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When dealing with institutions; KRA, Banks, County, Hospitals, Nairobi Water and Sewerage Company, KPLC, schools, etc. Always write a clear and brief letter with your coming to the office of the top most office... eg. The Director. Never a specific person.
Addressing a specific person, say, "Mr. John Mugo" ensures that any action against that letter can only be addressed by that person when in fact there are other officers who can action. This delays action.
Make sure your account details are in the heading of the letter. Keep the heading not more than two sentences long.
Make a copy of the letter, sign it with your name, and ID number (where necessary).
Make a copy of the letter, sign it with your name, and ID number (where necessary).
Ensure your copy is stamped "Received"w/ a date, by registry, or receiving officer.
If you chose to continue follow up via email, always attach images of the letter you wrote (customer care people may keep changing) and any other letter three after.
If you chose to go to their offices to follow up in person, either have a letter (ready with you ready to hand over saying you were there on (indicate that day's date), have it "received" and take an image as your copy.
For all future follow ups:
On email: attach each letter and reference it by date "Refer to my letter dated attached"
In person: staple all your "received" copies and have that day's letter handy.
On email: attach each letter and reference it by date "Refer to my letter dated attached"
In person: staple all your "received" copies and have that day's letter handy.
The purpose of this is to ensure that you have documented the entire complaint and followup should you need to escalate. It also forces the institution to remedy the issue as it looks bad when you keep coming back.
In a government institution, if you find that you are not getting a remedy, you have the right to ask to see the senior most office holder, the Director himself/herself, on top most manager in the bank.
All the best!
All the best!
If dealing with a bank that isn't resolving missing funds in your account even after following up with Bank Manager without a response, Cc. Your next letter to Central Bank of Kenya & ensure to actually deliver it.
Please ensure you have exhausted all avenues before going this
Please ensure you have exhausted all avenues before going this
Have a copy of this letter stamped "received" by the bank in question.
An imaged of the "recived" letter will save you need for a photocopy/or ask institution for a copy.
Be calm, confident and polite, always, whether on email or face-to-face.
An imaged of the "recived" letter will save you need for a photocopy/or ask institution for a copy.
Be calm, confident and polite, always, whether on email or face-to-face.
