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Complaints Handling Policy

Last Updated: 14 September 2025

This Complaints Handling Policy outlines how MBIYOPAY receives, processes, investigates, and resolves customer complaints in a fair, transparent, and timely manner.

 

  1. Company Information
  • Company Name: MBIYOGROUP S.A.R.L.U.
  • TRADING NAME : MBIYOPAY
  • Registered Address: Av. Petro Congo, Q/Abattoir, C/Masina, V/Kinshasa, P/Kinshasa, Democratic Republic of the Congo
  • Email Contact: contact@mbiyopay.com

 

  1. Definition of a Complaint

A complaint is any expression of dissatisfaction made by a customer or partner relating to MBIYOPAY’s services, operations, platform, customer support, or compliance obligations.

 

  1. How to Submit a Complaint

Customers and partners may submit complaints through the following channels:

  • In-dashboard Support: Via the "Support" section available directly in the MBIYOPAY user backoffice/dashboard
  • Email: contact@mbiyopay.com
  • Website contact form: www.mbiyopay.com (if applicable)

All complaints should include:

  • Full name of the complainant
  • Contact details
  • Description of the issue
  • Transaction reference (if applicable)

 

  1. Complaint Acknowledgment
  • All complaints are acknowledged within 48 hours of receipt.
  • An acknowledgment email confirming receipt of the complaint will be sent to the complainant.

 

  1. Complaint Investigation & Resolution
  • Complaints are reviewed by the Compliance or Operations team.
  • MBIYOPAY aims to resolve complaints within 7 to 14 business days, depending on complexity.
  • If additional time is required, the complainant will be informed of the delay and expected resolution timeline.

 

  1. Escalation Process

If a complainant is not satisfied with the initial response, the complaint may be escalated to senior management for further review.

A final decision will be communicated after internal review.

 

  1. Record Keeping
  • All complaints are logged and recorded securely.
  • Records are retained for regulatory, audit, and compliance purposes.

 

  1. Confidentiality

All complaints are handled confidentially and in accordance with applicable data protection and privacy laws.

 

  1. Policy Review

This policy is reviewed periodically and updated as necessary to ensure ongoing compliance with applicable regulations and best practices.

 

  1. Approval

This Complaints Handling Policy is approved and adopted by the management of MBIYOPAY S.A.R.L.U.

Approved by:
Mr. Joël Mirimo
Founder & Managing Director
MBIYOGROUP S.A.R.L.U.

 

This policy is issued for compliance, regulatory, and customer protection purposes.

 

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