General Questions
Customers can operate accounts in Kenya Shillings (KES), US Dollars (USD), Euros (EUR), and British Pounds (GBP), allowing seamless domestic and cross-border financial activities.
Valid ID, KRA PIN, and supporting documents depending on account type.
Requirements vary by account type, but individuals typically need a National ID/Passport, KRA PIN, and passport-sized photo. Businesses, SACCOs, and Chama’s may require constitutions, resolutions, and registration documents.
DIGITAL BANKING & MOBILE SERVICES
Through the Rafiki Mkononi App or USSD *366#.Mobile banking can be accessed through the Rafiki Mkononi App or by dialing USSD *366#, allowing customers to transact securely and conveniently without needing to visit a branch.
Yes, loan requests are available on mobile platforms.Yes. Customers can request loans via the Rafiki Mkononi App and the Rafiki Salo App (for salaried customers), making access to credit faster and more convenient.
Balance checks, transfer funds, make payments, and pay utility bills.LOANS & CREDIT
Personal, business, MSME, trade finance, Chama, SACCO, and asset loans.Rafiki offers a variety of loan products including personal loans, MSME working capital loans, LPO financing, invoice discounting, Chama and SACCO member loans, housing and real estate financing, and asset financing for individuals and businesses.
Qualification depends on loan type and documentation.Eligibility varies by loan product, but generally requires a valid ID, proof of income or business activity, supporting financial documents such as bank statements, and other requirements listed under each loan category.
Via branch, relationship officer, or mobile channels.Customers can apply at any Rafiki branch, through assigned relationship officers, or via mobile channels where applicable (Rafiki Mkononi App or Rafiki Salo App).
CHAMA & SACCO BANKING
Constitutions, resolutions, and member identification.Chama’s and SACCOs typically require a constitution or by-laws, member resolutions, list of officials, identification documents, and KRA PINs where applicable. Additional documents may apply depending on structure and registration.
INTERNATIONAL & LOCAL TRANSFERS
Yes, through global remittance partners.Yes. Rafiki supports international money transfers through Western Union, MoneyGram, RIA, and Rapid Transfer, allowing customers to send and receive funds securely from around the world.
Delivery times vary but are generally fast.Processing times depend on destination and partner network, but most transactions are completed promptly once processed, ensuring efficient cross-border money movement.
BRANCHES & CUSTOMER SUPPORT
We have 19 branches across multiple counties in Kenya.Rafiki operates branches across several Kenyan counties. Customers can view the full branch locator on our website for addresses, contacts, and operating hours. rafikibank.co.ke
Via branch, Call, WhatsApp, email, or web form.Customers can contact Rafiki through branch visits, telephone support, official email addresses, or the website contact form. All channels are monitored to ensure timely assistance.
Send an email to info@rafiki.co.ke, write to us via WhatsApp on 0724627768 or call 0711073000.Rafiki maintains a structured feedback and complaints process via branch offices, support lines, and digital channels. All submissions are handled professionally and within regulated timelines to ensure resolution.
ACCOUNT MAINTENANCE & POLICIES
It can be reactivated upon verification.Dormant accounts may require reactivation per regulatory guidelines. Customers can reactivate by providing supporting documents and initiating a qualifying transaction.
Yes. Rafiki is regulated by the Central Bank of Kenya.Yes. Rafiki Microfinance Bank is licensed and regulated by the Central Bank of Kenya to ensure compliance with banking regulations, consumer protection frameworks, and responsible financial management.
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