Complaints & Dispute Resolution

How to complain

• In-app support from any dashboard screen — the fastest route, since your transaction context is attached automatically.
• Email to the support address shown in your dashboard, quoting the transaction reference.
• WhatsApp, using the number registered on your account.

Our timelines

• Acknowledgement with a complaint reference: within 24 hours.
• Resolution of payment complaints: within 3 working days where the provider responds promptly.
• Complex cases involving third-party banks or card schemes: up to 14 working days, with progress updates every 72 hours.

Escalation

If you are not satisfied with the outcome, reply to the closure notice and the case is escalated to a senior reviewer who was not involved in the original decision. You will receive a final written response.

Regulatory referral

Where a final response does not resolve the matter, you may refer the complaint to the Consumer Protection Department of the Central Bank of Nigeria or to the relevant licensed partner institution named in your transaction receipt.

Records

Complaint files, decision reasoning and related audit-log entries are retained for a minimum of five years in line with Nigerian financial record-keeping requirements.