How to acquire a new financial card?

Visit any financial institution regulated by Bank of Uganda and request Financial Card Enrolment. You will be required to provide the following:

– Proof of Identity specifying: Name, Date of Birth, Gender
– Residential Address
– Contact Information

To process your Financial Card, the financial institution officer will capture your fingerprints and take your photo. These details will be sent to Creditinfo which will issue a Financial Card to you through the financial institution at which you applied.

How to replace a lost Financial Card?

Go to the financial institution that originally issued you with your Financial Card or any other institution where you hold an account and request a replacement Financial Card. The financial institution will require:

– A police letter reporting loss or theft of the card
– Proof of Identity specifying: Name, Date of Birth, Gender

Additionally, you can contact Creditinfo CRB Ltd on: +256 (0) 200 518 700 or +256 (0) 200 518 500 for help.

How to get a credit report?

You have the right to access your credit report from Creditinfo. You can obtain your credit report free of charge twice every 12-months. If you require additional reports during that period, you can email us at ug.creditreports@creditinfo.com or call us on +256 (0) 200 518 600 and we will provide you with your credit report at a small fee. You will be required to submit the following information for us to process your request.

– Proof of Identity
– Name
– Surname
– Date of Birth
– Contact information (e-mail address, telephone number)
– Financial Card Number, or any of the following officially recognised documents: National Identity Card, Passport, Drivers Licence, NSSF Card or Voters Card.

How to log a dispute?

If you feel that the information on your credit report is incorrect, you can contact Creditinfo’s Information Integrity (Disputes) Department to request that your information is reviewed and corrected. Creditinfo’s Information Integrity (Disputes) staff have the knowledge and skills to assist you in resolving queries on your credit report. You can email the team at ug.disputes@creditinfo.com or call on +256 (0) 200 518 600.

You will be required to submit the following information for your request to be processed.

– Proof of Identity
– Name
– Surname
– Date of Birth
– Contact information (e-mail address, telephone number)
– Financial Card Number, or any of the following officially recognised documents: National Identity Card, Passport, Drivers Licence, NSSF Card or Voters Card.
– Detailed reason(s) for logging the dispute (Dispute Forms for Individual Borrowers and Non-Individual Borrowers attached).

We may require additional information for your request to be processed accurately.
According to the Guidelines to Participating Institutions on Credit Data Standardisation and the Implementation of Credit Reference Services issued by Bank of Uganda, complaints by borrowers are to be addressed immediately and in any case not later than 20 business days for full complaint resolution. If your information is updated on your credit report after investigation with the responsible financial institution(s) because of your dispute; we will provide you with a copy of your updated credit report.

If your information is not updated on your credit report after investigation with the responsible financial institution(s) because of your dispute; we will provide detailed feedback as to the reasons why we could not process your request. If you are not in agreement with the outcome of the investigation you can contact the financial institutions directly for further assistance.