Complaints Procedure

• In-app: Support → New complaint. Fastest route — we get the case linked to your account automatically.
• Email: complaints@apay.ss.
• Phone: +211 920 123 456, Mon–Sat 07:00–21:00 EAT.
• In writing: Apay Financial Services Ltd, Juba, South Sudan.

• Your name and phone number as registered.
• Date, time and reference of the transaction (if any).
• A clear description of the problem and what outcome you would like.
• Any supporting documents (screenshots, receipts).

• Acknowledgement: within 1 business day.
• Resolution: target 7 business days for most cases.
• Complex cases (fraud, third-party disputes): up to 30 business days. If longer, we tell you why and give a new date.

1. Log the complaint and assign a case reference.
2. Freeze the disputed transaction if appropriate.
3. Investigate: check logs, ledger, counterparty, agent, partner bank.
4. Contact you with an outcome and, where we’re at fault, put things right (refund, reversal, correction, apology).

If you are not happy with our final response, you can escalate to the Bank of South Sudan — Financial Consumer Protection Unit or the equivalent regulator in your country. Contact details are available at boss.gov.ss.

Every complaint is reviewed for lessons learned. Trends are reported to the board monthly and drive changes to product, process and training.