Legal
Complaints & Disputes
If something goes wrong, tell us. Complaining is free, takes no special form, and never affects your access to ONEBANQ. This page summarises our process under the FCCPC consumer lending regulations.
Step 1
Reach Us on Any Channel
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In-App Help CentreONEBANQ app, Help and Support section. Open for submissions 24/7.
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call
Phone+234 815 091 7215 (08:00 to 20:00 WAT, Monday to Saturday)
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PostONEBANQ Technologies Limited, No 6, Mokola-UCH Road, Ibadan, Oyo State, 200221.
Step 2
What Happens Next
1
Within 24 hours. We acknowledge your complaint with a unique reference number and the timeline you can expect.
2
Independent review. A handler independent of whatever you are complaining about reviews the records, and contacts you if more information is needed.
3
Within 48 hours. You get a decision and remedy: a correction, refund, account adjustment, apology, or a reasoned rejection. If we need longer, we tell you why and give a revised date no later than 15 business days.
4
If a complaint is upheld. Wrongly applied fees are refunded within 5 business days, card access or credit limits are restored, and any inaccurate credit bureau report is corrected.
Step 3
Still Not Satisfied? Escalate, Free of Charge.
You can first request an internal review by a senior officer not involved in the original decision. Beyond that, external escalation costs you nothing and your right to go to court is never limited.
| Body | When and how |
|---|---|
| FCCPC | Any consumer protection issue: lenderstaskforce@fccpc.gov.ng or the FCCPC complaint portal (fccpc.gov.ng) |
| NDPC | Data protection complaints: ndpc.gov.ng |
| Courts | Your right to approach a Nigerian court is not limited by our process |
ONEBANQ cooperates fully with any regulator-led inquiry and complies with FCCPC directions on consumer redress. Complaint records are kept for a minimum of 3 years from closure.