Complaints Procedure

Anything relating to your loan with Meridian Advance: an application decision, the fee quoted, the amount disbursed, a deduction that was taken incorrectly or twice, a balance you disagree with, how your guarantor was contacted, or how your personal information was handled.

Payroll timing and salary matters that do not involve your loan are handled by your employer, as your employer runs the payroll. We will tell you promptly if a complaint needs to go to them.

Send us your application reference (format MRA-XXXXXX-XXXX) or your national identity number, a description of what happened, and what you would like us to do. Written complaints are preferred so we have an accurate record.

We acknowledge every complaint within 2 business days and give you a case number and the name of the person handling it.

We aim to give a full written response within 14 business days. Where a complaint requires reconciliation with your employer’s payroll we may need up to 30 business days, and we will tell you if that applies.

If you are not satisfied with the outcome you may ask for a review by a senior manager who was not involved in the original decision. The review is completed within a further 10 business days.

Where we find we were at fault we will correct the balance, refund any amount collected in error, and cancel any fee charged as a result of our mistake. Deductions in dispute are suspended while the complaint is open where it is fair to do so.

If you remain dissatisfied after our review, you may refer the matter to the relevant Zimbabwean financial services regulator or to the courts. Our final response letter will confirm that this stage has been reached.