Skip to content

Complaints

Tell us what went wrong, and get a reference number immediately

A named owner, a resolution inside 14 working days, and a route to the Central Bank of Nigeria if we do not manage it.

Raise a complaintTrack an existing one

What happens

Four stages, and the last one is not us

You do not need our permission to escalate, it costs you nothing, and it has no effect on your account.

  1. 1

    Submit your complaint to us

    Use the form on this page, call 0814 296 1654, or raise it at any of our offices. You receive a reference number immediately, whichever route you use.

    Who
    Customer Experience team
    When
    Acknowledged within 24 hours
  2. 2

    We investigate and respond

    A named case owner investigates and writes to you with the outcome and the reasoning. Most complaints are resolved well inside the window; failed transactions are usually same-day.

    Who
    A named case owner
    When
    Within 14 working days
  3. 3

    Ask us to review it

    If you are not satisfied with the outcome, reply to the response or quote your reference to us and ask for a review. It goes to the Chief Compliance Officer, who was not involved in the first decision.

    Who
    Chief Compliance Officer
    When
    Within 10 further working days
  4. 4

    Escalate to the Central Bank of Nigeria

    If we have not resolved your complaint within 14 working days, or you are not satisfied after our review, you may take it to the CBN Consumer Protection Department. You do not need our permission and it costs you nothing. Quote your reference number and attach our response.

    Who
    CBN Consumer Protection Department
    When
    You may escalate after 14 working days

Raise it

What happened?

Choosing a category first tells you exactly what we will need and when we have committed to resolve it.

Where we send the acknowledgement.

The one registered on your account.

If you have it to hand. We can find you without it.

Dates, amounts and references help. Never include your PIN, your OTP or your full card number — we will never need them.

A screenshot, a receipt, a bank statement. PDF or image, up to 10MB.

You get a reference number on the next screen.

Prefer to do this another way? Call 0814 296 1654, write to info@citadelecapitals.com, or raise it at any of our offices — you get a reference number whichever route you use. The full policy is at complaints handling.

Escalation

If we do not resolve it, here is exactly who to go to

Published in full rather than behind a link, because somebody who has reached this point has already been let down once.

Consumer Protection Department, Central Bank of Nigeria

Central Business DistrictP.M.B. 0187, GarkiAbujaNigeria
Email
cpd@cbn.gov.ng
Phone
+234 700 225 5226

You may escalate to the CBN if we have not resolved your complaint within 14 working days of receiving it, or if you are dissatisfied with our final response. Escalating costs nothing and does not affect your account.

Take your reference number and our written response with you. Our full complaints handling policy, including the internal review stage, is at complaints handling policy.