01
How to raise a complaint
Use whichever route is easiest for you. All four reach the same log.
- Call the hotline on 07020479821 and speak in Yoruba, Hausa, Igbo or English.
- Dial *347*319# and choose the support option to leave a complaint against a transaction.
- Tell any field agent or aggregator, who must log it on your behalf and give you the reference.
- Write to info@promisepointgtnl.com, or come to the office at KM 3, Itapaji-Iyemero Road, Ikole.
02
What helps us resolve it faster
Give us the phone number you registered with, the date of the transaction, the payment or receipt reference if you have it, and what you expected to happen. If a person is involved, tell us who. If the complaint is about a product, give us the batch number on the bag.
03
What happens next
Every complaint is logged with a reference and an owner.
- Same day — the complaint is logged and you are given a reference number.
- Within 2 working days — we acknowledge it and tell you who is handling it.
- Within 5 working days — we give you an outcome, or explain what is still being checked and when we will come back.
- Within 15 working days — the matter is closed, including any payment correction due to you.
04
Payment and account complaints
Where the complaint concerns an account, a transfer or a failed transaction, the licensed financial partner that provides the account is involved. We raise it with them, track it, and stay your point of contact so you do not have to chase two organisations. If the partner cannot resolve it, you may escalate to the Central Bank of Nigeria consumer protection channel, and we will give you the details and the case file you need.
05
Product and food safety complaints
Product complaints are traced to the batch and the production run, and the finding is recorded against that batch under our food safety system. Where a product is found to be out of specification, we replace or refund it and record the corrective action taken at the facility.
06
Conduct of agents and staff
No member of our staff or any agent may ask for your PIN, deduct an unagreed fee, or ask for a payment to register you. Registration is free. Report any such request immediately — it is treated as misconduct and investigated within 5 working days.
07
If you are not satisfied
Ask for the complaint to be reviewed by management, quoting your reference. A review is carried out by someone who was not involved in the original decision. If you remain dissatisfied, you keep every right you have under Nigerian law, including complaint to the relevant regulator, and we will not obstruct it.
08
Reporting anonymously
You can report a concern without giving your name, by phone or in writing. An anonymous report is investigated on the same terms, though we may be limited in what we can confirm back to you.