Complaints Procedure
If we have got something wrong we want to hear about it, and we would rather fix it than have you tell everyone else instead.
How to complain
Write to our complaints address, use the chat in the app, or call support and say you want to make a complaint. It goes into the same process either way.
What we need from you
Your name and the phone number on your account, what happened and when, the transaction reference if there is one, and what you would like us to do about it.
When you will hear from us
We acknowledge every complaint, and we tell you who is handling it. If we can fix it immediately, we will.
How long it takes
Most complaints are resolved quickly. Where a complaint needs investigation we will tell you how long we expect it to take and keep you updated rather than leaving you waiting.
If our answer is not good enough
You can ask for it to be reviewed by someone more senior inside PALESA. If you are still not satisfied, you can take it to our regulator, and we will give you their details and the reference for your case.