How to Report a Loan App to CBN and FCCPC: A Step-by-Step Guide

Three months ago, I helped my younger cousin report a loan app that sent threatening messages to everyone in her contact list.

She’d borrowed ₦15,000 and repaid ₦18,500, but the app claimed she still owed ₦22,000 in “processing fees.”

The harassment didn’t stop until we filed formal complaints with both the Central Bank of Nigeria (CBN) and the Federal Competition and Consumer Protection Commission (FCCPC).

Within two weeks, the messages stopped completely.

If you’ve been harassed by calls or texts to your family, charged hidden fees that weren’t in your agreement, or had your personal photos threatened for public exposure, you’re not the only one.

You can report predatory loan apps to Nigeria’s financial regulators, and this guide shows you exactly how to do it.

This article guides you through the complete reporting process, which regulator handles your specific issue (CBN vs. FCCPC), what evidence you need to build a strong case, and the exact steps to file your complaint online or by letter.

I’ve broken down the official procedures, included direct links to complaint portals, and explained what happens after you report.

By the end, you’ll know how to take legal action against any digital lender violating Nigerian consumer protection laws.

Before you read further, note that the CBN oversees lending licenses and interest rate compliance, while the FCCPC handles matters such as harassment, data privacy breaches, and unfair practices.

Most harassment cases require reporting to the FCCPC first, but serious violations (like operating without a license or charging 200% interest) go to the CBN.

You may need to report to both agencies, and I’ll show you when and why.

Before You Report: Know Who Regulates What

Most people waste time reporting to the wrong agency because they don’t understand how Nigeria’s financial regulation is split.

I’ve seen borrowers send harassment evidence to the CBN when the FCCPC is the right channel, then wait weeks for a response that never comes.

The truth is, both regulators have power over loan apps, but they handle completely different violations.

The Central Bank of Nigeria (CBN) is the primary regulator for matters involving lending licenses, interest rates, and determining whether a lender is authorized to operate.

The CBN is the gatekeeper. It determines who is eligible to lend money in Nigeria and the rules that lenders must follow.

If a loan app charges 50% monthly interest or operates without proper authorization, that’s a CBN issue.

The Federal Competition and Consumer Protection Commission (FCCPC), on the other hand, protects you from abusive business practices, such as harassment, threats, data privacy violations, and unfair contract terms.

The FCCPC doesn’t care if a lender has a CBN license or not. If they’re calling your pastor at 2 AM or posting your photo on social media, that’s an FCCPC violation, and the commission has shut down apps for exactly this behavior.

You can report to both agencies for the same loan app if multiple violations exist.

For example, if an app is charging 100% annual interest (CBN issue) and also sending defamatory messages to your employer (FCCPC issue), file two separate complaints.

The agencies coordinate, but each one investigates its own jurisdiction. I’ve seen cases resolved more quickly when borrowers report to both regulators simultaneously, using the same evidence.

One mistake to avoid is assuming that because an app claims to be “CBN-registered,” the FCCPC can’t touch it.

Registration status doesn’t exempt any lender from consumer protection laws.

The FCCPC has sanctioned CBN-licensed institutions for harassment, and they will act on your complaint regardless of the app’s credentials.

When to Report to the Central Bank of Nigeria (CBN)

Report a loan app to the CBN when the violation involves the lender’s legal right to operate or how they calculate your debt.

The CBN’s Consumer Protection Department focuses on four categories of complaints, and knowing these categories helps you frame your report correctly.

Operating without a valid license: If you discover the loan app isn’t listed on the CBN’s approved lenders directory, which is published quarterly on the CBN website, that’s an immediate red flag.

The CBN requires all digital lenders to hold either a microfinance bank license or operate under a licensed financial institution.

In 2023, the CBN revoked licenses for 18 apps operating illegally, indicating that this violation carries significant enforcement weight.

Violating interest rate caps: The 2022 CBN circular capped interest rates for digital lenders at specific thresholds (typically around 30% annually for microfinance institutions, although exact rates vary by license type).

If your loan agreement shows an annual interest rate of 200% or the app is compounding fees weekly to inflate your balance, the CBN classifies this as exploitative lending.

I’ve personally seen the CBN force lenders to refund excess interest charged above regulatory limits.

Unethical debt recovery by a licensed entity: This one overlaps with FCCPC territory, but if the harassing lender holds a CBN license, you should also report it to the CBN.

The 2023 Consumer Protection Framework explicitly bans lenders from contacting third parties (your family, employer, or contacts) without your written permission. Violations can result in fines up to ₦10 million per incident for licensed institutions.

Suspected money laundering or fraud: If the app is requesting unusual payments to foreign accounts, asking you to recruit other borrowers for commission, or showing signs of a Ponzi structure, the CBN’s Financial Intelligence Unit investigates. This is rare, but critical when it happens.

The CBN typically responds within 14 to 21 business days with an acknowledgment, though full investigations can take 60 to 90 days depending on complexity. If your issue falls into any of these four categories, the CBN is your primary enforcement channel.

When to Report to the FCCPC

Report the loan app to the FCCPC when the lender’s behavior crosses into harassment, privacy invasion, or deceptive practices.

The FCCPC responds to consumer complaints more quickly than the CBN, in my experience, often within 7 to 14 days for urgent harassment cases.

Harassment, threats, or defamation: If the loan app is sending insulting messages (“deadbeat,” “thief”), threatening to publicly shame you, or calling your contacts with false claims that you’re a criminal, that’s textbook harassment under the FCCPC Act.

I helped a teacher report an app that sent a message to her school’s WhatsApp group claiming she stole money. The FCCPC issued a cease-and-desist within 10 days, and the app was fined.

Data privacy violations: When a loan app accesses your contact list, photos, or SMS without explicit permission in the loan agreement, or when it shares your information with third parties for marketing purposes. In such cases, it has violated Nigeria’s data protection framework, enforced by the FCCPC.

Many apps bury permission requests in tiny print, but the FCCPC’s 2023 guidelines require clear, separate consent for each type of data access. If you never explicitly agreed to access to the contact list, you have solid grounds for a complaint.

