Complaint System

At CIM FINANCIAL SERVICES LTD ("Cim Finance"), we are committed to providing a high standard of service to all our clients. However, we do recognise that on occasions, problems may arise and you may encounter an issue with our service.

We welcome your complaints and suggestions as these will help us serve you better in the future.

Cim Finance has a solid & secure mechanism to ensure your complaints are heard and to take reasonable steps to ensure that they are handled fairly, consistently & promptly.

You may choose to contact us in any of the following ways.

Have you been delighted or disappointed?

Delighted

or Disappointed

CONTACT US

Walk in(in person)

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

Log onto our website

https://cimfinance.mu/en/about /contact-us/get-in-touch

Phone

Call us on 203-6898

Monday-Friday

From 8h30 to 17h00

In writing

By Email: [email protected]

By Fax: +230 203-6810

If the Customer Experience Team is unable to resolve your concern on the spot, a written complaint will have to be filed by you. Your complaint will be referred to a dedicated personnel who will acknowledge receipt of same within two working days and provide you with a reference number. We endeavour to provide you with a decision on your complaint within 10 days depending on the nature and complexity of your complaint. If the Customer Experience team requires additional time, we shall inform you in writing regarding this.

If you are unsatisfied with the decision provided by the Customer Experience team, we request that you write to the Complaints Officer/ Coordinator at:

CIM Financial Services Ltd ,
Manhattan Building
c/r Edith Cavell & Mère Barthélemy streets, Port Louis, Mauritius

Tel: 203-6800

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

REPORT TO
COMPLAINTS OFFICER

REPORTS TO THE MANAGEMENT

If you are still unsatisfied with the decision provided by the Complaints Officer/ Coordinator of CIM Financial Services Ltd , you may write to the :

CEO’s Office

Manhattan Building
c/r Edith Cavell & Mère Barthélemy streets, Port Louis, Mauritius

Tel: 203-6800

If you are still aggrieved and not satisfied by the resolutions provided to you or if you have not received a decision from CFL within 10 days as from the date CFL acknowledges receipt of your written complaint, you may refer your complaint to:

The Ombudsperson For Financial Services

Office of Ombudsperson for Financial services
8th Floor, SICOM Tower, Wall Street, Ebène

Tel: 468-6475

Fax: 468-6473

Email: [email protected]

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:

i. a copy of the complaint made to CIM Financial Services Ltd ;

ii. a copy of the decision made by CIM Financial Services Ltd ; and any other document or information which may be of relevance to your complaint.

Can I purchase on credit without making a part payment?

Credit facility

If your application is approved, you can enjoy zero part payment on certain credit purchases and start your monthly payments as per your contract.

How do I pay my monthly instalments?

Credit facility

You can pay by :

Bank transfer
By cash or cheque at one of our sub-offices

What do I do if I have problems to pay my instalments?

Credit facility

What documents must I submit to make a credit purchase?

Credit facility

You must submit your :

ID Card
Payslip or bank statement dating from less than 3 months.
Proof of address dating from less than 3 months (CEB/CWA/MT bill)

And if I’m already a Cim Finance client?

You just have to submit your ID card and/or your Cim Mokart for your next purchase.

What happens if I fail to pay my instalment on the due date?

Credit facility

In the event of late payment, a late payment fee is applicable as stipulated in the contract. For more information, contact us or call us on 2036805.

What happens if the purchased product is defective?

Credit facility

You should immediately contact the respective merchant. Cim Finance shall not be responsible for any liability, loss, damage or other claim related to the product and/or service acquire by you.

What should I do if I want to change my payment method?

Credit facility

Call at one of our sub-offices to fill in the appropriate form or contact us for more information.

What should I do if my personal contact details have changed?

Credit facility

You are required to inform us of any change to your personal contact details within 8 days.

Call at one of our sub-offices to fill in the appropriate form or contact us for more information.

Where can I apply for credit facilities?

Credit facility

Any application for credit facilities can be made at one of our sub-offices or at one of our authorised partners.

Where can I purchase on Credit purchase through Cim Finance?

Credit facility

You can make credit purchases through Cim Finance at more than 700 partners across the island, where this sticker is displayed :

DISCLAIMER

Cim Finance® Ltd is a public company limited by shares incorporated in the Republic of Mauritius (Incorporation No. C1288 and BRN No. C06001288) and is regulated by the Bank of Mauritius as a non-bank deposit taking institution and licensed by the Financial Services Commission to provide credit finance, leasing and factoring services. You are encouraged to seek professional advice prior to investing in any services proposed in the advertisement.