FINCA Jordan has long set the standard for customer protection in the microfinance industry. We support a set of principles aimed at ensuring that microfinance institutions practice good ethics and smart business. These ethical standards call for:

Customer-friendly product design
Prevention of over-indebtedness
Transparency
Responsible banking
Professionalism in dealing with customers
Privacy of customer data

FINCA’s pioneering steps towards putting our clients’ needs first are among our priorities in terms of including the Client Protection Principles within FINCA’s global and subsidiary policies in the general policy manual; which was supported by all branches affiliated with FINCA International and completed the self-assessment of each FINCA branch based on adherence to these principles. We also participate and support microfinance transparency by dealing with the client with absolute transparency in pricing and setting global standards for the strength of social performance, which measures the extent of our employees’ commitment to professional performance and commitment to FINCA Jordan’s mission.

Customer Research
In addition to conducting extensive research to better understand our clients and how microfinance can benefit their lives and livelihoods, FINCA Jordan conducts extensive research on a regular basis to ensure that we can reach the lowest-income entrepreneurs, and in turn, we have provided our financial products of loans to meet their needs.

Learn more about consumer protection instructions

These instructions “Instructions for the Protection of Financial Consumers for the Microfinance Sector” are issued based on the provisions of Paragraph (b/13) of Article (4) of the Central Bank of Jordan Law No. (23) of 1971 and its amendments and the provisions of Article (26) of the Microfinance Companies Regulation No. (5) of 2015.

Client Consumer Protection

Guided by our commitment to prioritize customer interests, FINCA Jordan adheres to the principles of client protection in microfinance. We value building long-term, strong relationships based on warmth, trust, and responsibility.

We uphold each Client Protection Principle by offering suitable products, preventing over-indebtedness, ensuring transparent terms and pricing, safeguarding customer privacy data, and maintaining effective mechanisms to respond to customer feedback professionally.

We encourage all stakeholders, including employees, shareholders, clients, contractors, vendors, and regulators, to report any actual, potential, or suspected instances of misconduct.

Your complaints can be submitted via the following channels:

Branches: complaints boxes located in our branches
Call Center (free line): 080022057 or 06 5371553
O.Box: 1559 Amman 11821 Jordan
Fax: 06 5373072
E-mail: [email protected]

You can also visit us at our head office in Khalda during normal working hours (Sun – Thu 8:30 AM – 4:30 PM).

We will make sure that you will get an answer to your complaint within 10 working day after we receive your complaint.

In case you are not satisfied with our answer you have the right to submit your complaint to the judiciary or to the Central Bank at the following contact details:

O. Box 37 Amman – 11118 – Jordan
Tel: 06 4630301 Fax: 06 4638889
Email: [email protected]