Trust is the foundation of everything we build. When something goes wrong, or feels unclear, our job is to listen, investigate, and resolve it fairly.
This page explains how to raise a concern, how we handle it, and what you can expect from us throughout the process.
"We listen carefully. We investigate fully. We explain clearly. We respond fairly. Every time, without exception."
A complaint is any expression of dissatisfaction, however small. You don't need formal language — if something doesn't feel right, we want to know.
Every complaint goes through the same four stages. Same SLA expectations, same accountability, regardless of who you are or how complex the issue is.
We confirm receipt of your complaint and assign a reference number you can use to track it.
We do the work:
You get a clear written response. Possible outcomes:
Internal second review by a senior team member. As we obtain authorisations, we will also align with relevant external dispute-resolution bodies.
These aren't slogans. They're how we measure ourselves on every complaint.
Every complaint is reviewed objectively, on the facts, without bias toward us or against you.
We explain what happened, what we found, and how the decision was made — in plain language.
We respond as quickly as possible — but never at the expense of a thorough review.
When errors happen, we own them. We correct them. We explain how we'll prevent recurrence.
If your complaint relates to personal data or privacy, we handle it under applicable data-protection regulations — including GDPR for users in the European Union, and local frameworks elsewhere.
Sohana facilitates group-based financial activity. Some issues involve interactions between members within a ROSCA, Pool, or Campaign. In those cases:
• We review platform data and activity logs to support fair resolution.
• We do not replace the shared responsibility between participants in a community agreement.
Our job is to provide structure, transparency, and support — not to override community agreements where the rules were clearly defined.
Sohana serves users across Africa, Europe, and global diaspora communities. While we are not yet a fully authorised financial institution in all jurisdictions, we are building our processes to align with:
• Local consumer protection standards in every market we operate
• Financial service regulations as we integrate licensed payment systems
• Best practices in global fintech operations drawn from ACPR, FCA, FINTRAC frameworks
All complaints are logged, tracked, and reviewed. You'll receive a reference number for your records and follow-up.
Required: name, email, category, and description. Optional fields help us investigate faster — but only share what you're comfortable with.
We've logged your complaint and will acknowledge receipt formally within 1–2 business days. Keep this reference number for your records:
For urgent matters, follow up at complaints@sohana.app with this reference number.
Complaints are not a tax on growth. They are how we get better. Every issue you flag gets logged, categorised, and used to:
Pattern detection across complaints reveals where the platform breaks before more users hit it.
Friction surfaced through complaints feeds directly into design and engineering priorities.
Onboarding, copy, support documentation — all evolve in response to real-world feedback.
Root-cause analysis on every complaint informs prevention work across the system.
For all complaints and related inquiries — submit via the form above, or reach us directly.