1. Our commitment behind this procedure

We treat complaints as free quality control: every one tells us where the platform, the process or a person fell short. Lodging a complaint never affects your standing as a customer, and no member of staff is penalised for a complaint being resolved in your favour. We undertake to acknowledge, investigate and answer every complaint on its merits, in writing, within the timelines below.

2. The process, step by step

Step one, submission: send your complaint to [email protected] with "Complaint" in the subject line, or raise it with your personal manager, who must register it the same day. Step two, acknowledgement: you receive a reference number and the name of the person handling your case, within one working day. Step three, investigation: the handler gathers the facts from system records and speaks to anyone involved; this stage can include a call to you if something needs clarifying. Step four, response: you receive a written answer with the outcome and the reasoning behind it. Step five, closure or continuation: if you accept the outcome, the case closes; if not, it escalates as described in section 5.

3. What to include, and what not to send

Help us help you faster by including: your account email, the date and time of the events, the reference of any transaction involved, the names of staff you dealt with if relevant, and what outcome you consider fair. Plain description beats legal language; we read both. Do not include: full passwords or one-time codes under any circumstances, complete card numbers, or identity documents unless the handler specifically requests them for the investigation. A genuine investigation never needs your credentials.

4. Timelines

Acknowledgement with a reference number: within one working day. Substantive response: within five working days for standard complaints. Complex cases, such as disputed transactions involving external payment providers: up to fifteen working days, with a status update at least every five working days so you are never left wondering. These are our maximum commitments, not targets; most complaints close well inside them. Where Nigerian consumer-protection rules applicable to our activity set different mandatory periods for specific complaint types, the stricter obligation applies.

5. Escalation and external resolution

If you are not satisfied with the outcome, reply to the response within 30 days and the case passes to a senior reviewer who was not involved in the first decision, for a fresh look and a final internal answer. If the internal process is exhausted and you still consider the matter unresolved, you may refer it to the independent dispute-resolution and consumer-protection bodies competent for this type of service in Nigeria, or to the courts. We will provide you with the record of our handling of the case, including your reference number and the responses given, so that any external body can see exactly what happened; links are intentionally not attached here because the competent body depends on your specific situation, and our support desk will name the appropriate one for your case on request.

6. Our commitments to you

Transparency: you always know who is handling your case and where it stands. Confidentiality: complaint details are shared only with the people investigating them. Objectivity: no handler investigates their own conduct, and escalation goes to someone new. Communication: silence from us is a failure, which is why updates arrive at fixed intervals even when there is no news. Fairness: outcomes follow the records, and where we were wrong we say so plainly and put it right. Learning: recurring complaint themes change the platform, and that feedback loop is reviewed monthly.

7. Contact for complaints

Write to [email protected], marked for the attention of Client Support & Compliance, 22 Adetokunbo Ademola Street, Victoria Island, Lagos. Email is preferred because it creates a timestamped record that protects both sides, but a complaint raised by phone is registered in writing and sent to you for confirmation, so nothing depends on memory.

8. Examples of what we count as a complaint

• A withdrawal that passed its published timeline without a specific reason reaching you.
• Verification documents rejected without an explanation of what failed and how to fix it.
• An alert or report that showed wrong figures on your account.
• Any member of staff who pressured you toward a deposit or dismissed a question.
• A settings change on your account that the audit trail cannot explain to you.

If your issue is on this list, say so in the first line of your message; these categories route straight to the senior desk. If it is not on the list and it upset you, it still counts, because the definition at the top of this page, not any list, is what governs.