At SML, we are committed to providing excellent service to our clients. However, if you are not satisfied with any aspect of our service, we have a clear process in place to address your concerns promptly and fairly.
Step 1: Report Your Complaint to SML
If you have a complaint, please report it to our Complaint Handling Officer. You may do so through any of the following channels:
- In person: Visit our offices to report your complaint orally or in writing
- Email: kondwani@smlmw.com
- Phone: Call us on +265 111 836 213 or +265 881 635 149
- Post address: P.O. Box 31180, Chichiri
We will acknowledge your complaint and strive to resolve it as quickly and effectively as possible.
Step 2: Escalate to the Reserve Bank of Malawi
If you are not satisfied with the outcome or handling of your complaint by SML, you may escalate the matter to the Reserve Bank of Malawi through the following:
- Toll-Free Number (TNM/Airtel): 549
- Email: complaints-handling@rbm.mw
We appreciate your feedback and are committed to using it to improve our services.