Loan relief
Understand proposals, offers, lender confirmation and repayment proof.
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No runaround.
Find the next step for a relief case, complaint, AI conversation, repayment or account question.
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Choose the path closest to your question. Every guide follows the same rules used by the NGuardian app.
Report a lender
Document unfair treatment and understand internal complaint review.
Read the answers ↓AI legal information
Understand what the AI assistant can use and why its responses do not replace a lawyer.
Read the answers ↓Account & privacy
Protect your sign-in, evidence, notifications and personal information.
Read the answers ↓Frequently asked
Answers you can act on.
These answers describe the current product. Your case timeline remains the source of truth for a particular offer or status.
Still need help? service@nguardian.opay.help →01Is NGuardian free?+
Yes. NGuardian does not charge customers for loan relief support, consumer complaints or AI conversations.
02Does NGuardian lend money or refinance loans?+
No. NGuardian is not a lender and does not issue new credit. We help organise your case and support a request for a fair resolution with the lender you already owe.
03What can I ask to reduce?+
A relief proposal may request that interest, rollover fees and penalties are reduced or waived. The lender decides whether to accept, reject or change the proposal.
04When should I repay an accepted offer?+
Before relying on a new settlement amount or schedule, wait until the lender has confirmed those terms. Submitting or accepting a proposal does not automatically change your existing repayment obligations. Pay a confirmed settlement directly in the original lender app, then upload your receipt to NGuardian.
05Can I pay NGuardian?+
No. NGuardian does not collect repayments. Never send loan repayment money to a person or account claiming to receive it for NGuardian.
06Where does my complaint go?+
A new complaint is received by NGuardian for internal review. It is not automatically submitted to a regulator. Your case timeline will show if an administrator later records an external submission.
07What issues can I document?+
You can document harassment, threats, privacy breaches, hidden charges, unauthorised deductions and other consumer-rights concerns connected to a lender.
08Do I have to upload evidence?+
Evidence is optional for a loan relief request. To submit a consumer complaint in the Android app, attach at least one relevant screenshot, statement or document. Complaint submissions also require a loan order ID or the phone number linked to that loan. Only upload files that you have the right to provide.
09Can the AI assistant read my screenshots or PDFs?+
No. The AI assistant receives structured case text, summaries and chat messages only. Uploaded images and PDFs stay outside the AI context.
10Am I chatting with a human lawyer?+
No. You are chatting with an AI legal information assistant, not a human lawyer. AI responses can be wrong and provide general information only. They do not create a solicitor-client relationship or replace independent legal advice.
11Does the app read my contacts or SMS?+
No. NGuardian does not request contacts, SMS, call logs, camera, precise location or broad photo-storage access.
12What if push notifications are turned off?+
Your notification history remains in NGuardian. Open or refresh the app to see stored case and AI chat updates.
13How do I report an account security concern?+
Use Contact Us from your account as soon as possible. Never share your one-time verification code with a support agent or anyone else.
Independent escalation
Need an official regulator?
NGuardian complaints begin with internal review. If you want to make a regulator complaint independently, use the official FCCPC complaint channel and follow its current instructions.
Visit FCCPC complaint handling ↗