Your Concern. Our Attention.
At Super Loans, complaints are treated as an important part of maintaining a secure, transparent and customer-focused lending service. This policy explains how customers can raise concerns and how complaints are handled.
Purpose of This Policy
This Complaints Policy provides a structured process for customers to raise concerns about Super Loans services, communications, loan applications, verification, repayment, disbursement or other aspects of their customer experience.
We use complaints to identify problems, investigate concerns and improve our processes where appropriate.
A complaint will be treated seriously and reviewed based on the information available, the relevant customer records, applicable agreements and applicable legal requirements.
What Is a Complaint?
A complaint is an expression of dissatisfaction regarding a Super Loans product, service, employee, representative, process or customer experience where the customer expects the concern to be addressed.
General questions, requests for information and ordinary customer-support enquiries may not be treated as formal complaints unless the customer clearly indicates that they wish to make a complaint.
What Can You Complain About?
Customers may raise concerns relating to any legitimate aspect of their interaction with Super Loans.
Loan Disbursement
Concerns regarding an expected loan disbursement, transaction status, delays or transaction information.
KYC Verification
Complaints about verification delays, document handling or difficulties completing KYC requirements.
Repayment
Concerns about repayment information, payment records, settlement figures or repayment instructions.
Fraud & Impersonation
Reports involving suspicious communications, unauthorized payment instructions or impersonation.
Customer Support
Concerns regarding communication, support responses or difficulty obtaining assistance.
Terms & Agreements
Questions or complaints concerning information contained in an applicable agreement or policy.
How to Submit a Complaint
Customers can submit complaints through the official Super Loans support channels published on our website.
Send your complaint to our official customer-support email address with sufficient details for us to identify your account or transaction.
Customers may contact our official WhatsApp support number for assistance and complaint submission.
Do not submit sensitive information to unofficial social media accounts, individuals or websites claiming to represent Super Loans.
Information to Include
Providing accurate information helps us investigate a complaint efficiently.
- Your full name.
- Email address associated with your Super Loans account.
- Application or loan reference number, where available.
- A clear description of the issue.
- Relevant dates and approximate times.
- Transaction hash or blockchain reference where relevant.
- Copies or screenshots of relevant communications, receipts or documents where appropriate.
- The outcome or resolution you are requesting.
Never include your password, wallet recovery phrase, private key or one-time verification code in a complaint.
Our Complaint Handling Process
Complaints are reviewed using a structured process designed to establish the facts and determine an appropriate response.
Complaint Received
We record the complaint and identify the relevant account, transaction, product or service.
Initial Assessment
We assess the nature and urgency of the complaint and determine what information may be required.
Investigation
Relevant records, communications, transactions and supporting information may be reviewed.
Resolution
Where appropriate, we explain the outcome and identify any available corrective action.
Escalation
Where a customer remains dissatisfied, the matter may be escalated through the appropriate internal review process.
KYC & Verification Complaints
Identity and document verification may take different amounts of time depending on the document type, issuing country, verification system and whether additional review is required.
Customers experiencing unusually long verification times should contact support with their application reference and the type of document submitted.
Document verification may typically take approximately 3 to 24 hours depending on the document type and issuing country or verification infrastructure. This is an indicative timeframe, not a guarantee.
Repayment Complaints
Customers who believe that a repayment has been incorrectly recorded, cannot identify a payment, or have questions about their repayment schedule should contact support promptly.
Helpful Information
- Loan reference number.
- Payment date.
- Amount paid.
- Payment method.
- Blockchain transaction hash where applicable.
Fraud & Impersonation Reports
Fraud-related reports should be treated as urgent. If you believe someone is pretending to represent Super Loans, contact us immediately through our official channels.
- Do not send additional funds.
- Do not share your password.
- Never share your wallet recovery phrase.
- Never disclose private keys.
- Never provide one-time verification codes.
- Preserve screenshots, wallet addresses and transaction hashes that may assist an investigation.
Super Loans will never ask you to disclose your cryptocurrency wallet recovery phrase, private key, password or one-time verification code.
Escalation
If you are dissatisfied with the initial response to your complaint, you may request that the matter be reviewed or escalated through the appropriate Super Loans support process.
An escalation request should explain why you believe the original response did not adequately address your concern and should include any additional information that may be relevant.
Where a complaint concerns a regulated financial service, consumer protection issue or other matter subject to mandatory legal procedures, additional complaint or external-dispute mechanisms may apply depending on the relevant jurisdiction.
Contact Super Loans
Customers can contact Super Loans using the official details published on our website.
Have a Complaint?
Tell us what happened, provide the relevant details and explain the outcome you are seeking. The more precise your information, the easier it is to investigate your concern.
Super Loans — Complaints Policy
This policy should be read together with the applicable
Terms & Conditions, Privacy Policy, Refund &
Cancellation Policy, Risk Disclosures and applicable loan
agreement.
Nothing in this policy is intended to remove or restrict any
rights or complaint procedures that apply under mandatory
law or regulation.
Customers should use official Super Loans communication
channels when submitting complaints or sharing sensitive
account information.
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