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Last updated: March 27, 2025
Sauki and its related entities (Sauki Inc, Sauki SAS France, Sauki SAS Niger, collectively "we," "us," "our") value your feedback when you are pleased with our services. However, we know that we may not always get everything right. We encourage you to contact us if you are dissatisfied with any aspect of our Sako services.
Lodging a Complaint
You can lodge a complaint through the following channels:
In-App Support
Use the support chat feature in the Sako app
Available 24/7
For immediate assistance
What to Include in Your Complaint
- Your account details (username or email)
- Transaction reference numbers (if applicable)
- Date and time of the issue
- Clear description of the problem
- Any supporting documentation or screenshots
- Your preferred resolution
Resolving Complaints
Once we receive a complaint, our customer relations team will handle your case with the following process:
Acknowledgment
We will acknowledge receipt of your complaint within 24 hours and assign a dedicated case handler.
Investigation
Our team will investigate your complaint thoroughly. In some cases, we may ask you to provide additional information to help resolve the issue.
Resolution
We will work to resolve your complaint fairly and efficiently, keeping you informed throughout the process.
How Long Will It Take?
Standard Resolution
We aim to resolve most complaints within 10 business days of receipt.
Complex Cases
For complex matters, we may need up to 30 business days to provide a complete response.
If we cannot provide you with our response within the above timeline, we will write to you to explain the reasons for the delay and give you information about your rights.
How Will Sako Notify Me of the Outcome?
Sako will contact you using your preferred method of communication, typically:
- Email: To your registered email address
- In-App notification: Through the Sako app
- Phone call: If you've provided a phone number and requested phone contact
If our response to your complaint is not in your favor, we will write to you to explain the reasons for our decision and provide you with information about your rights and next steps.
What If You're Not Satisfied With Our Response?
If you have raised your concerns with us and you are not satisfied with the outcome or believe we have not resolved your complaint fairly, you have several options:
United States Customers
For customers using services provided by Sauki Inc:
- Consumer Financial Protection Bureau (CFPB)
- Your state's Attorney General office
- Better Business Bureau
European Union Customers
For customers using services provided by Sauki SAS (France):
- Your national financial services ombudsman
- European Consumer Centre in your country
- Local consumer protection authorities
African Customers
For customers using services provided by Sauki SAS (Niger):
- Central Bank of West African States (BCEAO) for financial services
- Local consumer protection agencies
- Regional financial services authorities
Important Note
These external dispute resolution services are typically free of charge. However, please note that they are bound by certain rules and your complaint may or may not fall within their jurisdiction. We recommend checking their eligibility criteria before submitting a complaint.
Contact Information
For complaints and dispute resolution, please contact us at:
Our Commitment
We are committed to providing excellent customer service and resolving any issues you may have with our Sako services. Your feedback helps us improve our services for all users. We take every complaint seriously and will work diligently to address your concerns in a fair and timely manner.
