Complaint Procedure Policy
How Finzla receives, handles, and resolves complaints, and what to do if you're not satisfied with our response.
Regulatory basis: Nigeria Data Protection Act 2023; NDP Act – GAID 2025; Federal Competition and Consumer Protection Act 2018
Raising a complaint never affects your access to Finzla or how we treat your account. You don't need a special form or particular wording; just tell us what's gone wrong, in your own words, through whichever channel is easiest for you.
1. About this policy
This policy explains how Finzla Technologies Nigeria Limited (“Finzla”, “we”, “us”) handles complaints from users of our website, platform, and services, and how to take a complaint further if you're not happy with our response. It applies alongside our Privacy Policy and our Right to Erasure and Account Deletion Policy, which covers data-specific requests in more detail.
2. What counts as a complaint
A complaint is any expression of dissatisfaction with Finzla, however you choose to phrase it. This might cover:
- A technical problem, bug, or something on the platform that hasn't worked as expected.
- An issue with your account, access, or a support interaction.
- A concern about information we hold about you, or how we've used it.
- A concern about a referral to, or interaction with, a partner.
- Something about your employer-sponsored access.
- Unwanted marketing communications.
- The conduct of a Finzla staff member.
- Anything else that hasn't gone the way you'd reasonably expect.
3. How to raise a complaint
You can raise a complaint through the support option in the Finzla app or web platform, by email at support@finzla.com, or through any other contact channel we publish from time to time.
It helps if you can tell us what happened, roughly when, and any reference number you have — but none of this is required to open a complaint. If you'd rather not put something in writing, you can ask us to note it down on your behalf.
4. What happens after you complain
We'll acknowledge your complaint within 3 business days. Most complaints are resolved within 10 business days of that acknowledgement. Where a complaint is more complex, for example, it involves a third-party partner or needs a fuller investigation, it may take longer, up to 30 calendar days; if that happens, we'll let you know why and keep you updated on progress rather than leaving you waiting without word.
We may ask clarifying questions along the way, but we'll only ever ask for information that's genuinely needed to look into what you've raised.
5. If you're not satisfied with our response
You can ask for your complaint to be reviewed again. Complaints about privacy or data handling are escalated to our DPO/Privacy Lead; other complaints are escalated to a senior member of the support team who wasn't involved in the original response. Ask for this by replying to our response and letting us know you'd like it looked at again.
6. Taking it further, outside Finzla
If you've been through our process and are still not satisfied, or you'd simply rather raise it externally from the start, you have the right to:
- Lodge a complaint with the Nigeria Data Protection Commission (NDPC), for anything relating to your personal data or privacy rights.
- Lodge a complaint with the Federal Competition and Consumer Protection Commission (FCCPC), for general consumer complaints about Finzla's own service, at complaints.fccpc.gov.ng.
- Contact the relevant partner and their regulator directly, where your complaint concerns a specific product or service provided by a licensed partner rather than by Finzla itself.
7. Extra care where it's needed
If you're in a vulnerable situation, have low literacy, or would simply find it easier to communicate a different way, by phone instead of in writing, in simpler language, or with someone else's help, let us know and we'll adapt how we handle your complaint accordingly.
8. How we use complaint records
We keep a record of complaints and how they were resolved, so we can identify recurring issues and improve the service. This is handled in line with our Privacy Policy, and kept only for as long as necessary for that purpose.
9. Changes to this policy
We may update this policy from time to time. Where a change is material, we'll take reasonable steps to let you know.
10. Contact
To raise a complaint, contact support@finzla.com. For complaints specifically about privacy or data handling, you can also reach us at privacy@finzla.com.
Need help? Contact Finzla through the support details on our website.