USER CARE

Biu Capital Limited is a Non-Bank Financial Institution that was established under the Banking and Financial Services Act. We were incorporated in Zambia as a company limited by shares in 2019, and licensed by the Bank of Zambia.
Biu Capital Ltd is a FinTech embracing Digital Finance to provide financial inclusion to persons both in public and private sectors at competitive rates as well as flexible repayment periods. Rural area outreach is our target.
Our digital platforms provide our esteemed customers with great convenience to transact from anywhere and at anytime. We are committed to helping uplift people's livelihoods through affordable loan products.

Complaints can be lodged with our customer care center by calling our customer care number:260766279623

You can inform us of your complaint by sending an email to customercare@biucapital.com

If you wish to lodge your complaint in person, you can visit our offices at
37K Lake Road
Kabulonga
Lusaka

Where a customer has tried the procedures above and remains unsatisfied, the customer can contact the Chief Executive Officer (CEO) at email: CEO_zamcash@biucapital.com and a response will be given to the customer within 7 days of escalation to the CEO.
Should all the procedures above remain unsatisfactory, the customer may contact the Bank of Zambia (BOZ) – Financial Conduct Division on the following address:
P.O. BOX 30080, Lusaka
P.O. BOX 71511, Ndola

1. Right to Transparent Information
2. Right to Fair Treatment
3. Right to Privacy over personal information provided during the loan application process
4. Right to Redress. Customers need to know how to submit their complaints to BIU and how these will be handled.
5. Right to Choose financial products and providers without coercion.
6. Right to Protection from Over-Indebtedness

1. To operate within the scope of the licence BIU Capital Limited has, as per the company's BOZ licences
2. Disclosure of Loan Terms
3. Fair Treatment of Customers
4. Display of Customer Rights
5. Internal Controls and Governance
6. Submission of Returns to regulators
7. Compliance with laws and regulations
8. Confidentiality and Data Protection of customer information obtained during the provisioning of loan services
9. Compliance with laws and regulations

Never share your ID, bank details, or passwords with unknown platforms. Our digital channels are secure—use only official links we provide.

Before accepting any offer, fully understand interest rates, repayment schedule, and conditions. Offers assistance in understanding.

Advises against succumbing to pressure from scammers to act fast. Encourages taking time, asking questions, and consulting if unclear.

Instructs to report any questionable loan offer or suspected fraud immediately.