Namibia Financial Institutions Supervisory Authority (NAMFISA): +264 61 290 5000

Borrowers’ Complaints Procedures

The Namibia Financial Institutions supervisory authority (NAMFISA) regulates and supervises non-bank financial institutions, including Microlenders.

Microlenders are regulated under the Usury Act, 1968 (Act No. 73 of 1968), and Exemption Notices made by the Minister of Finance.

The inspection of Microlenders is coordinated in accordance with the Inspection of Financial Institutions Act, 1984 (act No.38 of 1984).

If a Microlender has treated you unfairly, you may complain to NAMFISA by filling out a Complaint Intake Form. You can get a Complain Intake Form from your Microlender. Please ask for a form.

Please follow these steps before launching a complaint with NAMFISA:

Step 1

First, take up the matter with the frontline staff of the Microlender. State the problem and ask for a solution. Specifically, ask if the staff is able to resolve the complaint.

Step 2

If the staff is unable to resolve the complaint, make an appointment with the Principal Officer/Owner of the Microlending business. Put the problem in writing, ask for a solution within a certain period, and hand the complaint to the Principal Officer/Owner at the day of the meeting. If the Principal Officer/Owner does not want to meet with you or cannot give you a date within a reasonable time for a meeting, proceed to step 3.

Step 3

If the Microlender fails to reply or the complainant is not satisfied with the reply, or could not meet the Principal Officer/Owner;

  • Complete a complaint intake form - Download at the bottom of this page
  • Give the complaint Intake Form plus relevant supporting documents to the Microlending and Credit Agreement Department of NAMFISA.
  • You can also fax the Complaint Intake Form to NAMFISA at fax no: +264 61 256 303.

  • Should you want to make the Complaint by e-mail, send it to info [at] namfisa.com.na and mail the relevant supporting documentation to NAMFISA at the following postal address:

    The Registrar
    NAMFISA
    P O Box 21250
    Windhoek
    NAMIBIA

    Alternatively, bring the supporting documentation personally to:

    The Registrar
    NAMFISA
    Sanlam Building
    8th Floor
    Independence Avenue
    WINDHOEK

    Refer to the e-mail complaint, particularly the date when it was sent.

  • NAMFISA shall study the complaint and inform the complainant of the appropriate action.
Downloads
Complaint Intake Form475.57 KB