1. How to Lodge a Complaint
You can lodge a complaint by email, phone, written notice or through the platform. Please provide enough detail for us to investigate.
- Your full name and contact details.
- Your account or transaction reference, if available.
- A clear description of the issue and the outcome you are seeking.
- Copies of relevant documents, screenshots or communications.
2. Acknowledgement
We will acknowledge receipt of your complaint within 2 business days and provide a reference number where applicable.
- You will be told who is handling the complaint where possible.
- We may request additional information needed for review.
- Keep your complaint reference for follow-up.
3. Investigation
We will investigate the complaint fairly, review relevant records and contact parties involved where necessary.
- We may review account logs, transaction records, campaign documents and communications.
- We will handle complaints confidentially and objectively.
- Complex cases may require additional time or external input.
4. Resolution
We will communicate our findings and proposed resolution once the investigation is complete.
- Where the complaint is upheld, we will explain corrective action.
- Where it is not upheld, we will provide reasons for the decision.
- We may offer remediation, clarification, correction or process improvements where appropriate.
5. Escalation
If you are not satisfied with the outcome, you may request internal escalation or refer the matter to the appropriate regulator.
- You may request review by the Compliance Officer or senior management.
- Eligible matters may be escalated to the Securities and Exchange Commission of Ghana.
- We will provide escalation guidance where applicable.
6. Timeframes
We aim to resolve complaints promptly, but timing may depend on complexity, documentation and third-party involvement.
- Acknowledgement target: within 2 business days.
- Standard resolution target: within 15 business days where practicable.
- If more time is required, we will provide updates.
7. Feedback
We use complaint feedback to improve the platform, communication, controls and customer experience.
- Complaint trends may be reviewed by compliance and management teams.
- Feedback can lead to policy, training or process improvements.
- Users are encouraged to share constructive feedback even after resolution.
8. Record Keeping
We maintain complaint records, investigation notes, decisions and corrective actions in line with regulatory and operational requirements.
- Records support audit, compliance monitoring and service improvement.
- Complaint data is handled in accordance with our Privacy Policy.
- Records may be retained for legally required periods.
9. Contact Us
If you need assistance with a complaint or want to check the status of a case, contact our support team.
- Email: info@propartners.com.gh
- Phone: +233 30 272 9536
- Address: No. 113A Mbabane Avenue, East Legon, Accra.
We are here to help
Your satisfaction is important to us. We are committed to resolving your concerns fairly and transparently.