Customer Complaint Procedure

Dear Customers, We aim at providing the best of all our services. However, there are times issues might arise which don’t meet the required standards. We would like you to share your experience and opinions so that we can improve ourselves.

Register your complaints or feedback at our reception desk. Please ensure that your phone number or email address is written so that we can contact you.

Also, you are free to log your complaint and feedback by sending a message via our whatsapp number (+255 743 475 348) or sending us an email via address

If you are not satisfied with the turnaround time, you may escalate to Imaan Finance/iTrust Finance Senior management:

Chief Executive Officer -
Head of Finance and Admin -

Should you still be dissatisfied with our resolution, or the complaint has surpassed our 21-day resolution period from date of logging, you may forward your complaint to the Bank of Tanzania (BOT) Complaints Resolution Desk within 14 working days. All complaints should be addressed to:

Bank Of Tanzania (BOT),
Complaints Resolution Desk Office of the Secretary of the Bank,
2 Mirambo Street, PO Box 11884,
Dar es Salaam

We are committed to ensure that all complaints and opinions are reviewed fairly and resolved as soon as possible. We will regularly provide updates and handle complaints in compliance with all laws and regulatory requirements. Thank you for your corporation

Do You Have any complaints?