FOS is Uganda’s independent body established to protect and empower financial consumers. We handle complaints, offer financial education, advocate for consumer-friendly policies, and bring together stakeholders to build a fairer financial system.
Any individual or small business that has a concern or dispute with a licensed financial service provider in Uganda—including banks, mobile money providers, insurance companies, or SACCOs—can file a complaint.
We assist with a wide range of financial complaints, such as:
- Unfair charges or deductions
- Delayed or denied transactions
- Loan disputes
- Unauthorized account activity
- Poor service or misconduct
- Issues with digital financial services
Note: We only handle complaints that have first been reported to the financial institution and remain unresolved.
No. Services are free of charge for all consumers.
The time depends on the complexity of the issue, but most cases are resolved within 30 to 60 days. We will keep you informed throughout the process.
If you disagree with the outcome, you may request a review or pursue alternative legal channels. We aim to be fair, transparent, and impartial at every step.
We also:
- Provide financial education to help you make informed decisions
- Conduct research on consumer protection trends
- Advocate for policy changes that benefit consumers
- Coordinate with banks, fintechs, regulators, and NGOs to improve services
We are governed by an independent board, supported by a multi-stakeholder advisory council, and operate transparently under clear consumer protection guidelines.
Follow us on social media, subscribe to our newsletter, or regularly visit our website for updates on education campaigns, workshops, and reports.
No. You do not need a lawyer. Our services are designed to be simple, user-friendly, and accessible to everyone. We will guide you through the process.
You may need to provide:
- A copy of your national ID or passport
- Account statements or transaction records
- Correspondence with the financial institution
- Any receipts, screenshots, or written contracts relevant to your case
Our team can help you understand exactly what’s needed during the complaint process.
No. FOS is not a court and cannot represent you in legal proceedings. However, we can guide you on your rights and options if further legal action is necessary.
Regulators set and enforce rules for financial institutions.
Financial Ombudsman Services is a neutral and independent consumer platform that helps resolve disputes, gather consumer insights, and educate the public. We also collaborate with regulators to improve policies, but we are not a regulator ourselves.
We treat all cases with confidentiality, but full anonymity may limit our ability to resolve your issue. You may choose to withhold public disclosure, but we will need accurate details for investigation.
Yes. Our services are available nationwide through:
- Online submissions
- Phone consultations
- Regional outreach and partnerships
We are expanding physical presence and regional offices to serve you better.
Yes. If your complaint is not accepted (e.g., due to being outside our mandate), you will receive a full explanation. You may request a review or be guided on the appropriate channel to use.
We conduct:
- Community training sessions
- School and university outreach
- Public awareness campaigns
- Radio, TV, and social media education
- Distribute toolkits and guides in local languages
NFCAC is an independent, non-profit institution supported by a mix of government support, development partners, and stakeholder contributions. This ensures our independence and sustainability.
Yes! We welcome collaboration with Banks, SACCOs, fintechs, and Insurers on:
- Joint consumer education
- Staff training on customer protection
- Policy dialogue
- Dispute resolution capacity-building
Contact our partnerships team at: info@nfinombudsman.org
