Complaints policy.

EFFECTIVE DATE: 10 June 2026 · LAST REVIEWED: 10 June 2026

1. Our promise

We commit to acknowledging every complaint within one business day and providing a substantive response within seven business days, in line with CBN consumer-protection guidelines.

2. How to complain

You can reach us through any of these channels:

3. What to include

To help us investigate quickly, please include:

• Your full name and registered phone number / email
• Your loan reference number (if relevant)
• A clear description of what went wrong and when
• Any supporting documents (screenshots, statements, transaction references)
• The outcome you would like

4. Our process

1. Day 0 — you submit a complaint
2. Day 1 — we acknowledge receipt with a unique complaint reference
3. Days 1-7 — we investigate, contact you for any clarifying information
4. Day 7 — we send you our substantive response with our findings and proposed remedy (if any)
5. Day 14 — if more time is needed for complex cases, we update you with a definite timeline

5. If you're not satisfied

If our response doesn't resolve your concern, you can escalate:

• Internally — write to cco@mavifinance.com.ng (our Chief Compliance Officer)
• Central Bank of Nigeria — Consumer Protection Department, cbn.gov.ng
• Nigeria Data Protection Commission — for data-protection complaints, ndpc.gov.ng
• FCCPC — for consumer-protection issues, fccpc.gov.ng

6. Whistleblowing

If you suspect fraud, corruption, or unethical conduct by anyone at MAVI Finance, please use our anonymous whistleblowing channel: /contact?topic=whistleblowing or whistleblow@mavifinance.com.ng. We protect whistleblowers' identities and treat all reports seriously.

7. Public reporting

We publish a quarterly complaints report on this website disclosing the number, categories, and resolution outcomes of complaints received. This is part of our commitment to transparency.