Submit
Email support@stelo.co.ke with a concise complaint and supporting references.
Complaints
A complaint should be trackable, specific and reviewable.
Use this process for a service, credit, payment, privacy or account issue that needs investigation and a documented resolution rather than ordinary troubleshooting.
Acknowledge
Stelo should acknowledge the complaint and identify any additional account or transaction context required to investigate it.
Investigate
The relevant account, credit, M-Pesa, security, support or privacy records are reviewed against the product state and applicable terms.
Respond
You receive an outcome or explanation, plus any next step that is available for the issue.
What to include
Make the issue easy to reconstruct.
The strongest complaint gives enough factual context to reproduce the account or payment state without exposing account secrets.
AccountRegistered phone/email and your name.
ReferenceLoan, request, M-Pesa or support reference if available.
TimelineDate, approximate time and sequence of events.
ResolutionWhat outcome or correction you are requesting.
Escalation
Read TermsIf the issue remains unresolved, use the channel named in your agreement or applicable law.
A transaction-specific credit agreement can identify a lender, dispute process or external escalation route. Privacy complaints can also have separate statutory channels. Stelo support can provide the relevant account context for your case.