How to Dispute a CRB Listing in Kenya (Complete Guide)

Updated April 2026 • 7 min read

If you find a negative listing on your CRB report that you believe is incorrect, outdated, or fraudulent, you have a legal right to dispute it. Kenyan CRB regulations require bureaus to investigate consumer disputes within 30 days. This guide walks you through the entire process.

When Should You File a Dispute?

File a CRB dispute when your credit report shows any of the following:

  • A loan you never took out (identity fraud)
  • A debt that is still showing as "Default" after you have already repaid it and obtained a clearance letter
  • An incorrect outstanding balance (e.g., higher than what you actually owe)
  • A listing from a lender you have never dealt with
  • Duplicate listings for the same debt
  • A listing that should have been removed (older than the legal retention period)

Do not file a dispute if the listing is accurate and you genuinely owe the debt — this will be rejected and delays real solutions. Instead, repay the debt (see: How to Clear CRB in Kenya).

Step 1: Get Your CRB Report

First, confirm exactly what the disputed listing shows. Get your report at crbcheck.co.ke (KES 300, instant). Note:

  • The lender name and account number
  • The amount shown
  • The date of default
  • Which bureau holds the listing (TransUnion Kenya, Metropol CRB, or CreditInfo Kenya)

Step 2: Contact the Lender First

Before going to the bureau, contact the lender directly. Many disputes can be resolved faster at the lender level:

  1. State your full name, ID number, and the account in question.
  2. Explain clearly why you believe the listing is incorrect.
  3. Request that the lender investigate and, if confirmed incorrect, submit a correction notice to the CRB.

Give the lender 7–14 days to respond. Document all communications (save emails, keep call records). If they resolve it, check your CRB report to confirm the update.

Step 3: File a Formal Dispute with the CRB

If the lender does not respond or does not resolve the issue, file a dispute directly with the relevant bureau:

TransUnion Kenya Dispute

  1. Visit transunionkenya.com and log in to your consumer account.
  2. Navigate to "File a Dispute" under consumer services.
  3. Select the listing you want to dispute and provide the reason.
  4. Upload supporting documents.
  5. Submit and note your dispute reference number.

Metropol CRB Dispute

  1. Visit metropol.co.ke and log in.
  2. Select "Consumer Dispute" and fill in the form.
  3. Attach your supporting documents and submit.

CreditInfo Kenya Dispute

  1. Visit creditinfo.co.ke and access consumer services.
  2. Fill in the dispute form and submit with supporting evidence.

What Documents to Attach to Your Dispute

  • Copy of your national ID (both sides)
  • Written explanation: why the listing is incorrect, in clear detail
  • Proof of repayment (if you already paid): M-Pesa confirmation, bank receipt, lender clearance letter
  • Police abstract (if the listing is fraudulent and someone took a loan using your identity)
  • Any correspondence with the lender showing the dispute was raised

What Happens After You File a Dispute?

  1. The bureau acknowledges receipt of your dispute (usually within 2–5 business days).
  2. The bureau contacts the lender that submitted the listing and requests verification.
  3. The lender has up to 30 days to respond with evidence supporting or retracting the listing.
  4. If the lender confirms the listing is correct: your dispute is rejected and the listing stays.
  5. If the lender cannot verify, confirms it is incorrect, or fails to respond within the deadline: the bureau removes or corrects the listing.
  6. The bureau notifies you of the outcome.

Timeline

By law, the bureau must resolve your dispute within 30 business days. In practice, straightforward disputes (e.g., already-repaid debts with clear evidence) are often resolved within 10–15 business days.

Escalating a Rejected Dispute

If you believe your dispute was wrongly rejected:

  1. Request the bureau's written reasoning for the rejection.
  2. Escalate via the Kenya Bankers Association (KBA) mediation channel.
  3. File a complaint with the Central Bank of Kenya (CBK), which regulates credit reference bureaus. The CBK has a consumer protection complaints process.
  4. As a last resort, seek a legal remedy through the courts — though this is rarely necessary for CRB disputes.
First: know exactly what your report says — get yours before filing any dispute. Get My CRB Report

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