Client’s Complaint Resolution Mechanism
We are committed to ensuring a fair and respectful environment for everyone. Should you encounter any instances of mistreatment, unfair practices, impropriety, or abuse by our staff, we encourage you to submit a complaint immediately via our designated channels.

We strive to resolve all complaints promptly, typically within 2 business days. Please note that more intricate or escalated complaints may require up to 30 days for a comprehensive resolution, depending on their nature. We will ensure you receive regular updates on the progress of your complaint.

If the initial resolution does not meet your satisfaction, you may further address your concerns with the Association of Banks in Cambodia and the Cambodia Microfinance Association at 015 365 222.

​​​​​​​Important Notice: Complaint Handling Prakas
First Finance Plc wishes to inform all customers of First Finance’s commitment to adhere to the following guidelines introduced by the National Bank of Cambodia (Prakas No. ធ7.017.299 ប្រ.ក).

• • Complaint should be submitted within 60 calendar days from the date the issue is identified.
  • Verbal Complaints should be resolved in 2 working days. A Written Complaint is required if the Verbal Complaint is not resolved in 2 working days.
  • The complaint result will be notified to the customer via a Result Letter within 30 calendar days from the complaint acceptance date.
  • The customer and/or microfinance may further pursue the Written Complaint, by including a copy of the original Written Complaint and Result Letter, to the National Bank of Cambodia within 30 calendar days from the result notification date if he/she is not satisfied with the result.