Complaints & Dispute Resolution

• Phone: +234 (0) 800 BOMPAI (24/7).
• Email: care@bompaimfb.com — for service issues; complaints@bompaimfb.com — for formal complaints.
• In branch: Bompai Road, Nassarawa LGA, Kano State (Mon–Fri, 8am–4pm).
• App & web chat: available 24/7 in the Bompai mobile app.
• Post: The Head, Customer Experience, Bompai Microfinance Bank Limited, Kano.

• Your full name and account number (do not share PIN, password or OTP).
• Date and channel of the transaction or service.
• Transaction reference, amount and beneficiary (if applicable).
• A clear description of what happened and the outcome you expect.

• Acknowledge every complaint within 24 hours with a unique tracking number.
• Resolve simple complaints within 3 working days.
• Resolve dispense errors / failed ATM/POS/transfer within 72 hours (on-us) or 10 working days (off-us / international).
• Provisional credit for eligible disputes pending investigation, per CBN rules.
• Complex cases: written status update every 10 working days until resolved.

If you are not satisfied with the initial response, you can escalate to the Head, Customer Experience (head.cx@bompaimfb.com). If still unresolved, the matter is reviewed by the Customer Complaints Committee chaired by an Executive Director.

If your complaint is not resolved within 14 working days, you may escalate to the Director, Consumer Protection Department, Central Bank of Nigeria, P.M.B. 0187, Garki, Abuja — or email cpd@cbn.gov.ng. Please attach our reference number and our written response.

Lodging a complaint will not affect the way we treat you. We do not charge any fee for handling complaints.