Naitrust · Clear terms, shared confidence
Complaints and Resolution
How to raise a concern, request further review or use external complaint channels.
Last updated: 24 September 2026
1. How to complain
Use Contact Us or email contact@naitrust.com with “Complaint” and a short description in the subject. Use Report a Concern for suspected fraud, impersonation or misuse. Privacy requests and complaints can use the same contact with “Privacy” in the subject. You do not need a paid account to raise a complaint.
Include your contact details, any deal or payment reference, what happened, when it happened, relevant evidence and the outcome you are requesting. Never include passwords, OTPs, transaction PINs or full payment card details.
2. What happens next
We review the complaint, request any necessary information and route it to the responsible team or applicable provider. Keep any submission confirmation and reference for follow up. A form error is not confirmation that a complaint was received; use email if submission fails.
We will communicate the outcome and reasons, or explain what remains under review. Timing depends on complexity, required evidence and provider involvement, subject to applicable legal requirements. We do not promise immediate fund recovery or a fixed resolution time.
3. Requesting further review
If you disagree with an outcome, reply with the reference, the reason you disagree and any additional evidence, and request further review. Payment provider issues may also need to be raised through that provider’s complaint process; provider details will be disclosed for live transactions.
An urgent safety, suspected account takeover or privacy issue should be clearly marked so it can be triaged. Contact your bank or payment provider promptly about an unauthorised real payment.
4. External rights and escalation
You may approach the Nigeria Data Protection Commission for privacy matters. For consumer complaints, the Federal Competition and Consumer Protection Commission asks that you first raise the matter with the provider and keep the supporting records; if unresolved, follow its complaint process. You may also seek independent advice and use available legal remedies. Our internal process does not remove these rights or require you to waive them.
Live payment complaints may also fall under the relevant provider’s regulatory framework. The applicable provider and escalation channels will be identified when those services launch.