Unfair contract terms and hidden fees: The FCCPC handles complaints about deceptive pricing, such as “processing fees” that appear only after you’ve been approved, or contract terms that allow the lender to unilaterally change your interest rate.

One common trick the loan apps use is that they advertise “0% interest” but charge 15% in “service fees” and “insurance.” The FCCPC classifies this as misleading advertising.

Bullying and psychological coercion: This includes threatening to call your workplace, claiming they’ll report you to EFCC (Economic and Financial Crimes Commission) for a civil debt, or sending messages designed to shame you.

The FCCPC specifically prohibits “unconscionable conduct” by businesses, and debt collection harassment falls squarely under this category.

Unlike the CBN, the FCCPC doesn’t care whether the lender is licensed or not.

They regulate all businesses operating in Nigeria, including completely illegal loan apps that operate without registration.

This makes the FCCPC your most powerful tool against underground lenders who aren’t even on the CBN’s radar.

One advantage the FCCPC has is that it actively uses social media. Tagging @fccpcnigeria on Twitter/X with evidence of harassment often triggers faster review than the formal complaint process, though you should still file the official report for documentation.

Step 1: Gather All Necessary Evidence

Filing a complaint without evidence is like showing up to court with a story but no proof.

I learned this the hard way in 2021 when I tried to report a loan app on behalf of a friend who’d deleted all the threatening messages because they were “too stressful to look at.”

The CBN acknowledged the complaint but closed it within three weeks, citing insufficient documentation as the reason. We had to start over, and by then, the harassment had intensified.

Strong evidence transforms your complaint from a he-said-she-said dispute into a documented case that regulators can act on immediately.

The CBN and FCCPC both require specific types of proof to validate your claims, and the quality of your evidence directly impacts how seriously they treat your report.

You need three categories of documentation, like digital evidence (screenshots, recordings), document evidence (contracts, statements), and a clear timeline that shows the pattern of violations.

Before you start gathering evidence, create a dedicated folder on your phone or computer labeled with the loan app’s name and today’s date.

Every piece of evidence should include a timestamp, and the materials should be organized chronologically.

This might sound tedious, but regulators process hundreds of complaints monthly, and well-organized evidence gets faster action.

Capture everything as it happens, not after the fact. Once you’ve reported the app, they may delete messages, deactivate accounts, or claim the evidence was fabricated.

I’ve seen apps suddenly “lose” all records of a borrower’s account once a formal complaint is filed. Your screenshots and saved documents become the only proof that violations occurred.

One critical detail that people often overlook is that the evidence must demonstrate a clear link between the violation and the specific loan application.

If you screenshot a threatening message, make sure the app’s name, logo, or sender ID is visible in the image. Blurry screenshots or cropped images that remove identifying information significantly weaken your case.

Digital Evidence: Screenshots and Recordings

Digital evidence is your strongest weapon because it shows exactly what the loan app said or did, with timestamps that prove when violations occurred.

The CBN and FCCPC prioritize visual proof over written descriptions, so your screenshots and recordings carry more weight than any explanation you provide.

SMS and WhatsApp threats: Capture the full conversation thread, not just individual messages.

Scroll to include the sender’s name or number at the top, the message content, and the date/time stamp at the bottom.

If the app sent multiple messages over several days, take separate screenshots for each day to show the harassment pattern.

I recommend using your phone’s built-in screenshot function rather than third-party apps, because regulators sometimes question the authenticity of edited images.

For WhatsApp messages, tap and hold the threatening message, select “Info,” and screenshot the delivery and read receipt details. This proves that the message was actually sent and read, which is crucial if the app later claims it was never delivered.

In-app loan terms and transaction history: Open the loan app and navigate to the ‘Loan Agreement’ or ‘Terms and Conditions’ section.

Screenshot every page, especially sections covering interest rates, fees, repayment schedules, and data permissions.

Many apps conceal exploitative terms in subsections labeled “Additional Charges” or “Other Fees,” so be sure to scroll through the entire agreement.

Next, take a screenshot of your full transaction history, showing all disbursements, repayments, and deductions.

If the loan app charged you ₦15,000 but your transaction history shows ₦22,000 in total deductions, that discrepancy is evidence of hidden fees.

Ensure that your screenshots display the app’s logo or name at the top of each screen.

Intrusive app permissions: Go to your phone’s Settings > Apps > [Loan App Name] > Permissions.

Screenshot showing the permissions the app requested and received: contacts, camera, SMS, photos, and location.

If the app accessed your contact list or photos without these being explicitly mentioned in your loan agreement, you have proof of unauthorized data harvesting.

The FCCPC considers this a serious violation under the 2023 data protection guidelines.

Call logs showing harassment frequency: Open your phone’s call log and filter or scroll to show all calls from the loan app’s numbers.

Screenshot the log showing date, time, duration, and frequency. If they called you 15 times in one day or contacted you repeatedly at 11 PM, the pattern constitutes harassment.

Some apps use multiple numbers to bypass blocking, so capture all numbers associated with the lender.

Recording threatening calls: If you live in a one-party consent state (Nigeria generally allows recording of your own conversations), use a call recording app to capture threats made verbally.

Apps like “Call Recorder – ACR” or your phone’s built-in recorder (available on many Android and iPhone models) work well.

Save recordings with clear filenames: “LoanAppName_Date_Time.mp3.”

Before relying on recordings, note that written threats (such as SMS and WhatsApp) carry more weight with regulators because they’re easier to verify and review.

Don’t edit or crop screenshots to “clean them up.” Regulators check for signs of manipulation, and even innocent cropping can raise doubts.

If a screenshot contains personal information you’re uncomfortable sharing (such as your full phone number), you can redact it later when submitting, but keep the original, unedited version for your records.

Document Evidence: Agreements and Correspondence

While digital evidence reveals what happened, document evidence establishes the contract terms and financial transactions that provide the context for violations.

These documents serve as the foundation of your case, showing what you agreed to versus what actually occurred.

The full loan agreement (Terms & Conditions): This is your most important document. Most loan applications require you to accept the terms before disbursement, typically by ticking a box or clicking “I agree.”

Return to the app and locate sections labeled “Terms of Service,” “Loan Agreement,” or “Terms & Conditions.” Download or screenshot the entire document, not just the summary page.

