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Complaints

Your complaint and feedback matters

As a FinTech Credit Financial Company licensed by the Financial Services Commission, we have in place mechanisms to ensure proper complaints handling procedures. It may happen that our products and services fall short of your expectations. Rest assured that your satisfaction is our utmost priority; hence, we rely on your suggestions and comments to improve our standards.

Thank you for your helping hand in this respect.

File the Complaint Form online
Click here to download Complaint Form

Handling your complaint [Journey of a complaint]

Once a complaint has been received, NanoSAIO shall investigate the complaint competently, promptly and impartially, and provide remedial action. Below you will find the journey of a complaint.

Escalation process for complaint

Every company, no matter how great, receives complaints. There is just no way to please every customer every time. What matters is how our organization handles the complaint and provides our customers with the appropriate escalation channel.

Level 1: Contact us in person

If the customer service team is unable to resolve your issue on the spot. Your complaint will be forwarded to dedicated staff who will acknowledge receipt within two (2) working days and provide you with a reference number and contact details of the person handling the complaint.

We strive to provide you with a decision on your complaint within 10 days depending on the nature and complexity of your complaint. If the customer service team needs more time, we will let you know in writing.

Walk In (In Person)

Simply meet one of our staff members at counters and they will log your complaint accordingly.

Phone

Call us on (+230) 460-1736
Monday-Friday
From 8h30 to 17h00

In Writing

By Email: complaints@nanosaio.mu

Log Onto our website

https://nanocash.mu/contact-us

Level 2: Report to Complaints Coordinator

If you are unsatisfied with the decision provided by the Customer Service team, we request that you write to the:

Complaints Coordinator

NanoSAIO Ltd
Hermès Cubicles,
Terre Rouge - Verdun - Trianon Link Road, Trianon, Mauritius
Tel: (+230) 460-1736

The Complaints Coordinator will initiate an investigation and contact you to provide a decision on your complaint within 10 days.

Level 3: Report to the Management

If you are still unsatisfied with the decision provided by the Complaints Coordinator of NanoSAIO Ltd, you may write to the:

Management

General Manager
Hermès Cubicles,
Terre Rouge - Verdun - Trianon Link Road, Trianon, Mauritius
Tel: (+230) 460-1736

The General Manager will initiate an investigation and contact you to provide a decision on your complaint within 10 days.

Level 4: The Ombudsperson for Financial Services

If still aggrieved and not satisfied with the resolutions brought to you if you have not received a decision from NanoSAIO within 10 days from the date on which NanoSAIO acknowledges receipt of your written complaint, you can send your complaint to:

The Ombudsperson for Financial Services

Office of Ombudsperson for Financial Services
8th Floor, SICOM Tower, Wall Street Ebène, Trianon, Mauritius
Tel: (+230) 468-6475
Fax: (+230) 468-6473
Email: ombudspersonfs@myt.mu

You would need to specify the nature of the complaint, the redress sought for and the reasons for your dissatisfaction duly accompanied by the following documents:

1. a copy of the complaint filed with NanoSAIO Ltd;
2. a copy of the decision made by NanoSAIO Ltd; and
3. any other document or information that may be relevant to your complaint.

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