Complaints & Dispute Resolution Policy
Your satisfaction matters to us. This policy explains how to raise a complaint with NillarPay, what to expect, and how to escalate if needed.
Table of Contents
1. Our Commitment to You
Nillar Technology Limited is committed to providing a fair, transparent, and efficient complaints handling process for all NillarPay users. We take every complaint seriously and work to resolve issues promptly and fairly.
Our complaints handling process complies with the Central Bank of Nigeria (CBN) Consumer Protection Framework, the Federal Competition and Consumer Protection Commission (FCCPC) Act, and best practices in Nigerian fintech.
2. Complaint Submission Channels
You can submit a complaint to NillarPay through any of the following channels:
In-App Support
NillarPay app → Help & Support
Fastest for transaction disputes
Website
pay.nillar.com/contact
Online complaint form
Physical Address
Kano, Nigeria, Lagos
Written complaints by post
2.1 Information to Include in Your Complaint
To help us resolve your complaint quickly, please include:
- Your full name and registered phone number.
- A clear description of the issue or complaint.
- The date and time the issue occurred.
- Transaction reference numbers, if applicable.
- The amount involved, if applicable.
- Any supporting documents or screenshots.
- Your preferred resolution.
3. Resolution Timelines
We are committed to resolving your complaint within the following timeframes:
| Complaint Type | Acknowledgment | Resolution Target |
|---|---|---|
| General enquiry | Immediate (automated) | 24 hours |
| Failed transaction reversal | Immediate | 24–72 hours |
| Account access issues | Within 1 hour | 24–48 hours |
| Disputed transaction | Within 24 hours | 5–10 working days |
| KYC / verification issue | Within 24 hours | 3–5 working days |
| Fraud complaint | Within 1 hour | 3–7 working days |
| Complex disputes | Within 24 hours | Up to 30 working days |
All timelines are in working days (Monday–Friday, excluding Nigerian public holidays) unless otherwise stated. Complex disputes may require additional time, and we will keep you informed of progress.
4. Internal Escalation Procedure
If you are not satisfied with the initial response to your complaint, you may escalate through the following stages:
Stage 1 — Customer Support Team
Contact our frontline support via email (support@nillar.com), in-app chat, or our website contact form. Expected response: within 24 hours.
Stage 2 — Complaints Resolution Team
If unresolved within 5 working days, request escalation to our Complaints Resolution Team by emailing complaints@nillar.com with your original complaint reference number. Expected response: within 10 working days.
Stage 3 — Senior Management Review
If your complaint remains unresolved after Stage 2, you may request a Senior Management review. Write to escalations@nillar.com with all prior correspondence. Expected response: within 15 working days.
5. Regulatory Escalation Options
If you are not satisfied with NillarPay's final response, you have the right to escalate your complaint to the following Nigerian regulatory bodies at no cost to you:
Central Bank of Nigeria (CBN) — Consumer Protection Department
Email: consumerprotection@cbn.gov.ng
Phone: 0800-225-5226 (toll-free)
Web: cbn.gov.ng
For financial services complaints, failed reversals, and disputes with CBN-regulated services.
Federal Competition and Consumer Protection Commission (FCCPC)
Email: info@fccpc.gov.ng
Web: fccpc.gov.ng
For consumer rights violations and unfair business practices.
Nigeria Data Protection Commission (NDPC)
Email: info@ndpc.gov.ng
Web: ndpc.gov.ng
For data protection and privacy complaints under the NDPA 2023.
6. Transaction Dispute Process
6.1 Raising a Transaction Dispute
If you notice an unauthorised, incorrect, or failed transaction on your account:
- Report it within 7 days of the transaction date for the fastest resolution.
- Use the in-app 'Report Transaction' feature on the transaction detail screen, OR
- Email support@nillar.com with the transaction reference, amount, date, and description of the issue.
6.2 Dispute Investigation
We will investigate your dispute by reviewing transaction logs, communicating with our banking partners, and conducting internal audits. We may request supporting evidence from you during the investigation.
6.3 Failed Transaction Reversals
For transactions that failed after your account was debited, we target reversal within 24–72 hours. If the reversal is delayed beyond 3 working days, please escalate to our Complaints Resolution Team.
7. Arbitration
For disputes that cannot be resolved through our internal complaints process or regulatory escalation, either party may refer the matter to arbitration under the Arbitration and Conciliation Act (as amended) of Nigeria.
- Arbitration shall be conducted by a mutually agreed arbitrator or, failing agreement, under the rules of the Lagos Court of Arbitration (LCA).
- The seat of arbitration shall be Lagos, Nigeria.
- The arbitration shall be conducted in the English language.
- The arbitrator's decision shall be final and binding on both parties.
- Nothing in this clause prevents either party from seeking urgent interim relief from a court of competent jurisdiction.
Before initiating arbitration, both parties agree to exhaust all internal escalation procedures described in Section 4 of this Policy.