Complaint System


At CIM FINANCE LTD ("Cim Finance"), we are committed to providing a high standard of service to all our clients. However, we do recognise that on occasions, problems may arise and you may encounter an issue with our service.

We welcome your complaints and suggestions as these will help us serve you even better in the future.

Cim Finance has a solid & secure mechanism to ensure your complaints are heard and to take reasonable steps to ensure that they are handled fairly, consistently & promptly.

 

You may choose to contact us in any of the following ways.

Have you been delighted or disappointed?

Delighted or Disappointed
 

CONTACT US

Walk in(in person)

Simply talk to one of our staff members to take note of your grievance

Phone

Call us on 203-6898

Monday-Friday

From 8h30 to 17h00

In writing

By Email: [email protected]

By Fax: +230 203-6810

If we are unable to resolve your concern on the spot, we will refer your complaint to a dedicated personnel who will acknowledge same within three working days and provide you with a reference number. We commit to provide you with a resolution of your complaint within 15 days depending on the nature of your complaint. If the Complaints Handling team requires additional time, we shall inform you in writing regarding this.

 
 

Complaints Officer

If you are unsatisfied with the resolution provided by the Complaints Handling team, we request that you write to the:

Head of Customer Experience

CIM FINANCE LTD

Manhattan Building

c/r Edith Cavell & Mère Barthélemy streets,

Port Louis, Mauritius


The Head of Customer Experience will initiate an investigation and contact you to provide a resolution of your complaint within 15 days.

REPORT TO
COMPLAINTS OFFICER

 
 

STILL NOT SATISFIED

If you are still aggrieved and not satisfied by the resolutions provided to you if you have not received a reply from Cim Finance Ltd within 3 months as from the date of your complaint, you may refer your complaint to:

For complaints on Fixed Deposits

First Deputy Governor

Bank of Mauritius

Sir William Newton Street

Port Louis

For complaints on Credit Facilities, Credit Cards, Credit Purchase, Factoring or Leasing

Chief Executive

Financial Services Commission

FSC House, 54

Cybercity, Ebene

You would need to specify the nature of their complaint, the redress sought for and the reasons for your dissatisfaction duly accompanied by the following documents:

  1. a copy of the complaint made to Cim Finance Ltd
  2. a copy of the reply made by Cim Finance Ltd; and any other document or information which may be of relevance to your complaint
 

Can I purchase on credit without making a part payment?

  • Credit facility

If your application is approved, you can enjoy zero part payment on certain credit purchases and start your monthly payments as per your contract. 

How do I pay my monthly instalments?

  • Credit facility

You can pay by :

  • Bank transfer
  • By cash or cheque at one of our sub-offices

What do I do if I have problems to pay my instalments?

  • Credit facility

Contact us or call the Customer Service department of Cim Finance on 203 6805.

What documents must I submit to make a credit purchase?

  • Credit facility

You must submit your :

  • ID Card
  • Payslip or bank statement dating from less than 3 months.
  • Proof of address dating from less than 3 months (CEB/CWA/MT bill)

And if I’m already a Cim Finance client?

You just have to submit your ID card and/or your Cim Mokart for your next purchase.

 

What happens if I fail to pay my instalment on the due date?

  • Credit facility

In the event of late payment, a late payment fee is applicable as stipulated in the contract. For more information, contact us or call us on 2036805.

What happens if the purchased product is defective?

  • Credit facility

You should immediately contact the respective merchant. Cim Finance shall not be responsible for any liability, loss, damage or other claim related to the product and/or service acquire by you.

What should I do if I want to change my payment method?

  • Credit facility

Call at one of our sub-offices to fill in the appropriate form or contact us for more information.

What should I do if my personal contact details have changed?

  • Credit facility

You are required to inform us of any change to your personal contact details within 8 days.

Call at one of our sub-offices to fill in the appropriate form or contact us for more information.

Where can I apply for credit facilities?

  • Credit facility

Any application for credit facilities can be made at one of our sub-offices or at one of our authorised partners.

Where can I purchase on Credit purchase through Cim Finance?

  • Credit facility

You can make credit purchases through Cim Finance at more than 700 partners across the island, where this sticker is displayed :


DISCLAIMER

Cim Finance® Ltd is a public company limited by shares incorporated in the Republic of Mauritius (Incorporation No. C1288 and BRN No. C06001288) and is regulated by the Bank of Mauritius as a non-bank deposit taking institution and licensed by the Financial Services Commission to provide credit finance, leasing and factoring services. You are encouraged to seek professional advice prior to investing in any services proposed in the advertisement.

You are taking a credit purchase

Finance Amount:
Repayment term:
Part payment:

Monthly instalment(Rs)

Finance amount (Rs)

Repayment term (month)

Please note that:

  • Calculation results are approximations and for information purposes only.
  • Quoted rates are not considered as guaranteed rates and repayments will be based on your personal circumstances, Credit facility amount and term.
  • All requests for credit facilities are subject to standard credit approval.
  • The calculations assume that all payments are made when due.

You are taking a lease

Leasing:
Price:
Age of Vehicle:
Period:
Down payment:

Monthly rental(Rs)

Finance amount (Rs)

Residual value

Repayment term (month)

Please note that:

  • Calculation results are approximations and for information purposes only.
  • Quoted rates are not considered as guaranteed rates and repayments will be based on your personal circumstances, Credit facility amount and term.
  • All requests for credit facilities are subject to standard credit approval.
  • The calculations assume that all payments are made when due.

Fixed deposit

Schedule:

Deposit amount:

Period:

Interest Receivable(Rs)

Deposit amount (Rs)

Period (months)

Schedule

Please note that:

  • Calculation results are approximations and for information purposes only.
  • Quoted rates are not considered as guaranteed rates and repayments will be based on your personal circumstances, Credit facility amount and term.
  • All requests for credit facilities are subject to standard credit approval.
  • The calculations assume that all payments are made when due.

You are taking a Credit facility

Products:
Finance Amount:
Repayment term:

Monthly instalment(Rs)

Finance amount(Rs)

Repayment term (months)

Please note that:

  • Insurance not included.
  • Calculation results are approximations and for information purposes only.
  • Quoted rates are not considered as guaranteed rates and repayments will be based on your personal circumstances, Credit facility amount and term.
  • All requests for credit facilities are subject to standard credit approval.
  • The calculations assume that all payments are made when due.