Complaints procedure
This page explains how to raise a complaint with Zing markbit and what you can expect once you have. We treat every complaint as a chance to correct a fault and to keep our procedures honest. The process below is binding on our side: the timelines, the acknowledgement rules and the escalation path described here are commitments, not aspirations.
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A personal manager will call you within 24 hours.
The process, step by step
Send the complaint
Write to [email protected] with the subject "complaint". One message, with the facts in order, is enough to open a file.
Acknowledgement
We confirm receipt and give you a reference number during the next business day. From this point the complaint is tracked, not handled ad hoc.
Investigation
A specialist who was not involved in the matter reviews the account history, the records of the events and any correspondence, then puts questions to the team concerned.
Outcome
You receive a written answer with the conclusion, the reasons for it and any correction we are applying to your account or to our procedures.
Escalation if needed
If you disagree with the outcome, the file can be escalated to the responsible lead for a second review, as described further down this page.
What to include, and what not to send
Help us help you quickly by including your full name, the e-mail address on the account, the dates of the events, the amounts involved in Kwacha if the complaint concerns money, and a short account of what happened and what you expected instead. Screenshots help where the complaint concerns something visible in the dashboard. Please never include your password, your 2FA codes or complete card numbers in a complaint message; no legitimate investigation needs them, and sending secrets only widens your exposure.
Timelines
Acknowledgement comes within one business day of receipt. Most complaints are answered in full within five business days. Where a matter needs longer, because records must be pulled from an exchange or several teams are involved, we write to you before the fifth business day with the reason for the extension and the date by which the answer will come; extensions are limited and a final answer follows in every case. Zambian requirements concerning complaint handling inform these periods, and our internal standard is set slightly tighter than the outside requirement.
Escalation and external dispute resolution
If the outcome does not satisfy you, reply to the decision message within fourteen days and the file moves to the responsible lead, who reviews the investigation with fresh eyes and answers within ten business days. Should the internal route conclude without an outcome you can accept, the framework applicable in Zambia provides bodies competent to look at financial services disputes, and you retain whatever rights the general law gives you. We do not attach links to external organisations on this page; your manager or support can name the currently competent avenue for your specific case, and nothing in our process removes your ability to pursue it.
Our commitments in every complaint
Transparency
We state what we found, including when the finding favours you and when it does not, and we explain the reasoning rather than quoting rules at you.
Confidentiality
Complaint files are seen only by the people handling them, and nothing you submit is used to disadvantage your account.
Objectivity
Investigations are separated from the teams criticised, and outcomes follow the records, not the volume of the voice.
Communication
You hear from us at each stage without chasing, and if a promised date moves, you learn it from us first. Delays are explained with reasons, not silence.
Contact for complaints
All complaints go to [email protected], handled by Client Support and Onboarding during Monday to Friday, 08:00 to 17:00 (CAT). If your matter is urgent because money is moving right now, call it in first through your personal manager, then confirm it in writing so the file has a record from the start.