Complaint Resolution Policy

Biplify.com Complaint Resolution Policy

Last Updated: June 29, 2025

1. Our Commitment

At Biplify.com, operated by Biply & co, we are committed to providing you with excellent financial services. We understand that sometimes things may go wrong, and we value your feedback as an opportunity to improve. This Complaint Resolution Policy outlines our process for handling customer complaints fairly, efficiently, and transparently.

2. Scope of This Policy

This policy applies to all complaints from customers regarding any aspect of Biplify's services, including but not limited to:

  • Transaction issues.

  • Account access problems.

  • Service quality or availability.

  • Customer support interactions.

  • Privacy and data handling concerns.

  • Alleged breaches of our Terms of Service or other policies.

3. How to Submit a Complaint

We encourage you to contact us as soon as possible if you have a concern. Please provide as much detail as possible to help us investigate thoroughly.

You can submit a complaint through the following channels:

  • Email: Send an email to our dedicated complaints handling team at [Your Complaints Email Address, e.g., complaints@biplify.com].

  • In-App Support: Use the "Contact Support" or "Help" feature within the Biplify mobile application.

  • Website Contact Form: Fill out the complaint form available on our website a https://biplify.com/contact

  • Phone: Call our customer support line at (+234 8120479463)

  • , and clearly state that you wish to make a formal complaint.

Please include the following information in your complaint to help us resolve it quickly:

  • Your full name and registered email address/phone number.

  • Your Biplify User ID/Account Number.

  • A clear and detailed description of the complaint, including dates, times, transaction IDs (if applicable), and any relevant screenshots or supporting documents.

  • What outcome you are seeking to resolve the complaint.

4. Our Complaint Handling Process

Once we receive your complaint, we will follow these steps:

a. Acknowledgment:

  • We will send you an acknowledgment of your complaint within [e.g., 24-48 business hours / 1 business day] of receipt. This acknowledgment will include a unique reference number for your complaint, which you should use in all future communications.

b. Investigation:

  • Your complaint will be assigned to a dedicated complaints resolution officer or team member.

  • We will conduct a thorough and impartial investigation into the issues raised, reviewing all relevant information, records, and communications. We may contact you for further information or clarification during this stage.

c. Resolution:

  • We aim to resolve most complaints within [e.g., 5-7 business days] of receiving them.

  • For more complex complaints that require a longer investigation, we will send you an update within [e.g., 7 business days] from the date of acknowledgment, explaining the reasons for the delay and providing an estimated timeframe for resolution.

  • Our final response will clearly explain the outcome of our investigation, the decision reached, the reasons for that decision, and any proposed resolution or redress.

5. Escalation Procedure

a. Internal Escalation:

  • If you are not satisfied with the initial resolution provided, you may request an internal escalation of your complaint. Please reply to our resolution email, stating your dissatisfaction and the reasons why.

  • Your complaint will then be reviewed by a senior manager or a dedicated escalation team, who will conduct a further review and provide a final internal decision within 7 business day of your escalation request.

b. External Recourse (Regulatory Bodies):

  • If, after exhausting our internal complaint resolution process, you remain dissatisfied with our final response, you have the right to refer your complaint to the relevant regulatory authority.

  • For financial services matters in Nigeria, you may escalate your complaint to the Consumer Protection Department of the Central Bank of Nigeria (CBN).

6. Confidentiality

All complaints will be handled with the utmost confidentiality, and information will only be shared with those individuals directly involved in the investigation and resolution process or as required by law.

7. Changes to This Policy

We reserve the right to update or modify this Complaint Resolution Policy at any time. Any changes will be posted on our website. We encourage you to review this policy periodically.

8. Contact Us

For any questions regarding this policy or to submit a complaint, please use the contact details provided in Section 3: "How to Submit a Complaint."