Neo Microfinance Institution S.C. is licensed and supervised by the National Bank of Ethiopia (Licence MFI/054/2022). Every customer of Fair Cash, Green Finance or Business Finance has the right to complain, to receive a clear answer, and to escalate to the regulator if we get it wrong. This page explains how.
01Our commitment
- Complaints are free to make and will never affect how we treat your account.
- You will be told who is handling your complaint and when to expect an answer.
- Where we made a mistake, we will put it right — including correcting your account and refunding any amount wrongly charged.
- We record every complaint and report on them to our Board and to the National Bank of Ethiopia as required.
02How to raise a complaint
Use whichever channel is easiest for you. Please include your registered mobile number, the product (Fair Cash, Green Finance or Business Finance), what happened and what outcome you are looking for.
03How we handle it
- Acknowledgement. We confirm receipt and give you a reference number within two working days.
- Investigation. A staff member who was not involved in the original matter reviews your account records, the disclosures you accepted and any communication with you.
- Answer. We give you a written answer, explaining what we found and what we will do, within fifteen working days. If a complaint is complex and needs longer, we tell you why and when you will hear from us.
- Closure. A complaint is closed only when you have received our final answer. You may ask for a review by a senior manager if you disagree with it.
04Escalating to the National Bank of Ethiopia
If you have received our final answer and are not satisfied, or have not received an answer within the time stated above, you may refer your complaint to the National Bank of Ethiopia, which supervises Neo under Proclamation No. 626/2009 as amended by Proclamation No. 1164/2019. Quote your Neo complaint reference number when you do so. Escalating to the regulator does not affect your account or your right to pursue other legal remedies.
05Your rights as a borrower
- To receive the full cost of a loan — fee, interest and any charges — before you accept it.
- To repay early without penalty and pay interest only for the days you held the money.
- To be contacted about your loan only through the channels you registered, during reasonable hours, and never through your contacts, family or employer.
- To have your personal data handled under our Privacy Policy and never sold.
- To a copy of your loan contract and statement on request.
06Reporting fraud
Neo will never ask for your Telebirr PIN, app password or a payment to “release” a loan. If anyone contacts you claiming to be Neo or Fair Cash and asks for these, do not respond — report it to us immediately at +251 115 586 969 or info@neo.et. Official Fair Cash communication comes only from the app and from Neo’s registered numbers and addresses.