Pay special attention to sections covering interest rates, fees, repayment schedules, data usage permissions, and debt collection practices.

If the agreement states nothing about contacting third parties, but the loan app is calling your family, that constitutes a clear violation of their own stated terms.

If the agreement lists “5% processing fee” but you were charged 15%, you have documentary proof of contract breach.

Many apps send a confirmation SMS or email with a loan agreement attachment when you’re approved.

Search your SMS inbox and email for messages from the lender around your loan approval date. Save these messages and any PDF attachments.

If you’ve deleted them, check your email trash folder or SMS backup (some Android phones automatically back up SMS to Google Drive).

Bank statements showing deductions and payments: Request or download bank statements covering the period from your loan disbursement date to the present.

Highlight or annotate every transaction related to the loan: the amount disbursed into your account, all repayments deducted, and any “mysterious” charges labeled as processing fees, insurance, or service charges.

If your bank statement shows a total repayment of ₦ 18,000 but the loan app still claims you owe ₦10,000, that statement becomes evidence of either calculation errors or fraudulent balance inflation.

Banks usually allow you to download statements as PDFs directly from your mobile app under “Account Statements” or “Transaction History.”

Email correspondence with the lender: If you’ve emailed the loan app to dispute charges, request account details, or ask them to stop contacting your family, save those emails and their responses (or lack of response).

Email correspondence proves you attempted to resolve the issue directly before involving regulators, which strengthens your complaint.

Forward all relevant emails to a dedicated folder or label them clearly to ensure easy access.

If the lender responded with threats, dismissive language, or refused to address your concerns, that correspondence shows bad faith dealing. If they never responded at all after multiple emails, that demonstrates negligence.

Proof of identity and loan ownership: Include a copy of your government-issued ID (driver’s license, national ID, or international passport) and any loan reference number or account number provided by the loan app.

This proves you’re the actual borrower and have standing to file the complaint. Regulators won’t act on third-party complaints without clear authorization.

One critical tip I learned from a lawyer is to create a one-page summary document that lists all your evidence with brief descriptions.

Title it “Evidence Index” and write something like: “Screenshot 1: WhatsApp message from LoanApp threatening to call my employer, dated December 15, 2024.

Screenshot 2: Bank statement showing ₦18,000 repayment, dated December 20, 2024.”

This index helps regulators quickly understand what they’re looking at, and it shows you’re organized and serious.

Step 2: How to File a Formal Complaint with the CBN

The Central Bank of Nigeria operates a formal Consumer Protection Department that processes thousands of complaints annually against licensed financial institutions and digital lenders.

I filed my first CBN complaint in 2022 against a microfinance bank that was charging a 45% monthly interest rate (disguised as “administrative fees”), and the CBN responded within 18 days with a request for the lender to justify its rates.

Within 60 days, they’d ordered a refund of ₦87,000 in excess charges across multiple borrowers.

The CBN takes complaints seriously, but only if you follow their official channels and provide complete information.

Unlike the FCCPC, which sometimes acts on social media reports, the CBN requires formal documentation through its designated portal or by written letter.

They won’t respond to informal emails or phone calls without a proper complaint reference number.

What makes a CBN complaint effective is specificity and documentation.

Don’t write “this loan app is charging too much interest.” Instead, write “the loan app charged 200% annual interest, which violates the CBN’s 2022 circular limiting microfinance interest rates to 30% annually.

Attached is my loan agreement showing the rate and my bank statement showing total charges.” The more precise your complaint, the faster the CBN’s investigation moves.

One important expectation to set: the CBN doesn’t handle every complaint directly.

If your complaint involves a lender that’s not under their regulatory jurisdiction (like a completely illegal app with no license), they’ll refer you to the FCCPC or law enforcement.

This is why checking the CBN’s approved lenders list before filing saves time.

That said, reporting unlicensed lenders to the CBN still matters because it enables them to track illegal operators and coordinate enforcement with other relevant agencies.

The CBN processes complaints through two main channels: their online Consumer Protection Portal and formal written letters.

I’ll walk you through both methods, including exactly what information to include and where to send your complaint.

Using the CBN Consumer Protection Department Portal

The CBN’s online complaint system is the fastest and most trackable method for filing reports.

The portal generates an automatic reference number that you can use to follow up on your complaint status. Submissions are logged immediately into the CBN’s case management system.

Start by visiting the official CBN website at cbn.gov.ng. Hover over the “Supervision” menu at the top of the homepage and select “Consumer Protection” from the dropdown.

You’ll see a section titled “File a Complaint” or “Consumer Complaints Portal.” Click this to access the electronic complaint form.

Do not use third-party websites claiming to submit CBN complaints on your behalf; these are often scams that harvest your information without actually filing anything.

The complaint form has several required fields, and leaving any blank will delay processing. Here’s what the CBN asks for and what to write:

Personal Information Section: Enter your full legal name (as it appears on your government ID), phone number, email address, and residential address.

The CBN uses this information to contact you for follow-up questions or to notify you of investigation outcomes. Make sure your phone number and email are active and checked regularly.

Complaint Category: Select “Digital Lending” or “Microfinance Bank” depending on the lender’s type. If you’re unsure, choose “Other Financial Institution” and specify in the description.

This categorization helps the CBN route your complaint to the correct department.

Lender Information: Provide the loan app’s full registered name (not just the app name), any applicable license numbers, and contact information you have for them (including phone number, email, website, and app store link). Additionally, please include the date your loan was disbursed.

If the app operates under a parent company or a licensed institution, include that name as well.

For example, some apps, such as “QuickCash,” actually operate under the name “XYZ Microfinance Bank Limited.”

Detailed Complaint Description: This is the most important section. Write a clear, chronological narrative of what happened, using specific dates, amounts, and actions. Here’s a template structure that works:

“On [date], I borrowed ₦[amount] from [lender name] through their mobile app. The loan agreement stated [interest rate or terms from your screenshot]. However, I was charged [actual amount or rate], which violates [specific CBN regulation, if known]. Despite repaying ₦[amount] on [date], the lender claims I still owe ₦[amount] and has [describe violation: contacted my employer, charged unauthorized fees, etc.]. Attached are screenshots of the loan agreement, bank statements showing my repayments, and evidence of harassment. I request the CBN to investigate this lender’s licensing status and interest rate calculations.”

