Complaints

We are sorry if something has gone wrong. Cairo Bank Uganda takes every complaint seriously, and we aim to resolve issues fairly and promptly. You can also reach us directly via the Contact Us page if you would prefer to speak with someone first.

Security reminder: Please do not include your PIN, password, full card number, or online banking credentials in this form. If you suspect fraud or unauthorised activity on your account, contact us immediately by phone in addition to submitting a complaint.

Submit a complaint

What happens next

We will acknowledge your complaint promptly and provide you with a reference number.
A member of our team will review your complaint and investigate the matter thoroughly.
We aim to resolve most complaints within a reasonable timeframe and will keep you informed of progress if the matter is complex.
You will receive a clear written response outlining our findings and any action taken.

If you are not satisfied with our response

If, after receiving our final response, you feel your complaint has not been resolved satisfactorily, you have the right to escalate the matter to Cairo Bank Uganda's senior management for further review, and subsequently to the relevant external regulatory or ombudsman body responsible for banking complaints in Uganda. Details of the applicable external escalation route will be provided in our final response letter.

For general enquiries or to check the status of an existing complaint, please visit our Contact Us page or use our branch finder to speak with staff in person.