Our Commitment
Adawise takes complaints seriously. We aim to handle complaints fairly, consistently and within a reasonable time, while keeping customers informed about material developments.
What You Can Complain About
- Savings, WiseGoals, WiseCircles or other Adawise features.
- Deposits, withdrawals, transaction errors or payment issues.
- Account access, verification or security concerns.
- Customer service or communication.
- Privacy or personal-data concerns.
- Content, community or conduct issues.
How to Lodge a Complaint
Email your complaint to contact@theadawiseapp.com. Please include your full name, registered phone number or email, a clear description of the issue, the relevant transaction/reference number where applicable, the date of the incident and any supporting evidence.
Do not send passwords, PINs, one-time passwords or other security credentials by email or in a complaint.
Acknowledgement and Resolution
- We aim to acknowledge complaints within a day.
- We aim to provide a substantive response within 3 working days where the matter can reasonably be resolved within that period.
- Complex complaints, complaints requiring information from a banking or payment partner, or matters requiring regulatory review may take longer. We will provide an update where additional time is required.
- Where a complaint concerns a regulated financial service provided or held by a partner institution, the matter may also be subject to that institution’s complaint process.
Investigation
We may request additional information to investigate a complaint. We will use information provided for the purpose of handling and resolving the complaint and in accordance with our Privacy Policy.
Escalation
If you are dissatisfied with our response, you may request a further internal review. Where the complaint concerns a regulated activity and remains unresolved, we may direct or refer you to the applicable financial institution or regulatory/oversight body, including the Bank of Ghana where applicable.
No Charge
Adawise does not charge customers a fee simply for submitting or having a complaint handled.
Fraud and Security Reports
If you suspect unauthorised access, fraud or a compromised account, contact us immediately. We may temporarily restrict account activity while we investigate and may work with relevant financial, payment or law-enforcement partners where appropriate.