Keep your description between 200 and 500 words. Longer complaints often get skimmed, while very short ones lack the necessary detail.

Supporting Documents Upload: The portal allows you to attach up to 5 files (typically in PDF, JPG, or PNG format, with a maximum file size of 5MB each).

Upload your strongest evidence: loan agreement screenshots, bank statements, and one or two screenshots showing the clearest violation (like a message threatening to call your contacts).

If you have more than 5 files, combine related screenshots into a single PDF before uploading.

Name your files descriptively: “LoanAgreement_LenderName.pdf” and “BankStatement_RepaymentProof.pdf” instead of “IMG_001.jpg.” This helps CBN staff quickly identify documents.

Desired Outcome: The form will often ask what resolution you’re seeking. Be realistic and specific: “I request a refund of ₦[amount] in excess interest charges,” or “I request the CBN to investigate this lender’s licensing status and order them to cease harassment,” or “I request clarification on whether this lender is authorized to operate.” Don’t demand outcomes that the CBN can’t deliver, such as criminal prosecution (that’s not their mandate).

After filling out the form, review every field twice before clicking “Submit.” The portal will generate a complaint reference number (usually starting with “CPD” followed by numbers). Screenshot this reference number and save it immediately. You’ll need it to check your complaint status or follow up with the CBN.

The CBN typically sends an email acknowledgment within 3 to 7 business days, confirming receipt of your complaint. If you don’t receive this acknowledgment within 10 days, please call the CBN Consumer Protection Hotline at 0700 CALL CBN (0700 2255 226) or +234 1 462 7995 and quote the reference number provided, so they can verify if your complaint has been logged successfully.

One advantage of the online portal is that you can check the complaint status by logging back in with your reference number. The system displays updates such as “Under Review,” “Investigation Ongoing,” or “Resolved.” Full investigations typically take 30 to 90 days, depending on the complexity and whether the lender cooperates with the CBN’s inquiries.

Alternative: Writing a Formal Letter to the CBN

If you prefer a physical paper trail or don’t have reliable internet access to complete the online form, you can submit a formal written complaint by letter.

This method takes longer (due to mail delivery and manual processing), but it carries the same legal weight as online submissions.

Your letter should be addressed to:

The Director, Consumer Protection Department
Central Bank of Nigeria
Central Business District
Cadastral Zone, Abuja
Federal Capital Territory, Nigeria

Use a formal business letter format, including your full contact information at the top, the date, the recipient’s address, and a clear subject line. Here’s a structure that works:

Subject Line: “Formal Complaint Against [Lender Name] for [Primary Violation]”

Example: “Formal Complaint Against QuickLoan App for Unauthorized Interest Charges and Harassment”

Opening Paragraph: State who you are, that you’re filing a formal complaint, and briefly name the lender and primary violation.

Example: “I am writing to file a formal complaint against QuickLoan App (operated by ABC Microfinance Bank Limited) for charging interest rates exceeding CBN-approved limits and engaging in harassment through unauthorized contact with my family members.”

Body Paragraphs: Tell your story chronologically with specific details. Use the same structure as the online portal description: loan date, agreed-upon terms, actual charges, any violations, and the evidence you’re attaching. Break this into 2 to 3 paragraphs for readability.

Include phrases like “In violation of the CBN Consumer Protection Framework 2023” or “Contrary to the ethical debt collection guidelines issued by the CBN” if you know the specific regulations. This shows you’ve done your homework and aren’t just complaining emotionally.

Supporting Evidence Paragraph: List every document you’re attaching: “Enclosed please find: (1) Copy of loan agreement showing interest rate, (2) Bank statement showing repayment history, (3) Screenshots of threatening messages sent to my contacts, (4) Copy of my national ID for verification.”

Closing Paragraph: State clearly what you want the CBN to do: investigate, issue a warning, order a refund, or verify licensing status. Thank them for their attention and provide your contact information again.

Sign the letter by hand above your typed name. This adds authenticity and shows the complaint isn’t automated or mass-produced.

Make three copies of your letter and all attachments: one for the CBN, one for your personal records, and one as a backup.

Send the CBN’s copy via registered mail or a reputable courier service (such as DHL, FedEx, or a Nigerian courier) to ensure delivery confirmation. Keep the tracking number and delivery receipt as proof you submitted the complaint.

If you deliver the letter in person to the CBN’s Abuja office, request a stamped acknowledgment copy. The front desk should date-stamp your copy and provide a reference number. This acknowledgment proves that you filed on a specific date, which matters if the lender later claims you never officially complained.

One detail people forget: follow up after 21 days if you haven’t received a response. Call the Consumer Protection Department hotline and reference the date and subject line of your letter. Sometimes letters get misfiled, and a polite follow-up call ensures your complaint reaches the right desk.

Step 3: How to File a Formal Complaint with the FCCPC

The Federal Competition and Consumer Protection Commission is Nigeria’s most aggressive enforcer when it comes to loan app harassment and data privacy violations. In my experience helping borrowers file complaints, the FCCPC responds more quickly and decisively than the CBN, especially when evidence of harassment is clear and severe. I’ve seen them shut down loan apps within 30 days of receiving complaints backed by strong evidence.

What makes the FCCPC different is its multi-channel approach: it accepts complaints through its website, social media, toll-free lines, WhatsApp, and even walk-in submissions at its regional offices. This flexibility is crucial because harassment victims often require urgent intervention, not a 90-day investigation timeline. If a loan app is actively threatening you today, the FCCPC’s WhatsApp line can trigger a cease-and-desist order within 48 to 72 hours in extreme cases.

The FCCPC doesn’t just quietly investigate complaints. They name and shame violators publicly through press releases and social media, which creates immediate reputational pressure on loan apps to comply.

In March 2024, they published a list of 22 apps under investigation for harassment, and several apps voluntarily shut down within weeks because users stopped downloading them. This public enforcement approach gives your complaint more leverage than a private CBN investigation.

One critical advantage is that the FCCPC handles complaints against completely unlicensed operators.

