Your rights when you make a complaint

You may make a complaint through an available channel and receive a reference you can use to follow it. You may also submit anonymously. Anonymous cases can have fewer identity-verification and recovery options, so keep the issued secret or reference safe.

You should be told why information is being collected and asked for consent where required. Only the minimum information needed to handle the case should be shared with the PFI. Optional BVN or NIN checks require explicit, recorded consent.

You can provide relevant evidence, receive updates when the case materially changes, and reply to a secure request for clarification. Do not send your PIN, password, one-time code or card security code.

You can ask for inaccurate personal information to be corrected before closure. You may dispute the proposed outcome and, where the approved reopening window applies, ask for a closed case to be reopened. Data-access, correction, objection and erasure requests are handled subject to lawful record-retention duties.