1. How to complain
Call 0700 227 2000, Monday to Saturday, 08:00 to 20:00.
WhatsApp 0803 900 4417.
Email [email protected].
Walk into 9 Kudirat Abiola Way, Oregun, Ikeja and ask for the duty manager.
In the app, on the Help screen, choose Talk to a person. You can speak Pidgin, Yorùbá, Hausa or Igbo on the phone.
2. What to tell us
Your name and your reference number, if you have it. If you do not have it, your phone number is enough.
What happened, in your own words. You do not need to use our language for it.
Anything that proves it — a screenshot, a bank message, a receipt. Not required, but it makes it faster.
3. What we do, and when
Within 2 working days: we acknowledge it, in writing, with a reference number.
Within 14 days: we give you an answer. If it will take longer we tell you why, and when.
If your complaint is about a payment, collection on that account stops while we look, no late fee is added, and the count of days late is paused.
If we got it wrong we say so plainly and put it right. We do not offer a goodwill payment in place of fixing the problem.
4. If you are not satisfied
Ask for it to be passed to an Operations Manager. That is a different person from whoever answered first.
If you are still not satisfied, you can take it further, and we will give you the contact details rather than make you find them:
About how we handled your data — the Nigeria Data Protection Commission.
About unfair treatment as a consumer — the Federal Competition and Consumer Protection Commission.
You do not have to come to us first. We would rather you did, so we can fix it.
5. What we publish
Every quarter we publish how many complaints we received, how many we upheld, and how long we took. A company that hides those numbers is telling you something.