While the CBN can only directly sanction institutions under its regulatory authority, the FCCPC can act against any business operating in Nigeria, licensed or not.

If you’re dealing with a shady loan app that’s not on any official registry, the FCCPC is your primary (and sometimes only) enforcement option.

The FCCPC prioritizes complaints involving vulnerable consumers, repeat offenders, and violations that affect multiple people.

If your complaint mentions that the loan app is harassing elderly parents, threatening job loss, or has victimized other borrowers you know, highlight this in your report. The FCCPC escalates cases with broader consumer harm.

Using the FCCPC’s Online Reporting Channels

The FCCPC’s official website, at fccpc.gov.ng, hosts its primary complaint portal, which is designed for speed rather than bureaucratic formality.

Unlike the CBN’s detailed form, the FCCPC wants core facts fast: who violated your rights, what they did, and what evidence you have.

Navigate to the homepage and look for the “Consumer Complaints” or “Report a Complaint” button, usually located prominently in the main menu or homepage banner.

Click this to access the complaint submission page. The FCCPC recently upgraded its portal in 2024 to handle higher volumes of digital lending complaints, so the interface is relatively modern and mobile-friendly.

The complaint form has fewer required fields than the CBN portal, but each field still matters:

Personal Details: Enter your full name, phone number (which they will likely call within 3 to 5 days), email address, and state of residence. The FCCPC organizes complaints regionally, so your state helps them route the case to the appropriate zonal office if in-person mediation becomes necessary.

Business/Service Provider Information: Write the loan app’s name exactly as it appears in your app store or loan agreement. Include any other names they use (many apps rebrand frequently to escape bad reviews).

Add their contact information, including the customer service number, email, website URL, and app store link (Google Play or Apple App Store). If you know the app’s parent company or registered business name, please include that as well.

The FCCPC maintains a Digital Processing Operator (DPO) registry for apps that have registered under their data protection framework.

If you know whether your lender is on this list, mention it. However, don’t worry if you’re unsure; the FCCPC will verify this during the investigation.

Nature of Complaint: The portal offers categories like “Harassment,” “Data Privacy Violation,” “Unfair Contract Terms,” “Defamation,” and “Misleading Advertising.” Select the primary violation first (usually harassment for loan app cases), but you can describe multiple violations in the detailed description section.

Detailed Description: This is where you tell your story. The FCCPC wants specifics: dates, actions, amounts, and impact. Here’s a template that triggers faster action:

“On [date], I borrowed ₦[amount] from [app name]. I repaid ₦[amount] on [date], but the app still claims I owe ₦[amount]. Since [date], they have: (1) Called my employer on [date] and falsely claimed I stole money, (2) Sent defamatory WhatsApp messages to 15 people in my contact list on [date], calling me a thief, (3) Accessed my photo gallery without permission and threatened to post my photos online on [date]. These actions violate the FCCPC’s guidelines on fair debt collection and data privacy. I have screenshots of all messages, call logs, and my bank statement, which prove full repayment. I request immediate intervention to stop this harassment.”

Notice the structure: loan facts first, then a numbered list of violations with specific dates, then a reference to FCCPC authority, then evidence mentioned, then a clear request. Keep this between 150 and 400 words. The FCCPC staff processes dozens of complaints daily, so clarity and brevity help your case get faster attention.

Upload Supporting Documents: The portal typically allows 3 to 5 file attachments. Prioritize your evidence: (1) screenshots showing the clearest harassment (threatening messages to third parties), (2) proof of repayment (bank statement), (3) loan agreement showing terms they violated. If your evidence exceeds the file limit, create a Google Drive or Dropbox folder with all documents, set it to “anyone with the link can view,” and paste that link in your complaint description.

Make sure your uploaded files are legible. Blurry screenshots or scanned documents that can’t be read will slow your case. If you’re uploading phone screenshots, avoid compressing them too much; keep the resolution high enough so that text remains sharp.

Desired Outcome/Relief Sought: The FCCPC asks what you want them to do. Be specific and reasonable: “I request the FCCPC to: (1) Issue an immediate cease-and-desist order to stop all contact with me and my family, (2) Investigate this app’s data collection practices, (3) Order a refund of ₦[amount] in unauthorized charges, (4) Publicly warn other consumers about this app’s practices.”

The FCCPC can issue fines up to ₦10 million for serious violations, suspend business operations, and refer cases to law enforcement for criminal prosecution. However, as a complainant, you won’t directly receive the fine money; fines go to the government. Your realistic outcomes are: harassment stops, refunds are ordered, the app is shut down or suspended, and other consumers are warned.

After submission, the portal generates a complaint tracking number (format varies, often “FCCPC/2024/[numbers]”). Save this immediately. The FCCPC sends an email confirmation within 24 to 48 hours, which is faster than the CBN. If you don’t receive confirmation within 3 days, call their main hotline to verify receipt.

One powerful feature the FCCPC offers is its “Report a Trade Practice” section, which specifically targets unfair business practices in digital markets. If your complaint involves multiple violations (harassment, hidden fees, and data misuse), you can file under this category to trigger a broader investigation that examines the app’s entire operation, not just your individual case.

The FCCPC’s investigation timeline is typically 21 to 60 days for straightforward harassment cases, though complex cases involving multiple borrowers or potential criminal activity can extend to 90 days. They often attempt mediation first, contacting both you and the lender to reach a settlement. If mediation fails or the lender refuses to cooperate, the FCCPC escalates to formal enforcement actions.

Engaging via FCCPC Social Media & Toll-Free Lines

For urgent harassment situations that require immediate intervention, the FCCPC’s social media channels and toll-free lines offer faster access than the formal portal.

I’ve personally seen the FCCPC respond to Twitter complaints within 2 hours when evidence of active harassment is clear and compelling.

Twitter/X Handle: The FCCPC’s official account is @fccpcnigeria. They actively monitor this account, especially during business hours (8 AM to 5 PM, Monday through Friday). To file a complaint via Twitter:

1. Tag @fccpcnigeria in a public tweet (not a DM initially)
2. Write a brief summary of your complaint in 280 characters: “I’m being harassed by [app name] despite full repayment. They’ve called my employer and sent defamatory messages to my contacts. I have evidence and need urgent help.”
3. Attach 1 to 4 screenshots showing the clearest violation (threatening messages work best)
4. Use relevant hashtags like #ConsumerProtection #StopLoanAppHarassment
5. State your state/location

The FCCPC typically responds publicly, asking you to DM them your contact information, then follows up within 24 to 72 hours. The advantage here is public pressure: once your complaint is visible on Twitter, the loan app often sees it too and may back off before the FCCPC even intervenes formally.

