LODGE A DISPUTE
MFLC has established a Customer Relationship Management and Dispute Resolution mechanism for receiving, recording, responding to, resolving, monitoring, and reporting customer disputes relating to MFLC products, services, facilities, transactions, and operations.
MFLC is committed to addressing disputes within a reasonable timeframe and ensuring customers receive fair, just, transparent, and timely responses.
TYPES OF DISPUTES
Disputes may relate to:
Financing facilities
Repayments
Balances
Settlements
Transactions
Facility rejections
Application process delays
Credit Information Report (CIR/CIB) matters
Service delivery concerns
Product or process-related issues
Contractual or operational matters
HOW TO LODGE A DISPUTE
Disputes may be submitted:
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Through the MFLC website
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By email
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By telephone
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Through social media channels
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By letter
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In person at MFLC branches/offices
No charges or fees shall be levied for handling disputes.
DISPUTE RESOLUTION PROCESS
Step 1 – Submission & Registration
Disputes are received and logged into the MFLC Customer Relationship Management Tracker.
Step 2 – Acknowledgement
MFLC will acknowledge receipt of the dispute within 2 business days and provide:
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Dispute reference number
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Contact details of the responsible department/staff
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Estimated timeframe for resolution
Step 3 – Assessment & Classification
Disputes will be categorized and assessed based on complexity, risk, and nature of the dispute.
Step 4 – Investigation & Resolution
MFLC may:
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Review relevant records and documentation
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Request additional information
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Conduct investigations
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Engage relevant departments
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Explore appropriate remedies and corrective actions
Step 5 – Response to Customer
Customers will receive a written response including:
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Outcome of the review/investigation
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Reasons for decisions made
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Proposed resolution or corrective action
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Further review options where applicable
Step 6 – Monitoring & Reporting
Disputes are monitored, tracked, and reported internally for oversight, regulatory compliance, and continuous improvement purposes.
Contact Us
Disputes or related queries may also be submitted through the following channels:
Email: complaints@mflc.mv
Telephone: 331 5605 / 3315606