Legal Centre
Complaints & Dispute Resolution
Before You Read
This page explains how to submit a complaint, what information to include, how complaints are reviewed, our typical response process, and options available if a matter cannot be resolved at the first stage.
1. What Is a Complaint?
Any expression of dissatisfaction relating to our services, Platform functionality, customer support, transactions, communications, documentation, account administration, or Partner Institution interactions connected to Platform services. General enquiries are handled through Customer Support rather than the complaints process.
2. How to Submit a Complaint
Through the Help Centre, email to [email protected], phone +233 530 507 701, or in writing to 1 Mahama Road, Tse-Addo Roundabout, Accra, Ghana. Please include your full name, registered email or account identifier, a clear description of the issue, relevant dates and times, and any supporting documents.
3. Our Complaint Handling Process
Receipt — acknowledged within 2 business days with a unique reference number. Review & Investigation — relevant records and audit trails are examined; we may request additional information. Resolution — we communicate our findings and any remedy offered. Improvement — lessons learned may be incorporated into our policies or Platform.
4. Resolution Timeframes
Most complaints are resolved within 10 business days of acknowledgement. Complex matters, or those involving a Partner Institution or Trustee, may take up to 30 business days, with notice of the delay and a revised timeline.
5. Escalation
A complainant dissatisfied with the outcome may request escalation to a senior review within 14 days of receiving the response, conducted by personnel not involved in the original decision where reasonably practicable.
6. External Escalation
Where a complaint remains unresolved, or you are not satisfied with our final response, you may refer the matter to the Ghana Securities and Exchange Commission (SEC) for matters relating to Obotan's regulated crowdfunding activities, another applicable regulator or ombudsman, or the courts of Ghana, subject to the governing law and dispute resolution provisions of the Terms & Conditions.
7. Working with Partners
Where a complaint relates primarily to the activities of a Partner Institution, we will work with the relevant organisation to facilitate an appropriate review while keeping you informed of progress where possible.
8. Record-Keeping & No Retaliation
Obotan maintains a record of each complaint, its investigation and its outcome for regulatory and audit purposes, and shall not penalise, restrict or disadvantage a User for raising a good-faith complaint.
9. Contact
Obotan PLC — 1 Mahama Road, Tse-Addo Roundabout, Accra, Ghana. Email: [email protected] · Phone: +233 530 507 701