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I&M Capital Limited (IMC) is committed to providing excellent service experiences to its clients. IMC welcomes feedback and comments from its customers and handles potential expressions of dissatisfaction fairly, consistently, and promptly. Should anything go wrong, or should you feel dissatisfied with the level of service you have received from us, please do let us know. We will listen to you and promptly resolve the complaint.
How to Report a Complaint
You can use any of the channels below to report a complain and we will promptly respond to you
24/7 Call Centre
Our call centre is available around the clock, every day.
+254 (020) 3221000
+254 732 100 000
+254 719 088 000
Visit Any I&M Branch
Speak directly with a representative at any I&M Bank branch countrywide.
Write to Us by Post
Write to our dedicated wealth management team.
I&M Capital Limited
P.O. Box 30238-00100
Nairobi GPO, Kenya
Relevant Details Required
In order for us to review, investigate, and resolve your complaint in a timely manner, please provide us with the following details:
What Went Wrong
Describe what went wrong, how and when it happened, including any relevant context.
Your Contact Details
Provide your full name, phone number, and email address so we can reach you with updates.
Portfolio / Account Details
Include your portfolio account details or member number if you are an I&M Capital Limited client.
Supporting Documents
Attach any other supporting or relevant documents that may help us investigate your complaint.
Our Response to You..
I&M Capital Limited is committed to resolving complaints at the first point of contact. Where investigations are required, we will follow the process below:
Written Acknowledgement
We will send you a formal written acknowledgement of your complaint, confirming we have received and understood your concerns.
Status Update
We will keep you informed about the status of your complaint and the progress of our investigations.
Regular Updates & Outcome
We will provide regular updates on the outcome of our investigations and the proposed actions we intend to take until the matter is fully resolved.
Escalation of Your Complaint
If you are not satisfied with the response received, or if you do not hear from us within 10 working days, you may escalate your complaint.
Should you feel your complaint has not been adequately addressed through the standard channels, please escalate using the contacts below. We are committed to ensuring every concern is resolved to your satisfaction.
Phone
+254 719 088 000