COMPLAINT POLICY

Calyx Securities Limited is committed to continuously improve our commitment to serve our clients by meeting their needs and expectations, and executing their transactions at the best and most appropriate time.

As part of restoring investors’ confidence in the Capital Market, it is pertinent to develop a complaints management policy to bring a smooth business relationship between our firm and our clients.

Complaint means ‘an expression of dissatisfaction made to an organization, related to its products or services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected.’

 

PURPOSE OF THE POLICY

*Provide an avenue for customer’s complaints

*Provide an efficient, fair and accessible framework for resolving customer complaints

* Provide  a consistent framework that promotes the timely and fair resolution of complaints or concerns raised about operational or process issues.

LODGING A COMPLAINT

Complaints may be lodged through a number of channels as follows:–

*walk in to write a complaints letter

*send an e-mail to any of the named designated e-mails:

info@calyxsec.com

oshin.kayode@calyxsec.com

dayo.olawuyi@calyxsec.com

*send a registered mail to the company business address:

AG Leventis Building,

1st Floor,

42/43 Marina,

Lagos

RESPONSE TO COMPLAINTS

An acknowledged letter will be sent via e-mail within 24hrs, registered mail (courier) within 48hrs or immediate acknowledgment on receipt of complaint letter from walk in clients.

RESOLUTION TO COMPLAINTS

The management will have a reconciliation meeting with clients to agree on terms of resolution. A letter will be sent to the client, which will be received or acknowledged by the same client indicating the terms of resolution. Reference documents will be submitted by the clients for reconciliation and all other correspondences relating to the transactions in question. The resolution will be done at the earliest opportunity.