Complaints

We want every customer to have a good experience with Suzab. If something has gone wrong, please tell us so we can put it right.

How to make a complaint

• Email: support@suzab.com.ng

To help us resolve it quickly, please include:

• your full name and the phone number or email registered to your account;
• the transaction reference from your receipt, if your complaint is about a payment;
• the date, the amount, and a short description of what happened; and
• any screenshots or documents that help explain the issue.

Never include your password, PIN or one-time codes. We will never ask for them.

What happens next

1. Acknowledgement: we confirm we've received your complaint within 24 hours and give you a reference number.
2. Investigation: we look into what happened, working with our banking and payment partners where needed. We may contact you for more information.
3. Resolution: we aim to resolve most complaints within 72 hours, and complex cases within 14 days. We will keep you updated and explain our decision in writing.

If you're not satisfied

If you are not happy with our response, or we have not resolved your complaint within the time above, you can ask for it to be reviewed by a senior member of our team by replying to our response with "Escalate" in the subject line.

If the matter is still unresolved, you may escalate it to the Consumer Protection Department of the Central Bank of Nigeria or to the Federal Competition and Consumer Protection Commission. For complaints about your personal data, you can contact the Nigeria Data Protection Commission.

Fraud and unauthorised transactions

If you think someone else has accessed your account or made a payment you didn't authorise, contact us immediately so we can secure your account. See our security page for how to protect yourself.