Complaints Policy

Please tell us your name, phone number, your employer, your loan reference (if you have one), what happened and what you would like us to do.

Fraud or a loan you did not take? Tap "This wasn't me" in the app first. We freeze the account at once, then treat it as an urgent complaint.

1. Within 24 hours: we acknowledge your complaint and give you a reference number.
2. Within 10 working days: we investigate, speak to your employer if needed, and send you our answer in writing.
3. Complex cases: if we need more time, we tell you why and give a new date, no later than 30 days from your complaint.
4. Putting it right: if we got it wrong, we fix it, refund any wrong charges, and correct your credit bureau records where needed.

1. Inside Promise: ask for your complaint to be reviewed by our Head of Customer Experience at [escalation email]. We reply within 5 working days.
2. Regulators: if you are still not satisfied, or we have not replied within 30 days, you can contact:

• the Central Bank of Nigeria Consumer Protection Department, about the loan with [Partner Microfinance Bank name];
• the Federal Competition and Consumer Protection Commission (FCCPC), about our conduct as a digital lender;
• the Nigeria Data Protection Commission (NDPC), about how we handle your personal data.

If your employer deducted an instalment but Promise has not recorded it, tell us. We will check with your employer, and you will not be charged late fees while we investigate.

We record every complaint, review trends every month, and report the number of complaints and how fast we resolve them to our regulators as required.