Our promise to you
Four commitments, and the practical mechanisms that make each one real. If we fall short of any of them, we want to hear about it.
Pillar one
Unvarnished Transparency
No hidden costs
We speak in plain, straightforward language. Every fee, every interest calculation and every repayment term is disclosed to you upfront — with zero hidden charges and no surprise deductions.
Pillar two
Preservation of Dignity
Partners, not dependents
We honour the hustle and ambition of every entrepreneur, farmer and market trader. Borrowing from Washi is a business partnership between equals, conducted with mutual respect.
Pillar three
Steadfast Reliability
Stability in every season
Like an anchor, Washi stands firm beside our clients through prosperous times and economic storms alike. We offer predictable, dependable solutions you can count on.
Pillar four
Shared Prosperity
Growth beyond credit
We measure our success only by the real progress created in the households and businesses we serve. That is why guidance always travels alongside the capital.
Transparency in practice
The one-page Key Facts Statement
A promise of transparency is worth nothing without a document behind it. Ours is a single page, and you receive it before you sign anything.
It is written in plain language, it fits on one side of paper, and your loan officer reads it through with you. It sets out:
Women in micro-enterprise
Market traders, retailers, food vendors and service providers running established businesses that earn a daily livelihood.
Your repayment schedule
How much, how often, starting when, and finishing when.
Every fee that applies
Each charge named and quantified. If it is not on this page, you do not pay it.
All terms and conditions
In language you can read without a lawyer.
You are entitled to take it away and think about it. There is no obligation to proceed, and no Washi officer may pressure you to sign on the spot.
Dignity in practice
What we will never do
Our staff are bound by a written code of conduct. These are not aspirations — they are prohibitions, and breaching them is a disciplinary matter.
We will never harass you
Aggressive, humiliating or harassing collection practices are forbidden to every Washi employee, in every circumstance, without exception.
We will never hide a charge
No surprise deductions, no fine-print penalties, no fee that was not named and explained to you before you signed.
We will never over-lend to you
Your loan is sized to your business cash flow and your repayment capacity — not to the largest figure you could be persuaded to accept.
We will never treat you as a dependent
You are a commercial partner. Borrowing from Washi is a business relationship between equals, and it is conducted that way.
We will never take a payment in private
Instalments are collected at the group meeting, recorded in the register and written into your passbook in front of you. Never at your door, never off the books.
We will never ask you for a personal favour
No Washi officer may request money, gifts or services from a client in exchange for a loan, a larger loan, or leniency.
When repayment gets hard
Difficulty is not a crime
Businesses have bad seasons. Illness happens. Markets turn. What matters is what your lender does next.
If you fall behind, your loan officer’s first step is to sit down with you and your group leaders and understand what has happened. From there we look for a workable path — because a client who recovers is worth immeasurably more to us than one who is driven under.
Throughout, the rule that governs our staff does not change: your dignity is not negotiable. If anyone from Washi treats you otherwise, that is a disciplinary matter and we want to know.
If you are struggling, the worst thing you can do is stay silent. Speak to your loan officer or your branch manager early.
Protection
A debt your family will not inherit
Washi carries provisions for death benefits for its members. If a client passes away, her outstanding loan balance at the date of death is written off in full following verification by the responsible authority.
Any overpayment she had made is returned to the nominee she named. Her family is asked to notify her loan officer or branch manager, who will handle the verification with care and discretion.
Ask your branch for the current terms of loan protection as they apply to your product.
Your money, your record
The passbook in your hand
Every client holds her own passbook. Every instalment you pay is entered and signed by your loan officer, in front of you, at the meeting.
Always check the entry before you leave. Your passbook is your independent record — it does not live only on our system, and it is one of the simplest protections against error or misconduct that exists.
If an entry looks wrong, raise it immediately with your loan officer or branch manager.
Accountability
How to raise a concern
A promise you cannot enforce is not a promise. There are three routes, and you may use whichever you are most comfortable with.
Route 01
Your branch manager
For most issues this is fastest. Ask to speak to the branch manager directly — you do not need to go through your loan officer to do so.
Route 02
The head office
Any client may write or call head office directly, including with a complaint about a supervisor or manager.
complaints@washimicrofinance.com
[+256 XXX XXX XXX]
Route 03
The independent grievance officer
Washi appoints an independent grievance officer who sits outside the normal management line and reports directly to senior leadership. Clients and staff may both approach her.
[grievance officer contact route]
You will not be penalised for complaining
Raising a concern — about a fee, a member of staff, a decision or a collection practice — will never affect your standing as a Washi client or your eligibility for future lending. If anyone suggests otherwise, report it using Route 02 or Route 03 above.
Hold us to it
If any part of this page does not match your experience of Washi, tell us. That gap is the most useful information we can receive.