COMPLAINTS MANAGEMENT FRAMEWORK

A.    CUSTOMER’S RIGHTS & RESPONSIBILITIES

       Where an aggrieved client raises a complaint, he/she has the right to have that

       Complaint:

       (i)  received and addressed in strict confidence

      (ii)  addressed in a spirit of helpful cooperation and sensitivity; and

      (iii) resolved promptly

      (iv) when a complaint cannot be resolved to the satisfaction of the complainant by 

       a staff, customers have the right to be referred to the management.

B.   HOW TO MAKE A COMPLAINT

       A complaint may be made in person, by phone, fax, E-mail or in writing. The complaint       

      must indicate his/her name and address in the complaint. Centre Point Investments

      Limited will not respond to anonymous complaints.

C.   COMPLAINT PROCESS AND POSSIBLE OUTCOMES  

       (i)   The complainant/client should first make his/her grievance(s) known to the

              management of Centre Point Investments Limited.

       (ii)  If the complainant is not satisfied with the handling of the case, he/she

             can write to Association of Stockbroking Houses of Nigeria (ASHON).

       (iii) Where the decision of ASHON is not acceptable to the complainant, he/she

             can petition The NSE or SEC

       (iv) The complainant may finally lodge his/her complaint with the law

             enforcement agencies such as the police, EFCC, etc if he/she is not satisfied

             with (i) to (iii) above.

D. STANDARD TIMELINES FOR RESOLVING COMPLAINTS

       (i)  Centre Point Investments Limited shall acknowledge receipt of complaints

       received by email within two (2) working days. Those received by post  

       shall be acknowledged within five (5) working days.

      (ii)  All complaints shall be resolved within ten (10) working days from the date

            the complaint was received.

      (iii) Where the complaint is not resolved within the given time frame, the

            complainant or the firm shall refer the complaint to the relevant Competent

            Authority stated in (c) above within two (2) working days.