explain and help you to understand the financial benefits of our products and services that you are interested in, how they work, and the risks involved.


We will act fairly and reasonably towards you in a consistent and ethical manner. Your needs and expectations shall be at the core of our business.

Privacy and Confidentiality:

We will treat all your personal information as private and confidential and ensure that it shall be secure. Your personal information will not be revealed unless otherwise authorized by you or required by the law to do so.


We will co-operate as an industry so that you enjoy secure and reliable borrowing, payment systems and other financial products and services that you can trust.


We will provide you with clear, relevant and timely information to help you make informed decision about our products and services. Where applicable, a set of Terms and Conditions indicating your liabilities, rights and obligations relating to our financial products or services will be made readily available to you. We will inform you, through various channels (e.g. over the website, social media, by telephone, email, sms, at our various branches) of available products and services.


  • You have the right to be served with respect, professionally and timely.
  • You have the right to report any service delivery failure; complaint
  • You have a right to customer information confidentiality
  • You have a right to receive updates concerning your accounts from us.


We will review this charter every year and work towards delivering our service goals over the coming years.

Customer Complaints and Comments:

We are committed to providing the best possible services to you. If you have a complaint or suggestion, please let us know by communicating either by telephone, letter or email to the address provided in the contact.

Ngao Credit Limited guarantees confidentiality and privacy in respect of our submitted complaints. Your comments and complaints are important to us.

We will:

  • Listen to your comments and complaints
  • Investigate any complaints about our service and give feedback immediately
  • Learn from customer comments and complaints and improve our services

Complaint Escalations:

If you are not satisfied with the outcome of your complaint or how it was handled at the branch, you may refer the matter to the following: –

Customer Service Department

Tel: +254 709650000

Customer Care Number

+254 709 650 000

Support Email Address

Working Hours

Mon-Fri : 8am-5pm ; Sat: 8am-12pm