Complaints and Escalation

Last updated: 23 October 2026

Stop a subscription now

You do not need to make a complaint to stop a service. You can end any recurring Venix subscription straight away, for free:

• send the stop keyword shown when you subscribed to the same short code;
• dial *305# on your network to view and cancel all your value added service subscriptions;
• call +234 802 593 4298 or email hello@venixpartners.com.

To block unsolicited promotional messages on any Nigerian network, text STOP to 2442.

How to complain

Complaints are free and you can use any of these channels:

• Email: hello@venixpartners.com
• Phone: +234 802 593 4298, Monday to Friday, 9:00am to 5:00pm
• Post or in person: Venix Partners Limited, 35 Yesufu Sanusi Street, Off Adeniran Ogunsanya, Surulere, Lagos
• The support channel shown on the Venix platform you use

You can complain yourself or ask someone to complain for you. If you need help because of a disability, age or any other reason, tell us and we will help you record it. There is no form to fill in.

What to tell us

Whatever you have to hand helps: your name, the phone number or account involved, the service name, the date and time, any transaction reference or amount, what went wrong and how you would like it put right. Screenshots are welcome. Never send passwords, one time codes or card PINs.

What happens next

• Acknowledgement. Phone and in person complaints are acknowledged on the spot. Emails and letters are acknowledged within 24 hours with a reference number, a summary and the expected resolution time.
• Resolution. We aim to fix simple issues at first contact. Otherwise we resolve within the deadline the NCC sets for that type of complaint. Where no shorter deadline applies, our target is 5 business days.
• Updates. If we need longer, we tell you why before the deadline passes and update you at least every 5 business days.
• Outcome. We explain our decision clearly, and in writing when you ask or when a charge is disputed, with any refund, reversal or credit due.
• Questions about a service, such as prices or terms, are answered within 96 hours.

Wrong charges and refunds

If you were charged after cancelling, charged twice, charged without agreeing, or charged for content that never arrived, we refund, reverse or credit the amount once it is verified. While we investigate a genuine dispute about a charge, we will not suspend your service or pursue that amount.

If you are not satisfied

Ask for a review through the same channel, quoting your reference. A supervisor or our compliance officer will acknowledge it within 24 hours and give you a reviewed outcome within 5 business days.

Taking it further

If you are still unhappy after our response, or our deadline has passed, you can take the matter to the right regulator. Quote your Venix reference number.

• Telecom services, charges and subscriptions: the Nigerian Communications Commission, on its toll free consumer line 622 or through the consumer channels on ncc.gov.ng. If your complaint is still open 60 days after you first raised it, we will remind you of this right.
• Personal data: our Data Protection Officer at dpo@venixpartners.com first, then the Nigeria Data Protection Commission through ndpc.gov.ng.
• Other consumer issues: the Federal Competition and Consumer Protection Commission through fccpc.gov.ng.

Using any of these routes does not affect your other legal rights.

Our records

We keep every complaint, its outcome and the related billing and consent records for at least 2 years, and make them available to the NCC on lawful request. Full details are in our Consumer Code of Practice.

Contact

Questions about this page can be sent to hello@venixpartners.com or by post to Venix Partners Limited, 35 Yesufu Sanusi Street, Off Adeniran Ogunsanya, Surulere, Lagos, Nigeria.