Complaints Procedure
Effective: [EFFECTIVE DATE] · Version 1.0
How to complain about SP-Heavy, and what happens next. This applies to merchants and to payers.
1. If you are a payer
Contact the business you paid, first. SP-Heavy processes the payment; the merchant sold you the goods or services and holds the commercial relationship with you. They are the only party who can refund you, resend an order, or answer what you actually bought.
The merchant's name appears on the checkout page and in the mobile-money message you received.
Come to us where:
- you cannot reach the merchant, or they will not respond;
- you believe a payment was taken from your mobile-money account without your authorisation; or
- your complaint is about SP-Heavy itself.
For an unauthorised payment, also contact your mobile-money operator (MTN or Orange) immediately — they hold your account and can act on it directly.
2. How to complain
Email [COMPLAINTS EMAIL] with:
- Your name and contact details
- The transaction reference, if you have one, and the date and amount
- The merchant's name, if your complaint concerns a purchase
- What went wrong, and what outcome you are seeking
- Any supporting evidence — screenshots, messages, receipts
You may write in English or French.
Alternatively, write to [COMPANY LEGAL NAME], [REGISTERED ADDRESS].
3. What happens next
| Stage | Timing |
|---|---|
| We acknowledge receipt | Within [e.g. 2 business days] |
| We investigate and respond substantively | Within [e.g. 15 business days] |
| If it is complex and we need longer | We will tell you why and give a revised date, no later than [e.g. 35 business days] from receipt |
Our response will explain our decision, the reasons for it, and what you can do if you disagree.
Where we cannot explain
If your complaint concerns an account restriction arising from anti-money-laundering obligations, the law may prohibit us from telling you the reason, or even confirming that a report exists. This is the "tipping off" prohibition. In that case we will tell you that we are unable to comment further, and this is not a discretionary refusal — see the AML/CFT & KYC Policy §6.
4. If you are not satisfied
- Ask for a review. Reply to our response and ask for it to be escalated. A person not involved in the original decision will review it.
- External escalation. You may refer the matter to:
- your mobile-money operator, for issues with your mobile-money account;
[THE COMPETENT CONSUMER-PROTECTION OR FINANCIAL-SERVICES AUTHORITY — confirm with counsel: this is likely to involve MINFI, BEAC/COBAC for payment-services conduct, and the consumer-protection ministry. List the correct body and its contact details.]- the courts, per Terms of Service §19.
Referring a complaint externally does not affect your legal rights.
5. Records
We record every complaint, our investigation, and the outcome, and retain them for [RETENTION PERIOD]. We review complaint patterns to identify and fix recurring causes.
[COMPANY LEGAL NAME] · [COMPLAINTS EMAIL] · [REGISTERED ADDRESS]