If something goes wrong, we want to hear it and fix it.

Any expression of dissatisfaction about our products, fees, interest, disbursement, deductions, collections conduct, staff conduct, data handling, or the accuracy of information we have given you.

Reports of fraud or of anyone demanding money in the name of Nexus Credit are treated as urgent complaints and are investigated immediately.

Most matters are resolved at first contact. Message the official helpline +260 976 000 000 on WhatsApp, email support@nexuscredit.com, or speak to the officer handling your file during Mon–Fri 08:00–17:00 · Sat 09:00–13:00 (CAT).

Quote your reference ticket (for example NEX-00000) and NRC number so that we can open your file quickly. We aim to resolve stage 1 matters within two business days.

If stage 1 does not resolve the matter, send a written complaint to support@nexuscredit.com marked “Formal Complaint”, or deliver it to our office at Lusaka, Zambia.

Include your full name and NRC number, your reference ticket or loan account number, a clear description of what happened and when, copies of any supporting documents, and the outcome you are seeking.

We acknowledge every formal complaint within two business days, assign a complaints handler who was not involved in the original decision, and give you a case number.

The complaints handler reviews your file, system records, call and message history, and speaks to the staff involved. We may contact you for clarification; please respond promptly so the investigation is not delayed.

We issue a written decision within fifteen business days of acknowledgement. Where a matter is complex, we write to you before that deadline explaining the delay and giving a revised date, which will not exceed thirty business days.

Our decision states the findings, the reasons, and any remedy such as correction of an account, refund of a charge wrongly applied, restructuring, a written apology or disciplinary action.

If you are dissatisfied with the decision, you may request an internal review by senior management within thirty days of receiving it, setting out why you disagree. The review is completed within ten business days and is our final internal position.

If you remain dissatisfied after our final response, you may escalate the matter to the relevant Zambian authority, including the Bank of Zambia for conduct of a financial services provider, the Competition and Consumer Protection Commission for consumer matters, or the Data Protection Commissioner for personal data matters.

You may also pursue the matter through the Zambian courts. Escalating does not prejudice any rights you have under your Loan Agreement or under Zambian law.

Acknowledgement within two business days. A substantive written decision within fifteen business days. Internal review within ten business days. Every complaint logged in a central register with an owner and a due date.

You will never be penalised, refused service or treated less favourably because you complained.

Nexus Credit will never ask you to pay a processing, clearance or insurance fee in advance, and will never ask you to send money or documents to a personal phone number, personal mobile money wallet or personal bank account.

If anyone contacts you making such a demand in our name, do not pay. Report it immediately to support@nexuscredit.com or the official helpline +260 976 000 000 with screenshots, the number used and the amount requested.

Complaint records, evidence and outcomes are retained in line with our Privacy Policy and Zambian record-keeping requirements, and are reviewed by management to identify and correct recurring causes.