- WHAT HAPPENS NEXT

We will acknowledge your complaint promptly and keep you updated until it is resolved. If your issue needs more time, for example where it involves a third party such as a bank or credit bureau, we will let you know and keep you informed until it is closed. For disputes involving an unauthorized or incorrect direct debit, please raise your dispute within 48 hours of the debit; we will complete an audit and process refunds for verified discrepancies within 3 business days.

- ESCALATION

If you are not satisfied with how your complaint was handled, you can ask for it to be escalated to a supervisor through any of our support channels. If the matter remains unresolved after our internal process, you have the right to escalate it directly to the Central Bank of Nigeria (CBN) Consumer Protection Department via email at consumerprotection@cbn.gov.ng.

- DISPUTE RESOLUTION

The relationship between NOLT Finance and its customers is governed by the laws of the Federal Republic of Nigeria. NOLT will make every effort to settle disputes amicably. Any unresolved dispute arising out of or in connection with our services shall be submitted to mediation or binding arbitration under the rules set out in the Arbitration and Mediation Act 2023. The venue for arbitration shall be Lagos, Nigeria.

- DATA PRIVACY COMPLAINTS

For complaints relating to your personal data, you can contact our Data Protection Officer at dpo@noltfinance.com. We will acknowledge and fulfil any formal data privacy request within 30 days. If you believe your data protection rights have not been respected, you may also file a formal complaint with the Nigeria Data Protection Commission (NDPC) at info@ndpc.gov.ng.