HEADWAY MICROFINANCE BANK LIMITED

COMPLAINTS HANDLING POLICY

HEADWAY MICROFINANCE BANK LIMITED is committed to providing an exceptional customer experience on our products and services at all times. However, we acknowledge that sometimes things may go wrong. In such situations, we will take action to resolve the complaint and improve the process. We consider Complaints as gifts and welcome them to review and improve our products and processes.

COMPLAINTS CHANNELS

We provide multiple and easily accessible channels for Customers to lodge complaints. These include but are not limited to letters, email, telephone, social media and digital platforms.

The following channels are available:

1. Contact Centre:
Phone: 09090201902, 07065263526, 08081001147
(Monday - Friday: 09:00am - 4:00pm, Weekends & Public Holidays: 10:00am - 3:00pm)
WhatsApp: 09090201902
Email: inquiry@headwaymfbng.com
Social Media: Facebook, Twitter, Instagram, Whatsapp, LinkedIn

2. Visit any of our offices/branches and speak directly to our staff.

3. Complete the Feedback Form on our website: https://www.headwaymfbng.com/contact/feedback/customer

4. For time sensitive and fraud related complaints, you can use our dedicated Whistle Blowing media: Email: board@headwaymfbng.com Phone: 09021344705, 08055007000

Important Notice: Do not disclose your personal information such as BVN, PIN, CVV, OTP or other account details to anyone as Headway MfB will never ask you for such.

REQUIREMENTS FOR TREATING A COMPLAINT

To enable us resolve your complaint quickly and efficiently, please have the following:
Your account name and number
The product /service you are not satisfied with
Transaction details such as amount, date of transaction, channel used, reference number, screenshot of transaction error message etc.

WHAT WE DO WHEN WE RECEIVE A COMPLAINT

We automatically log the complaint.
You receive an acknowledgement within 24 hours with a unique complaint reference number via email.
We review and investigate the complaint fairly and promptly.
We revert with solution or keep you updated if we require more time to investigate and resolve the issue.
We provide feedback including action taken to ensure final resolution within the stipulated timeline.
A root cause analysis is carried out on each complaint in order to improve / modify the product or process.

NOT SATISFIED WITH THE SOLUTION?

Please see our internal escalation process below. If you are dissatisfied with the resolution of your complaint, you have the right to appeal within 30 days of communication of the resolution.

1. You may seek a second review of the complaint from The Risk and Compliance Office or send email to riskandcompliance@headwaymfbng.com
2. If still not satisfied with the internal process of resolving the complaint, you can seek an external review by escalating to other Alternative Dispute Resolution (ADR) or Central Bank of Nigeria.
The Consumer Protection Department
Central Bank of Nigeria
Central Business District
Abuja.
email: cpd@cbn.gov.ng