Complaints process in Ghana

How to complain

Tell us first. Use the app (Support › Complain), email complaints.gh@saopayglobal.com, or any Sao agent. Give your phone number, the date and the transaction reference.

What happens next

You receive a reference number immediately. A named case handler contacts you within 2 business days.

Response times

We aim to resolve complaints within 15 business days. If we need longer, we tell you why and when to expect an answer.

Escalate to the regulator

If you are not satisfied after our final response, you may contact the Bank of Ghana, Consumer Reporting Office, complaints@bog.gov.gh.

Legal entity

Sao Payment Ltd, registered in Ghana, no. CS058680325, TIN C006529629X. Registered office: HP Nyametei Street, Osu, Accra. Digital address GA-032-1300.