Complaint process

Reach out to us if you have experienced any of the following:

• A trade settled at the wrong amount or rate
• A payout that did not arrive within the five-minute Payout SLA where no bonus was automatically credited
• An account suspension you believe was incorrect
• A data privacy concern (incorrect data, refusal to delete, unauthorized disclosure)
• Suspicious activity on your account
• Poor support experience
• Any conduct by Payroid staff you believe was unfair

Email support@payroid.co with the subject line “Complaint” and include:

• The email address registered to your Payroid account
• A clear description of the issue, in your own words
• Relevant transaction IDs, timestamps, or amounts
• Any supporting screenshots or documents
• The outcome you are seeking

We acknowledge every complaint within twenty-four (24) hours of receipt on business days.

We aim to resolve complaints in line with the Central Bank of Nigeria's Consumer Protection Framework and the FCCPA:

• Simple complaints (for example: delayed payouts that were already auto-bonused, support clarifications, lookup of a transaction): resolved within three (3) business days.
• Standard complaints (for example: disputed transaction values, account status disputes, fee disagreements): resolved within fourteen (14) business days.
• Complex complaints (for example: suspected fraud, multi-party disputes, deep technical investigations): resolved within thirty (30) business days, with regular interim updates.

If we need longer than the above, we will tell you why and give you a revised timeline. We will never let a complaint sit silently.

If you are not satisfied with the first response, you can ask to escalate to:

• Customer Operations Lead
• Compliance Officer (for AML-related disputes)
• Senior management or the founding team

Escalations are reviewed by a person other than the agent who handled the original complaint. You can request escalation by replying to the initial response email with the phrase “Please escalate this complaint.”

You can escalate complaints to the relevant Nigerian regulator at any time, including while a complaint is still open with us. Use the contact best suited to your concern:

Where regulatory escalation does not resolve the dispute, you may pursue confidential, binding arbitration in Lagos under the Arbitration and Conciliation Act, Cap A18 LFN 2004, as set out in section 15 of our Terms of Service.

We maintain an internal register of all complaints received, including:

• Date received and date resolved
• Category and severity
• Outcome and any compensation paid
• Recurring patterns and root-cause analysis

This register is reviewed monthly by senior management and is subject to regulatory inspection on request.

We do not penalize customers for filing complaints, whether resolved in their favour or not. Filing a complaint does not affect your account status, your access to the Services, or the quality of support you receive going forward.

Complaints: support@payroid.co

Payroid Synergy Limited
RC 9553657 · TIN 2622489136936
Ogba, Lagos, Nigeria