Complaints
We want to know
If something has gone wrong, tell us. You do not need to write in a particular way and you can complain in English, French, Lingala or Swahili, in the app, by email to complaints@bitripay.app, or by post to the address on the Regulatory information page.
What happens next
- We acknowledge your complaint within two working days with a reference.
- A person who was not involved in the original decision investigates.
- We send a final answer within 15 working days (35 in exceptional cases, and we will tell you why). It explains what we found, what we will do, and how to take it further if you disagree.
If you are not satisfied
You may refer the complaint to the ombudsman or dispute-resolution body of the country whose regulator authorises the service you used; their details are on the Regulatory information page and in our final answer. This is free.
Complaints about an agent or merchant
Tell us the agent's name or the merchant's @tag and the BP- reference. Agents and merchants are bound by the Acceptable use policy and the Agent & merchant agreement.
Learning from complaints
Complaint themes are reviewed monthly by the compliance team and the founders, and the changes they lead to are noted on the blog.