FINCA is a member of the SMART Campaign, an initiative of The Center for Financial Inclusion at Accion that unites microfinance leaders around a common goal: to keep clients as the driving force of the industry. The SMART Campaign’s Client Protection Principles are intended to protect clients, businesses and the industry as a whole. FINCA Kosovo adheres to each of the Client Protection Principles:

  • Appropriate product design and delivery;

  • Prevention of client over-indebtedness;

  • Transparency;

  • Responsible pricing;

  • Fair and respectful treatment of clients;

  • Customer Privacy Data;

  • Mechanisms for complaint resolution.

FINCA Kosovo actively supports transparency in the microfinance industry and adheres to the Universal Standards of the Task Force on Social Performance, which measures social performance.

Here are two additional ways through which FINCA protects its customers:


FINCA Kosovo clients must undergo financial literacy training before receiving credit. Throughout the training, clients learn about the loan, how to manage cash flow, how to effectively save and how to assess whether they have the capacity to expand their businesses.


FINCA Kosovo undertakes rigorous research in order to better understand its clients and assess how microfinance affects their lives and livelihoods. Research helps to assess how we are reaching out to low-income entrepreneurs and how our products and services meet their needs. In addition, research helps us adapt our practices to constantly-evolving market conditions and client needs.

We strive to meet the needs of our clients. We recognize that every customer has unique needs and we make every effort to meet them.

Comments or complaints can be submitted via the following channels: phone: 038 600 722; e-mail:; post or in-person visit at the following address: FINCA Kosovo, Complaint Handling Manager, Robert Doll Str, No. 112, 10000, Pristina; or by filling out this form.

Click here for detailed information about how your complaint will be handled:

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For general enquiries, contact us at

Letters, phone calls and emails are treated with care and confidentiality by the FINCA team.