Lagos to Sanction Businesses That Ignore Consumer Complaints

LASCOPA warns Lagos businesses over unresolved consumer complaints

The Lagos State Consumer Protection Agency (LASCOPA) has warned manufacturers, retailers and service providers across Lagos State that they could face sanctions, including fines, prosecution and the possible sealing of their premises, for deliberately failing to attend scheduled mediation sessions over legitimate consumer complaints.

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The agency's General Manager and Chief Executive Officer, Afolabi Solebo, issued the warning while speaking with journalists at the Murtala Muhammed International Airport in Lagos following his return from the 2026 International Bar Association Conference in Copenhagen, Denmark.

Solebo said LASCOPA would enforce the Lagos State Consumer Protection Law 2025, as amended, and the Federal Competition and Consumer Protection Act 2018 to strengthen consumer protection and ensure businesses comply with applicable regulations.

He stressed that businesses must treat consumer complaints and dispute-resolution procedures seriously, warning that deliberate non-compliance with mediation invitations could attract regulatory intervention.

LASCOPA Identifies Practices That Could Attract Sanctions

The agency identified several business practices that could trigger enforcement action, including unfair trade practices, misleading advertisements, deceptive pricing, hidden charges and poor service delivery.

It also warned against the manufacture and sale of substandard, counterfeit or unsafe products, which can expose consumers to financial losses and potential health and safety risks.

Solebo said businesses that violate consumer protection laws could face applicable penalties, including fines, enforcement orders, suspension of operations, prosecution or the sealing of their premises where authorised by law.

The warning places greater emphasis on businesses' responsibility to address complaints and participate in established dispute-resolution processes. Rather than allowing legitimate complaints to remain unresolved, operators are expected to respond to the agency's invitations and cooperate with mediation efforts.

Failure to Attend Mediation Can Delay Consumer Redress

LASCOPA said businesses' failure to respond to invitations to mediation often contributes to delays in resolving consumer disputes.

Mediation provides a process through which consumers and businesses can seek to settle disagreements without necessarily resorting to lengthy legal proceedings. However, the process depends on the parties' willingness to participate and provide information relevant to the complaint.

When businesses ignore scheduled sessions, consumers may face longer waits for a resolution, while the agency's ability to facilitate a settlement becomes more difficult.

Solebo urged consumers with unresolved complaints to remain patient while the agency works to address their cases. He also advised them to retain relevant documents, including receipts, invoices, warranties and other transaction records, to support their complaints.

These records can help establish the details of a transaction, the terms agreed by the parties and the nature of the alleged violation during the complaint-handling process.

Consumer Protection Laws Guide Enforcement

LASCOPA's warning draws on the Lagos State Consumer Protection Law 2025, as amended, and the Federal Competition and Consumer Protection Act 2018.

The agency is responsible for protecting consumer interests in Lagos State, handling complaints, facilitating dispute resolution and promoting compliance with relevant consumer protection requirements.

The Federal Competition and Consumer Protection Act provides a national framework for consumer rights and fair competition, while the Lagos law establishes the state-level framework under which LASCOPA carries out its responsibilities.

By citing both laws, the agency has signalled its intention to pursue compliance through the applicable regulatory framework. However, the penalties imposed in individual cases will depend on the circumstances, the relevant legal provisions and the authority available to the regulator.

The warning does not mean every unresolved complaint will automatically result in a business being shut down. Rather, LASCOPA has said that deliberate failure to honour mediation invitations and other established violations could trigger sanctions permitted under the law.

Lagos Government Reaffirms Commitment to Consumer Protection

Solebo reaffirmed the Lagos State Government's commitment to protecting consumers and promoting a fair business environment.

The agency's position reflects the importance of accessible complaint channels and effective enforcement in a state with a large concentration of commercial activities and service providers.

For consumers, the warning reinforces the need to document transactions, retain evidence and pursue formal channels when businesses fail to address legitimate concerns. For businesses, it highlights the importance of responding to complaints, attending scheduled mediation sessions and ensuring that their commercial practices comply with applicable consumer protection requirements.

LASCOPA's latest warning places responsibility on both sides of the marketplace: consumers must provide relevant information to support their complaints, while businesses must engage with the established process rather than ignore requests for mediation.

The effectiveness of the enforcement drive will depend on how consistently the agency applies the law, resolves complaints and pursues appropriate action against businesses found to have violated consumer protection requirements.

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