Complaints

If you are unhappy with our service, with a fee, or with how we have handled your information, tell us. A complaint costs nothing and does not affect your claim.

How to complain

Email info@claimsassistltd.com with the word "Complaint" in the subject line. Include your claim reference if you have one, what went wrong, and what you would like us to do about it.

What happens next

We will respond within 14 days, as our terms provide. We will tell you what we found and what we will do about it.

Complaints about an airline

A complaint about the airline itself — a refused refund, compensation not paid, lost baggage — is the claim we bring for you. It goes to the airline first and, if it stays unresolved, to the Nigeria Civil Aviation Authority's consumer protection directorate. You are free to complain to the airline or the NCAA yourself at any time, at no cost.

Complaints about your personal data

If your complaint is about how we have used your personal information and we have not resolved it, you can raise it with the Nigeria Data Protection Commission. How we handle your information is set out in our privacy policy.

What we cannot offer

We are not authorised by a financial regulator, so there is no ombudsman or compensation scheme to which a complaint about our service can be referred. If we cannot resolve a complaint between us, your remedies are those the general law gives you.