Complaints Procedure

Last updated: 13 September 2026 · Version: 1.1

Operator: Elexbig (“Elexbig”, “we”, “us”, “our”)

Elexbig is committed to providing a fair, transparent, and accessible complaints process for everyone who uses our marketplace. If something has not gone as expected, we want to hear from you and give you an opportunity to have the matter reviewed and resolved fairly.

This procedure applies to formal complaints from Buyers, Vendors, and other users of the Elexbig platform. It operates alongside our Buyer Protection, Returns & Refunds, Vendor Policies, Privacy Policy, and other dispute-resolution processes.

1. What Is a Formal Complaint?

1.1 A formal complaint is an expression of dissatisfaction about Elexbig’s services, decisions, policies, processes, or conduct that you want us to formally investigate and respond to.

1.2 A formal complaint is different from:

• A general customer-service enquiry
• A request for help with an order
• A return or refund request
• A product or delivery issue that can be resolved through our normal customer-support process
• A complaint specifically concerning a Vendor or transaction that is already being handled through our dispute-resolution process

Where possible, we will first attempt to resolve ordinary customer-service issues through our normal support channels.

1.3 Examples of matters that may be appropriate for the formal complaints process include:

• Concerns about how a dispute or complaint was handled
• Concerns about the application of Elexbig policies
• Concerns about the conduct of Elexbig staff or representatives
• Concerns about Vendor management or enforcement
• Concerns about how personal information has been handled
• Repeated or systemic problems with the Elexbig platform or services
• Concerns about an Elexbig decision that you believe was unfair or incorrect

2. How to Lodge a Formal Complaint

Step 1: Contact Elexbig Directly

2.1 You may lodge a formal complaint through our customer-support channels.

Email:support@elexbig.com

Subject:Formal Complaint – [Brief Description]

You may also contact us through the support/chat function available on the Elexbig platform.

2.2 Your complaint should include, where applicable:

• Your full name
• The email address or phone number associated with your Elexbig account
• Your order number, if applicable
• A clear description of the issue
• Relevant dates and details
• The name of the Vendor involved, if applicable
• The outcome you are seeking
• Supporting evidence such as screenshots, photographs, receipts, messages, or other relevant documentation

Providing complete information helps us investigate your complaint more efficiently.

2.3 You do not need to use any particular legal wording to make a complaint. Clearly explaining what happened and why you are dissatisfied is sufficient.

3. Acknowledgement of Your Complaint

3.1 We aim to acknowledge formal complaints within 2 business days of receiving them.

3.2 Where appropriate, our acknowledgement may:

• Confirm that we have received your complaint
• Provide a complaint reference number
• Identify the team responsible for reviewing the matter
• Explain the next steps
• Provide an estimated timeframe for a response

If additional information is required, we may contact you for clarification or supporting evidence.

4. Investigation and Resolution

4.1 Elexbig aims to resolve formal complaints within 10 business days after receiving sufficient information to investigate the matter.

4.2 Depending on the nature of the complaint, our investigation may include:

• Reviewing relevant account and transaction records
• Reviewing order information and communications
• Reviewing messages between Buyers and Vendors
• Reviewing photographs, screenshots, receipts, or other evidence
• Consulting relevant Elexbig team members
• Contacting the Vendor or other party involved
• Applying relevant Elexbig policies and applicable Nigerian laws and regulations

4.3 We may request additional information from you or another party where necessary to properly investigate the complaint.

4.4 Some complaints may require more time because of their complexity, the number of parties involved, the amount of evidence that must be reviewed, or the need to obtain information from third parties.

Where we cannot resolve a complaint within our initial target timeframe, we will provide an update and, where reasonably possible, an estimated timeframe for completion.

4.5 Our response may explain:

• What we found
• Whether the complaint was upheld, partially upheld, or not upheld
• The reasons for our decision
• Any action we intend to take
• Any remedy or resolution available to you
• Any further escalation options available

5. Complaints Involving Vendors

5.1 Elexbig is a marketplace that connects Buyers with independent Vendors. Vendors are responsible for the products they list, the accuracy of their product information, fulfilment of orders, and other obligations applicable to their activities on the platform.

5.2 Where a complaint concerns a Vendor, Elexbig may investigate the matter and communicate with the Vendor where necessary.