Avoid sharing overly personal information (such as full bank account numbers, your home address, or national ID number) in public tweets. Share just enough to establish the violation, then handle sensitive details through DMs or phone calls with FCCPC staff.

Toll-Free Hotline: Call 0800 888 5622 or 08056002020 (standard rates apply to the 0805 number). These lines connect you to the FCCPC’s Consumer Protection Division. When you call, have your evidence ready and be prepared to verbally explain your complaint clearly.

The staff will ask for your name and contact information, the business name (as listed on the loan application), what happened and when, what evidence you have, and what you would like the FCCPC to do.

They’ll create a complaint record over the phone and provide a reference number. Follow up by emailing your evidence to [email protected] with your reference number included in the subject line.

Phone complaints work best when you need to explain complex situations that are hard to capture in a form, or when you’re not comfortable with online submissions. The disadvantage is that phone complaints can take longer to process because staff must manually enter your information into their system.

WhatsApp Line: The FCCPC operates a WhatsApp number for consumer complaints: 0905 315 5522. This is particularly effective for harassment cases because you can forward threatening messages directly to the FCCPC through WhatsApp, preserving all metadata (timestamps, sender information).

To use the WhatsApp channel:

1. Save the number 0905 315 5522 in your phone as “FCCPC Complaints.”
2. Send an opening message: “Good morning, I need to report loan app harassment. May I proceed?”
3. Wait for their response (usually within business hours)
4. Once they acknowledge, send a brief written summary of your complaint
5. Forward the actual threatening messages from the loan app to this chat
6. Send photos of your bank statement or loan agreement if needed
7. The FCCPC will assign a handler who will guide you through the next steps

The WhatsApp channel is ideal for people who aren’t comfortable with formal writing or who have evidence primarily in message format. The FCCPC staff are generally patient and will ask clarifying questions if your initial report isn’t clear.

Email Submission: If you prefer to submit your complaint via email, please send it to [email protected] or [email protected]. Compose a formal email using the same structure as the online portal description, and attach the relevant evidence files. Use a clear subject line: “Formal Complaint: Harassment by [Loan App Name] Urgent.” The FCCPC responds to emails within 3 to 7 business days.

Walk-In Submissions: The FCCPC has zonal offices in Lagos, Abuja, Kano, Enugu, Kaduna, and Port Harcourt. If you live near one of these cities, you can visit the office in person to file your complaint and submit physical copies of evidence. Call ahead to confirm office hours (typically 9:00 AM to 4:00 PM, Monday through Friday) and ask which documents to bring.

One advantage of in-person filing is that you can speak directly with a consumer protection officer, who can explain the process, assess the strength of your evidence immediately, and sometimes facilitate same-day mediation calls with the lender if the violation is clear-cut.

Regardless of which channel you use, always get a reference number or confirmation.

Without this, you have no proof you filed, and following up becomes nearly impossible.

If you submit through multiple channels (for example, social media and the formal portal), please mention this to avoid duplicate case files. However, multiple submissions can actually expedite the process when harassment is severe and ongoing.

What Happens After You Report?

The most challenging aspect of filing complaints with the CBN or FCCPC isn’t the paperwork, but rather the waiting.

After I submitted my cousin’s complaint in 2022, we spent two weeks checking our email every few hours, wondering if the regulators were even reading the report or if the loan app would retaliate.

Understanding the typical timeline and process helps manage expectations and reduces anxiety during what’s already a stressful situation.

The truth is, regulatory investigations don’t move at the speed of social media.

While the FCCPC occasionally acts within 48 hours for severe harassment cases, most complaints follow a structured investigation process that takes 30 to 90 days from filing to resolution.

The CBN typically takes longer than the FCCPC because it investigates financial compliance issues that require a forensic review of lending practices, not just surface-level evidence of harassment.

What happens behind the scenes isn’t mysterious. Both regulators follow similar procedures: they acknowledge your complaint, verify the evidence you submitted, contact the lender for their side of the story, attempt mediation or settlement discussions, and then issue enforcement actions if violations are confirmed.

Your complaint triggers a formal case file that moves through various departments, each with specific responsibilities and timelines.

One thing that surprises people is that filing a complaint doesn’t automatically freeze your debt or stop collection activities immediately.

The loan app may continue attempting to collect (though ideally without further harassment) until the regulator issues a formal order.

This is why documenting any new violations after you file becomes important; continued harassment after you’ve reported strengthens your case and can trigger harsher penalties.

The outcome of your complaint depends on several factors, including the severity and clarity of the violation, the quality of your evidence, whether the lender cooperates with the investigation, and whether similar complaints have been made against the same app.

Repeat offenders face steeper penalties, so your complaint might be the final piece that prompts regulators to shut down an app that has accumulated dozens of violations.

Realistic expectations matter here. The CBN and FCCPC can order refunds, issue fines, suspend operations, and refer cases for criminal prosecution, but they can’t magically make your debt disappear if you legitimately owe money under valid loan terms.

Their job is to ensure lenders follow the law, not to erase lawful debts. If you borrowed ₦10,000 at a legal interest rate and agreed to repay ₦12,000, you still owe that amount even after reporting harassment. However, if excess charges violate regulations, you may be eligible for refunds for the illegal portions.

The Investigation and Mediation Process

Once your complaint is logged, both the CBN and FCCPC follow a structured investigation workflow that balances consumer protection with a fair hearing for the accused business.

The process isn’t adversarial like a court trial; it’s investigative and often aims for resolution through mediation rather than punishment.

Stage 1: Acknowledgment and Initial Review (3 to 10 days)

After you submit your complaint, the regulator’s consumer protection team conducts an initial review to verify:

• the complaint falls within their jurisdiction,
• you’ve provided sufficient evidence to warrant investigation,
•  the lender can be identified and contacted. During this stage, they may email or call you to ask for clarification or additional evidence if something in your submission is unclear.

