Independent pilot grievance centre for Sierra Leone
Record a financial service issue. Track the next steps.
CAFIA Access Grievance Centre helps individuals and MSMEs in Sierra Leone record financial service issues, organise supporting information and follow the next steps with CAFIA reviewers.
Your safety comes first
Who this is for
Individuals, MSMEs, traders, farmers, women-led businesses, youth-led businesses, savings groups and anyone using financial services in Sierra Leone.
Why CAFIA built this
CAFIA fieldwork with individuals and MSMEs in Sierra Leone shows that many financial service users face unclear charges, delayed responses, poor communication and limited awareness of complaint channels.
CAFIA Access Grievance Centre is a pilot response to this gap. It helps record cases, organise evidence, support follow-up with consent and produce anonymised insights for system improvement.
What you can report
Unclear fees or charges
Unexpected, undisclosed or inconsistent fees, or unclear penalty.
Loan, savings, or account issues
Trouble with a loan, account balance, account access, or savings product.
Mobile money or transfer problems
Failed transfers, delayed transfers, wrong charges, or agent issues.
Delayed response from provider
No reply, unreasonably slow, or no clear timeline for follow-up.
Refused service without clear explanation
Service declined, loan or account refused without a stated reason.
Pressure, harassment, or unfair treatment
Pressure, intimidation, or unfair treatment by staff or agents.
Insurance claim delay
Claim submitted but not processed or paid within a reasonable time.
Agent or branch misconduct
Improper conduct by an agent, teller, or branch staff.
Data or privacy concern
Personal or financial information used or shared without consent.
Other financial service issue
An issue that does not fit the categories above.
Before you submit
Contact the provider first, where possible
If you can, first raise the issue with the bank, MFI, mobile money provider, insurer, or other institution.
CAFIA can still review serious or unclear cases
If the matter is urgent, serious, or you are unsure what to do, CAFIA can review the case and guide the next step.
Do not share secret information
Never submit PINs, passwords, OTPs, full card numbers, or mobile money secrets.
How the process works
- Answer screening questions
- Submit the case
- Receive a case number
- CAFIA reviews the information
- CAFIA may request more details
- CAFIA supports follow-up with consent
- Case is closed, followed up, or prepared for referral where appropriate
- Anonymised insights support system improvement
Expected timelines
CAFIA uses target timelines as service levels for the pilot. Some cases may take longer depending on the institution, available evidence, or the seriousness of the issue.
Possible outcomes
Working with institutions and public authorities
CAFIA Access is an independent pilot developed to test a structured grievance and evidence pathway for financial service users in Sierra Leone. CAFIA intends to share pilot learnings with the Bank of Sierra Leone and relevant authorities, and is open to a future partnership, transfer, or integration pathway if deemed feasible and appropriate.
Ready to submit or track?
Your safety comes first