KoinKoin Global Network Ltd · Terms and Conditions (KKG-LGL-TNC-001), Clause 16 · Effective 1 August 2026
Email compliance@koinkoin.com from the email address registered on your KoinKoin account. Start the subject line with [COMPLAINT] followed by a short description. Tell us what happened, when, the amount and asset involved, and any transaction ID or reference. You can also raise a complaint through in-app support; it is logged in the same way.
We confirm receipt within 2 business days and give you a complaint reference. Every complaint is logged with the date received, the issue raised and the person handling it.
We investigate and give you a written response within 15 business days of receipt. If a complaint needs more time, for example because a bank, payment partner or blockchain network is involved, we tell you before the 15 business days end, explain why, and give you a date for our final response.
Complaints that are not resolved at first contact go to our Head of Compliance. Complaints about suspected fraud, unauthorised access or missing funds are treated as urgent and handled by the compliance and security teams together.
If your complaint is not resolved to your satisfaction within 30 days, you may escalate it to the Federal Competition and Consumer Protection Commission (www.fccpc.gov.ng), the Securities and Exchange Commission Nigeria (www.sec.gov.ng) or the Central Bank of Nigeria Consumer Protection Department (www.cbn.gov.ng).
Disputes that cannot be resolved through this procedure are governed by Nigerian law and are referred to arbitration under the Arbitration and Mediation Act 2023, with the seat of arbitration in Lagos (Terms and Conditions, Clause 16.3).
This procedure gives effect to your right to redress under Section 167 of the Federal Competition and Consumer Protection Act 2019. Making a complaint never affects your right to close your account or to withdraw your funds, subject to our legal obligations.
Compliance team: compliance@koinkoin.com · KoinKoin Global Network Ltd, 32C Cameron Road, Ikoyi, Lagos, Nigeria · RC 1523634