The CBN sometimes closes complaints at this stage if the lender isn’t under their regulatory authority or if the issue is purely contractual (like disputing a loan you validly agreed to without regulatory violations). The FCCPC rarely dismisses complaints outright because its mandate for consumer protection is broader.

You’ll receive an acknowledgment email or SMS with your case reference number and the name of the officer or department handling your complaint.

Save this information. Some acknowledgments include an estimated timeline for next steps, though these are flexible depending on case complexity.

Stage 2: Evidence Verification and Lender Contact (10 to 30 days)

The regulator reviews your evidence in detail, checking timestamps, verifying screenshots aren’t manipulated, and confirming that the violations you described actually occurred based on the proof you provided.

They may cross-reference your complaint against other reports filed against the same lender to identify patterns.

Next, they contact the loan app through official channels, using a registered email, phone, or formal letter sent to their registered business address.

The lender receives a “Notice of Complaint” that outlines the allegations, includes copies of the evidence, and requests their written response within a specified timeframe (usually 14 days for FCCPC and 21 days for CBN).

The lender’s response typically includes: their version of events, copies of the loan agreement showing what you signed, their records of repayment and charges, and their defense against specific allegations (for example, claiming they only contacted your employer because you listed them as a reference, or disputing that threatening messages came from their system).

This is where strong evidence matters most. If your screenshots clearly show harassment but the lender claims those messages are fake or came from scammers impersonating them, the regulator examines metadata, checks if the sender numbers match the lender’s registered contact information, and may request technical verification.

Some lenders don’t respond at all, hoping the complaint disappears.

Non-response works against them because regulators interpret silence as admission or lack of cooperation, which escalates enforcement.

Stage 3: Mediation Attempt (20 to 45 days)

If your evidence is solid and the lender admits to at least some violations, both regulators typically attempt mediation before moving to penalties.

A consumer protection officer steps in to facilitate discussions (usually via phone or email, occasionally in person) aimed at reaching a settlement.

During mediation, the regulator may propose outcomes like: the lender stops all harassment immediately and deletes your contact information from their recovery systems, you receive a refund of excess charges determined to be illegal, the lender corrects your account balance to reflect actual repayment under legal terms, the lender issues a formal apology (rare but happens), or you agree to repay remaining valid debt on a revised schedule without harassment.

The mediation isn’t binding on you. If the lender offers a settlement you find inadequate, for example, they offer to refund ₦5,000 when you proved ₦15,000 in illegal charges, you can reject it and request the regulator continue to formal enforcement.

However, if the regulator believes the settlement is fair based on the evidence, they may close the case after documenting the terms of the settlement.

One scenario I’ve seen repeatedly is the lender suddenly claiming that your account was “flagged in error” and offering to write off the entire remaining balance if you withdraw your complaint.

This happens when they realize the regulatory penalties (up to ₦10 million fines plus reputational damage) far exceed their individual debt.

You’re not legally required to withdraw complaints even if they resolve your personal situation, but many people do because their primary goal, which is stopping harassment, is achieved.

Stage 4: Enforcement Action (45 to 90 days)

If mediation fails, the lender refuses to cooperate, or the violations are severe enough to warrant public penalties, the regulator moves to enforcement. The CBN and FCCPC have different enforcement tools:

CBN enforcement options:

• Issue formal warnings to licensed institutions
• Impose fines ranging from ₦100,000 to ₦10 million depending on violation severity
• Suspend or revoke lending licenses
• Order refunds to affected consumers
• Publish the lender’s name on a public violation list
• Refer cases to law enforcement (EFCC, Nigeria Police) for criminal investigation if fraud is suspected

FCCPC enforcement options:

• Issue cease-and-desist orders (immediate stop of specific practices)
• Impose fines up to ₦10 million per violation
• Order public apologies or corrective advertising
• Suspend business operations entirely
• Publish names of violators in national newspapers and online
• Coordinate with Google and Apple to remove apps from app stores
• Refer cases to law enforcement for criminal prosecution

Both agencies publish quarterly or annual reports listing enforcement actions, fines issued, and businesses sanctioned. Your complaint might be anonymized and included in these public reports as a case study, which helps warn other consumers.

The strongest enforcement happens when multiple complainants report the same lender for similar violations.

If your complaint is one of 50 against the same app, the regulator often fast-tracks to suspension or shutdown rather than attempting mediation.

This is why even if your personal harassment stops, completing the complaint process helps protect other borrowers.

Stage 5: Follow-Up and Compliance Monitoring (Ongoing)

After enforcement actions are issued, regulators monitor whether lenders comply with the requirements.

If a lender was ordered to refund you ₦20,000 but doesn’t, you report this non-compliance using your original case reference number.

Non-compliance with regulatory orders can trigger contempt penalties, additional fines, or immediate license suspension.

The FCCPC sometimes conducts follow-up calls or emails to complainants 30 to 60 days after case closure, asking, “Did the harassment stop?” Did you receive the ordered refund? Are you satisfied with the outcome? Your feedback helps them track whether enforcement is effective or if further action is needed.

Throughout all these stages, check your email and phone regularly. Regulators close cases if they can’t reach you for follow-up questions or verification.

If you change your phone number or email after filing, notify them immediately using your case reference number.

Protecting Yourself During the Process

Filing a complaint is your right, but it doesn’t guarantee the loan app will stop harassing you immediately while the investigation proceeds.

Some apps escalate harassment after it has been reported, either out of retaliation or desperation. Here’s how to protect yourself during the 30 to 90-day period between filing and resolution.

Document every new incident meticulously: If the loan app contacts you after you’ve filed your complaint, take a screenshot and save all relevant information.

Each new violation strengthens your case and can trigger contempt charges against the lender for continuing prohibited behavior during an active investigation.

When reporting new incidents, reference your original complaint number and include the following statement: “Follow-Up Evidence: New Violation on [date].”

I’ve seen the FCCPC issue emergency cease-and-desist orders within 72 hours when complainants provide evidence that the harassment intensified after they filed. The regulators take retaliation seriously because it undermines the entire complaint process.

Block the loan app’s numbers and email addresses: Once you’ve filed your complaint, you’ve established an official communication channel through the regulator.

You’re no longer required to respond directly to the lender. Block all known numbers, email addresses, and in-app messaging. If they need to reach you legitimately, they can do so through the CBN or FCCPC mediator.

Some people worry that blocking the lender will hurt their case or seem uncooperative.

The opposite is true: blocking shows you attempted to stop harassment through available means.

Just keep records of the blocked numbers (screenshot your blocked contacts list) in case the lender claims they tried to reach you for legitimate purposes.

Inform your contacts if harassment continues: If the loan app contacted your family, employer, or friends before you filed, warn them that a formal investigation is underway and they should ignore any further contact from the lender.

Give them the loan app’s name and your complaint reference number so they can report continued harassment directly to the FCCPC.

Some apps stop harassing borrowers but continue harassing their contacts, thinking this creates pressure without leaving evidence against them directly. This backfires because third-party contacts can file independent complaints, multiplying the regulatory scrutiny.

Never pay unverified debts under pressure during investigation: If the loan app claims you still owe money and demands immediate payment to “close the case,” do not pay without verifying the amount through your own records or through the regulator handling your complaint.

Some predatory lenders use the investigation period to extract final payments by falsely claiming that making a payment will cause the investigation to disappear.

The truth is, your complaint doesn’t go away just because you pay.

Once filed, the regulator investigates whether violations occurred, regardless of your current payment status.

If you owe a legitimate debt and want to repay it to close your account, coordinate payment through the mediation officer handling your case so that there’s official documentation.

Maintain professional and responsive communication with regulators: When the CBN or FCCPC contacts you for clarification, respond within 48 hours, if possible.

If you miss their call, return it on the same business day. Regulators handle dozens of cases simultaneously, and those with unresponsive complainants receive lower priority.

Be polite even if you’re frustrated with timelines; the officers processing your complaint aren’t responsible for the slow pace of bureaucracy.

If you haven’t heard anything for 30 days after acknowledgment, follow up using your reference number.

Call or email asking: “I filed a complaint [reference number] on [date] regarding [lender name]. Could you provide an update on the investigation status?” This gentle nudge often moves stalled cases forward without seeming demanding.

Understand your legal rights as a borrower: Filing a complaint doesn’t erase legitimate debt, but it does establish that you’re addressing violations through proper channels.

Under Nigerian consumer protection law, lenders are prohibited from suing borrowers for debt collection while a regulatory complaint is actively under investigation, without first notifying the investigating regulator.

If you receive a court summons during an active investigation, immediately inform the CBN or FCCPC officer handling your case.

You also have the right to dispute any debt you believe is inflated by illegal charges.

The burden shifts to the lender to prove their calculations are lawful once you’ve filed a formal complaint with evidence.

Don’t let lenders intimidate you into thinking that filing a complaint is “interfering with debt collection.” You’re exercising legal consumer protection rights.

Consider parallel actions if harassment is severe: If the loan app’s behavior crosses into criminal territory, such as blackmail (threatening to release private photos unless you pay), extortion (demanding money through threats), or defamation (publishing false claims that damage your reputation), you can file a police report in addition to your CBN/FCCPC complaints.

Take your complaint reference numbers and evidence to your local police station and report the criminal aspects of the matter.

The police handle the criminal investigation while regulators handle the licensing and consumer protection aspects.

These processes run parallel and actually strengthen each other because regulators often refer cases to the police when criminal activity is evident.

If you feel physically unsafe due to threats from the loan app or their representatives, document this specifically in a follow-up to your complaint and consider applying for a restraining order through your local magistrate’s court.

Regulatory complaints address business violations, but personal safety threats require immediate intervention by law enforcement.

Frequently Asked Questions

How long does it take for CBN or FCCPC to respond to a complaint?

The FCCPC typically acknowledges complaints within 24 to 48 hours via email or SMS, although a full investigation and resolution can take 21 to 60 days, depending on the case complexity.

The CBN typically acknowledges receipt within 3 to 7 business days, with full investigations taking 30 to 90 days.

Can I report a loan app anonymously?

No, you cannot file anonymous complaints with either the CBN or FCCPC. Both regulators require your full name, contact information, and often identification documents to verify you’re a legitimate complainant with standing to file.

What if the loan app is not on the CBN or FCCPC list?

If the loan app isn’t on the CBN’s approved lenders list or the FCCPC’s Digital Processing Operator (DPO) registry, you should still report them.

In fact, this makes reporting even more important. Operating without proper registration is itself a serious violation that regulators want to be aware of.

Will reporting affect my chances of being blacklisted by other loan apps?

No, reporting a predatory loan app to the CBN or FCCPC will not get you blacklisted in credit bureaus or prevent you from accessing legitimate loans in the future. This is one of the most common fears borrowers express, and it’s largely unfounded based on how Nigeria’s credit reporting system actually works.

Do I need a lawyer to report a loan app?

No, you do not need a lawyer to file complaints with the CBN or FCCPC. Both agencies designed their complaint processes to be accessible to ordinary consumers without the need for legal representation. The forms are easy to fill out, the evidence requirements are clear, and thousands of Nigerians successfully file complaints every year without hiring attorneys.

Conclusion

Reporting a predatory or non-compliant loan app is about protecting yourself and contributing to a safer digital lending environment for every Nigerian borrower.

When I helped my cousin file her complaints in 2022, I didn’t realize that her case would be one of 47 complaints filed against the same app within two months.

The FCCPC shut them down permanently, preventing thousands of other people from experiencing the same harassment she endured.

The process outlined in this guide provides a clear path for action.

First, you need to understand which regulator handles your specific violation (CBN for licensing and interest rate issues, FCCPC for harassment and data privacy), gather concrete evidence that proves what happened (screenshots, bank statements, loan agreements, call logs), and file formal complaints through official channels (online portals, written letters, toll-free lines, or social media for urgent cases).

Your complaint is important because regulators track patterns.

One report about excessive interest charges might not trigger immediate action, but when 20 borrowers report the same app for the same violation, enforcement becomes inevitable.

You’re not just solving your personal problem — you’re creating a documented record that protects the next person who might download that app.