How to Dispute an Incorrect CRB Listing in Kenya (Step-by-Step)

Do You Have a Valid Dispute?

Before starting the process, confirm you have grounds for a dispute. Valid grounds include:

• The listing belongs to someone else (identity mix-up or fraud)
• The amount listed is incorrect
• The debt was already fully repaid but still shows as outstanding
• The listing date or lender name is wrong
• You were never notified by the lender before submission (required by Regulation 21)
• The listing has exceeded the 5-year retention limit and has not been removed

Step-by-Step Dispute Process

Step 1 — Get Your CRB Report

You cannot dispute what you cannot see. Obtain a current copy of your credit report from TransUnion Kenya, Metropol, or Creditinfo Kenya. Identify the specific entry (lender name, amount, date listed) you intend to dispute.

Step 2 — Contact the Submitting Lender First

CRBs do not own your loan data — the lender submitted it. Regulations require you to first approach the lender (bank, microfinance, digital lender) to request correction. Do this in writing (email or formal letter) and keep a copy.

• State your full name, ID number, account number, and the specific error
• Attach proof: payment receipts, bank statements, or loan agreement showing the correct figures
• Request a written response within 7 business days

Step 3 — File a Formal Dispute with the CRB

If the lender does not act within 7 days, or disputes your claim, escalate to the bureau directly:

• TransUnion Kenya: disputes@transunion.co.ke or visit their Nairobi office
• Metropol: info@metropol.co.ke or call +254 703 023 000
• Creditinfo Kenya: kenya@creditinfo.com

Your written dispute should include: your ID, the specific incorrect entry, your evidence, and what correction you are requesting.

Step 4 — Bureau Investigation Timeline

Under the CRB Regulations, once a bureau receives your dispute it must:

• Acknowledge receipt within 5 business days
• Investigate and contact the submitting lender for verification
• Resolve the dispute within 30 days
• Notify you in writing of the outcome

During the investigation, the disputed item is typically marked as "Under Dispute" — some lenders use this to continue evaluating your application.

Step 5 — Escalation to CBK

If the bureau does not resolve your dispute within 30 days, or you are unsatisfied with the outcome, escalate to the Central Bank of Kenya (CBK):

• Email: complaints@centralbank.go.ke
• CBK Hotline: 020 286 0000
• Written complaint: CBK, Haile Selassie Avenue, Nairobi

Include documentary evidence, your original dispute filing, and the bureau's response (or lack thereof).

Step 6 — Escalation to ODPC (Data Protection)

If your dispute involves unlawful data processing (e.g., no consent, no notification, or data retained beyond 5 years), you can also file a complaint with the Office of the Data Protection Commissioner (ODPC):

• Online: odpc.go.ke/complaints
• Email: info@odpc.go.ke

Dispute Timeline Summary

Sample Dispute Letter Template

Use this as a starting point when writing to a lender or CRB: