COMPLAINTS PROCEDURE TO BE FOLLOWED BY CLIENTS
The following are the procedures to be followed by the clients who wish to lodge complaints about our services or the staff of the company.
1. Officer in Charge of complaints handling-Chief compliance officer is responsible for handling complaints against the company.
2. Means of lodging complaints:
a. E-Mail: Compliance@capitalassets.com.ng
b. Phone Call:01-6321581 and 01-6321582
c. Letter : To be addressed to
VC/CEO,
Capital Assets Ltd,
9th Floor,
50/52 Broad Street,
Lagos.
3. Procedures for handling complaints;
a. Complaints via mail or phone call will be acknowledged within two working days by the company while complaint through post will be acknowledged within 5 working days
b. Complainants are expected to write their contact details in the complaints, most importantly their active phone number(s).
c. Resolution of the complaints will be communicated to the clients within 10 working days.
d. The compliance officer would call to confirm if the complainants are satisfied with the resolution to enable the company close the files. But for cases where the clients are not satisfied, such could be referred to SEC,NSE or other relevant body responsible for complaints resolution in the industry.
