Complaints Handling Procedure (Nigeria)
Roqqu (the “Company”) refers to the Roqqu brand under which independently incorporated entities, under common ownership, provide digital asset services in their respective jurisdictions.
The entity responsible for providing services to you depends on your location and the nature of the services. Complaints will be handled by the relevant entity responsible for your jurisdiction.
We are committed to providing high-quality services and handling complaints fairly, promptly, and transparently in accordance with applicable Nigerian laws and regulations. Please note that Complaints are handled free of charge.
What is the Deadline for Filing a Complaint?
If you believe your rights or interests have been affected, you should submit your complaint within 3 months from the date you became aware, or reasonably should have become aware, of the issue.
How to File a Complaint
If you are not satisfied with the outcome of a previous interaction with our Customer Support team, you may submit a formal complaint via: email: support@roqqu.com
When submitting your request, please clearly indicate that:
- You are making a complaint;, or
- You wish to escalate a previously raised issue
What Information Should You Provide?
To enable us to investigate your complaint efficiently, please include:
- Your full name
- Email address linked to your account
- Contact details
- A clear description of the issue
- Relevant dates and events
- Any supporting documents or evidence
- Your desired resolution
Complaints may also be submitted by an authorized representative with valid proof of authorization.
What Happens After You Submit a Complaint?
Once we receive your complaint:
- We will acknowledge receipt Promptly
- We may request additional information where necessary to facilitate our investigation
- We will assess and investigate your complaint
- We aim to resolve most complaints within 24 hours to 3 business days.
Where additional time is required, we will:
- Inform you of the delay
- Provide updates on progress
A final response will be provided within 10 business days.
What if You Are Not Satisfied?
If you are not satisfied with our final response, you may: Seek redress through the courts in Nigeria, or Escalate your complaint to the relevant authorities including: Securities and Exchange Commission (SEC Nigeria) and Federal Competition and Consumer Protection Commission (FCCPC)
Record Keeping
In compliance with SEC requirements, the Company maintains an Electronic Complaints Register to track the nature, date, and resolution status of all grievances. Summary reports are submitted to the SEC on a quarterly basis.
Important Information
- Complaints are handled free of charge
- Complaints must contain sufficient information to enable proper assessment and investigation
- We are committed to handling complaints fairly, consistently, and within the timelines outlined in this procedure
- You have the right to escalate your complaint to the relevant competent authority if you are not satisfied with our final response
Jurisdiction
This complaints procedure applies to customers receiving services in Nigeria.
If you are located in another jurisdiction, your complaint may be handled under the applicable framework for that region.
Last Updated: March 31, 2026
