Complaints

1. How to complain

Email complaints@lenzfinance.com, or use the contact form and say it is a complaint. Include the company name, the workspace email, what happened, when it happened, and any payment reference. If there is no reference, describe the amount, the currency, and the other party. A complaint may be made by an authorised user of the Customer.

This policy is effective 19 October 2026. It covers Lenz. A complaint about a deposit itself, including a US dollar balance held at the US banking partner, can also be made directly to that bank, as set out below.

2. What we do

1. We acknowledge the complaint within 2 business days and give it a case reference.
2. We investigate, including with the US banking partner or the Nigerian banking partner where the complaint is about an account or a payment they processed.
3. For the naira service, we send a written outcome within 10 business days, which is the two weeks the Central Bank of Nigeria allows before a customer may escalate.
4. For the US dollar service, we send a written outcome within 15 business days. If we cannot finish because we are waiting on the US banking partner or a payment scheme, we send an update on or before that day explaining the reason, and we send the outcome within 30 business days of the complaint.

Business days are Monday to Friday, excluding a public holiday in the country of the service the complaint is about. Lagos holidays apply to the naira service. United States federal holidays apply to the US dollar service.

3. Unauthorised and incorrect payments

Tell us as soon as an authorised user notices a payment the Customer did not authorise, or a payment that went to the wrong place because of our error. Email complaints@lenzfinance.com. We will freeze further activity on the affected instruction where it has not settled, and we will investigate with the banking partner.

Lenz business accounts are not consumer accounts. The error-resolution timetable in Regulation E of the United States does not apply to them. The timetable in this policy does. A payment that an authorised user of the Customer approved, including a payment approved by mistake, is not an unauthorised payment.

4. Where to escalate

Naira accounts

If a naira complaint is not resolved within two weeks, the Customer may write to the Director, Consumer Protection Department, Central Bank of Nigeria, Central Business District, Abuja, or follow the route published at cbn.gov.ng/supervision/cpdcomgt.html. The letter should include the case reference we issued. The Customer may also complain to the Federal Competition and Consumer Protection Commission at fccpc.gov.ng where the complaint is about our conduct as a service provider rather than about a deposit.

US dollar accounts

US dollar deposits are held by the US banking partner. The Customer may complain to that partner through the contact in the account agreement. If the complaint is about that bank’s conduct and remains unresolved, the Customer may contact the Office of the Comptroller of the Currency through helpwithmybank.gov or by writing to the OCC Customer Assistance Group, P.O. Box 53570, Houston, Texas 77052, United States.

Personal information

A privacy complaint that we do not resolve may be taken to the Nigeria Data Protection Commission (ndpc.gov.ng) or, for processing by Clive Alliance Limited, to the Information Commissioner’s Office (ico.org.uk). The route is also described in the Privacy Policy.

5. Accessibility

A person who cannot use email may ask, through any channel they can use, for another format. We will take the complaint by telephone or through an authorised representative and confirm it back in writing to the workspace email.