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CAFIA Access

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.

How it works

Your safety comes first

Your safety comes first. Never share a PIN, password, one-time code, full card number or full mobile-money secret in your description or attachments. CAFIA staff will never ask for these. If someone contacts you asking for them, stop and report it.
Who this is for

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

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.

  • 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.

Ready to submit or track?

Your safety comes first

Your safety comes first. Never share a PIN, password, one-time code, full card number or full mobile-money secret in your description or attachments. CAFIA staff will never ask for these. If someone contacts you asking for them, stop and report it.