If a loan-app charge, repayment record, data request or collection message seems wrong, first preserve the details. This guide explains what to record and where to look for an official complaint route. It does not decide whether a provider broke the law or replace advice on an individual dispute.
1. Identify the legal provider
Save the app name, company name in the agreement, loan reference, offer screen and privacy notice. The brand on your phone may not be the company named in the contract. For a digital lender, compare the name and app with the FCCPC register. For a bank or microfinance bank, use the provider’s official website and banking complaint route.
2. Preserve a clear timeline
Keep the amount disbursed, every charge, due dates, proof of each payment and a statement showing the disputed balance. Save screenshots and messages with dates, sender details and any contact requests. Do not post another person’s private information publicly. If you are reporting a privacy concern, note what data the app requested and when you consented or withdrew consent.
3. Contact the provider in writing
Use the support route in the official app or website. State the account reference, what happened, the amount or data in dispute, and the correction you seek. Ask for a written response and keep the ticket number. Avoid sharing a password or one-time code with anyone claiming to resolve the issue.
4. Use the right escalation route
The FCCPC digital lending FAQs describe consumer complaints about digital lenders, including unfair terms and privacy issues. The CBN complaints guidance explains escalation for financial-institution customers after contacting the institution. Check which regulator covers the named provider and attach your timeline and evidence.
Before using another app
Read our identity and permission checklist and the short-term cost guide. Registration or a polished app does not guarantee a fair personal price or respectful treatment.
Sources checked 27 September 2026: FCCPC FAQs, FCCPC register, CBN complaints guidance.