5.3 Depending on the circumstances, Elexbig may take action against a Vendor in accordance with our Vendor Terms and policies. Such action may include:

• Requesting additional information or evidence
• Requiring corrective action
• Restricting certain Vendor activities
• Removing or restricting listings
• Suspending a Vendor account
• Terminating a Vendor's access to the Elexbig marketplace

5.4 We may not disclose confidential information about actions taken against another user or Vendor where doing so would breach privacy, confidentiality, security, or other legal obligations.

6. Escalation Within Elexbig

6.1 If you are dissatisfied with our response to your formal complaint, you may request an internal review.

You should reply to our complaint response and clearly state that you wish to escalate the complaint.

6.2 Where reasonably practicable, the escalation will be reviewed by a person who was not directly responsible for the original decision or response.

6.3 The internal review will consider:

• Your original complaint
• The evidence provided
• Our previous response
• Any additional information you provide
• The relevant Elexbig policies and procedures

6.4 We aim to provide an outcome of an escalated complaint within 10 business days, although complex matters may take longer.

7. External Complaints and Regulatory Bodies

7.1 If you remain dissatisfied after exhausting our internal complaints process, you may contact the following external bodies:

Depending on the nature of the complaint, relevant Nigerian authorities may include:

Federal Competition and Consumer Protection Commission (FCCPC)

The FCCPC is Nigeria's principal federal agency responsible for consumer protection and competition matters.

Website:https://fccpc.gov.ng/

Consumers may contact the FCCPC where they believe their consumer rights have been violated or a matter cannot be satisfactorily resolved.

Nigeria Data Protection Commission (NDPC)

Where your complaint concerns the processing or handling of your personal data, you may have rights under applicable Nigerian data-protection laws and may contact the Nigeria Data Protection Commission.

Website:https://ndpc.gov.ng/

Other Appropriate Authorities

Depending on the circumstances, you may also have the right to contact another government agency, regulator, law-enforcement body, court, tribunal, or other competent authority.

Nothing in this complaints procedure limits your legal rights or prevents you from seeking independent legal advice.

8. Good-Faith Complaints

8.1 Elexbig encourages users to raise genuine concerns and complaints where they believe something has gone wrong.

8.2 Complaints should be made honestly and in good faith.

8.3 We may take appropriate action where complaints involve:

• Deliberately false information
• Fraudulent evidence
• Harassment or threats
• Abusive or discriminatory conduct
• Repeated complaints made solely to disrupt our services
• Attempts to misuse the complaints process for financial or other improper purposes

This does not prevent a user from making a genuine complaint simply because their previous complaint was unsuccessful.

9. Confidentiality and Privacy

9.1 We will handle complaints and the information provided in accordance with our Privacy Policy and applicable Nigerian data-protection requirements.

9.2 We may share relevant information with Vendors, service providers, payment providers, delivery partners, professional advisers, regulators, or other parties where reasonably necessary to investigate and resolve a complaint or where required or permitted by law.

9.3 We will take reasonable steps to protect personal information and limit access to complaint information to persons who need it for legitimate purposes.

10. Record Keeping

10.1 Elexbig may keep records of formal complaints, including:

• The nature of the complaint
• Relevant communications
• Evidence provided
• Investigation steps
• The outcome
• Any corrective or remedial action taken

10.2 Complaint records may be used to identify recurring problems, improve our marketplace, improve customer and Vendor experiences, and meet applicable legal and regulatory obligations.

10.3 Complaint records will be retained in accordance with our Privacy Policy, applicable legal requirements, and our internal record-retention practices.

11. No Waiver of Legal Rights

11.1 This complaints procedure is intended to provide a practical way for users to raise concerns with Elexbig.

11.2 Nothing in this procedure:

• Removes or limits any rights you may have under applicable Nigerian law
• Prevents you from contacting a relevant regulator or government authority
• Prevents you from seeking independent legal advice
• Prevents either party from taking legal action where legally permitted

Contact

To lodge a formal complaint or ask questions about this procedure:

Email:support@elexbig.com

Subject:Formal Complaint

You may also contact Elexbig through the customer-support/chat facility available on the Elexbig platform.

We encourage you to provide as much relevant information as possible so that we can properly investigate and respond to your complaint.