1. Our commitment
1.1 Smart Edge Tech Limited, trading as Lyonga, wants to put things right when they go wrong. This procedure explains how anyone can complain about Lyonga, including merchants, merchants' customers who paid through Lyonga, applicants and website visitors.
1.2 We will handle every complaint fairly, consistently and promptly, keep you informed, and treat your information confidentially in line with our Privacy Policy. Making a complaint is free.
1.3 Lyonga is operated in partnership with Lipila, a licensed payment service provider in Zambia. Where your complaint concerns a regulated payment service, we may share it with Lipila so that it can be dealt with properly.
2. If your complaint is about something you bought
2.1 If you paid a business through Lyonga and your complaint is about the goods or services, a refund or a delivery, please contact that business first, as it is responsible for your order. If it does not help, or your complaint is about the payment itself, complain to us. Our Refunds and Disputes policy explains this in more detail.
3. How to complain
3.1 You can complain in any of these ways:
- Online: use the complaint form on this page;
- Email: complaints@lyonga.com;
- Telephone: [Phone TBC], during business hours; or
- Post: Complaints, Smart Edge Tech Limited, [Registered address TBC], Lusaka, Zambia.
3.2 If you complain by telephone, we will write down the details and send you a written summary so you can check that we have understood it correctly.
3.3 You can ask someone else, such as a family member or adviser, to complain for you. We will need your permission before we discuss your personal information with them.
3.4 If you need help making a complaint, for example because of a disability, tell us and we will make reasonable adjustments.
4. What to include
4.1 To help us investigate quickly, please include:
- your name and how we can contact you;
- the name of the merchant or business involved, if any;
- the payment reference, date, amount and payment method, if your complaint is about a payment;
- what happened, and when;
- what you would like us to do to put things right; and
- copies of any receipts, messages or other documents that support your complaint.
4.2 Never send us your PIN, password or full card number. We will never ask for them.
5. What happens next
5.1 Acknowledgement. Our target is to acknowledge your complaint within 2 business days of receiving it. We will give you a complaint reference (for example CMP-XXXXXXXX) and the name or team handling it. If you use the online form, you will see your reference straight away.
5.2 Investigation. We will look at the facts, check our records, and where relevant ask the merchant, Lipila or the payment provider for information. We may contact you for more details.
5.3 Response. We aim to resolve complaints within 15 business days of receiving them. If a complaint is complex or depends on a third party, such as a payment provider, it may take longer. In that case we will write to you before the 15 business days end, explain why, and tell you when we expect to respond.
5.4 Our final response will explain what we found, what we will do to put things right, if anything, and how you can escalate the complaint if you are not satisfied. A “business day” means any day other than a Saturday, Sunday or public holiday in Zambia.
6. Escalating your complaint within the company
6.1 If you are not happy with our response, or with how your complaint is being handled, you can ask for it to be reviewed. Reply to our response or email complaints@lyonga.com, quoting your complaint reference and explaining why you are not satisfied.
6.2 A senior manager who was not involved in the original decision will review your complaint and send you a final response. We aim to do this within 15 business days of your request.
7. Escalating your complaint outside the company
7.1 If you remain unhappy after our final response, or we have not responded within the target times above, you may be able to take your complaint to an external body:
- Payment services: for complaints about payment services, you may escalate to the Bank of Zambia through its consumer protection and complaints channels.
- Personal data: for complaints about how your personal data has been handled, you may complain to the Office of the Data Protection Commissioner.
- Consumer matters: for complaints about goods or services bought from a merchant, you may contact the Competition and Consumer Protection Commission.
7.2 These bodies usually expect you to have given us the chance to resolve your complaint first. Using our complaints procedure does not affect your right to go to a regulator or to court.
8. How we use complaints
8.1 We record every complaint and review them regularly to find and fix the underlying causes. We may report information about complaints to Lipila and to regulators where we are required to.