Support

Complaints

How to raise one, what happens next, and how long it takes.

If something has gone wrong, we want to hear about it. A complaint is not a nuisance to us. It is the fastest way we find out what is broken.

How to complain

✓In the app, under Help and Support. This is the quickest route because it attaches your account and transaction history automatically.
✓By email to complaints@vaultly.app.
✓In writing to [ADDRESS].

Tell us what happened, when, and what you would like us to do. If it concerns a specific transaction, include the reference beginning TX so we can find it immediately.

What happens, and when

Within 1 business day

We acknowledge your complaint and give you a case reference beginning CP. You can track that reference in the app.

Within 14 days

We aim to give you our final answer in writing, with the reason for the decision.

If it takes longer

We tell you why, what we are still checking, and when to expect an answer. We update you at least every 7 days until it is closed.

Within 30 days

You have our final response, or an explanation of why we cannot give one yet.

How a complaint is closed

No case is closed without a recorded outcome and a written explanation to you. If we got something wrong we say so, put it right, and tell you what we have changed so it does not happen again. If we do not uphold your complaint, we explain why and tell you where you can take it next.

If you are not satisfied

You can escalate to the Consumer Protection Department of the Central Bank of Nigeria at cpd@cbn.gov.ng, or to the Federal Competition and Consumer Protection Commission. You can do this if you disagree with our answer, or if 30 days have passed without one. Escalating costs you nothing and does not affect your account.

If you need extra support to complain

Tell us if you need us to communicate differently, if you would like someone to complain on your behalf, or if your circumstances make this harder right now. We will adjust. This does not weaken your complaint in any way.

What we publish

We publish how many complaints we receive, how quickly we resolve them, and how many we uphold. We would rather be measured on that than on a promise.

Need a hand, or want to complain?

Every case gets a reference you can track and a written outcome. We acknowledge complaints within one business day.

Help centre → Make a complaint