Complaints procedure

1. How to complain

Write to info@appiawave.co.za with the word "Complaint" in the subject line, or message us on WhatsApp at +234 816 329 5766. Tell us what happened, when, and what you would like us to do about it.

If it concerns a specific payment, include your own order reference — every collection is queryable by the reference you supplied, so that is the fastest way for us to find it.

2. What we will need

Your name and the account or business the complaint relates to, the transaction reference or date, and a description of the problem. We may need to verify your identity before discussing account details.

3. What happens next

[FOR COUNSEL] — acknowledgement and resolution timescales are deliberately unwritten. Nigerian financial-services consumer protection rules prescribe specific maximum periods, and committing to a timescale we have not verified we can meet would be worse than saying nothing. These must be confirmed before publication.

4. If you are not satisfied

[FOR COUNSEL] — the correct escalation route. Because Appiawave operates in partnership with licensed financial institutions rather than under its own licence, the appropriate external escalation path depends on which partner institution holds the underlying relationship, and must be confirmed with each of them before it is published.

5. Payments held for review

Where a payment cannot be attributed automatically it is held in a suspense queue and resolved by a person. It is not absorbed and it is not lost. If you believe a payment of yours is in that state, contact us with the sending account details, the amount and the date.

6. Data protection complaints

See our privacy notice.