Complaints Management Policy

At FCMB Asset Management Limited, we are committed to handling complaints in a prompt, responsive, fair and consistent manner. The Complaints Management Policy (the “Policy”) is developed in line with the Securities and Exchange Commission (SEC) Rules relating to the Complaints Management Framework of the Nigeria Capital Market. It covers the handling and resolution of complaints emanating from clients, shareholders and investors.

Objectives of the Policy

The Policy aims to ensure prompt and effective management of complaints to the satisfaction of the complainant and the Company.

Complaints Management Process:

• Our complaints management process is designed to ensure transparency, accountability, and continuous improvement.
• All complaints shall be given the required attention and resolved promptly and effectively.
• Complaints can be submitted through our website, email, post, telephone, or in-person at our office.

• Upon receipt of a complaint, an acknowledgment is sent to the complainant, confirming receipt not later than two working days for email and five working days for letters.
• An investigation is conducted into each complaint, gathering relevant information and evidence to understand the nature and cause of the issue.
• We will endeavour to resolve the complaint within 10 working days. However, where this is not possible, we will contact the complainant to explain the reasons for the delay and indicate a possible date of resolution. Where the complaint cannot be resolved within the given timeframe, the SEC or the relevant regulatory authority shall be informed within two working days with action taken and relevant supporting documents.
• Throughout the process, we will maintain open and transparent communication with the complainant, providing regular updates on the status of their complaint and any actions taken.
• All complaints shall be recorded in the complaints register which is forwarded to the SEC quarterly.

Contact Information:

At FCMB Asset Management Limited, we are here to listen, assist, and resolve issues to the best of our ability. For any complaints or concerns, please contact us through any of our designated channels:

Head Office Address: 5th Floor, First City Plaza, 44 Marina, Lagos, Nigeria
Telephone:  234 908 550 2406

Email:   fcmbamenquiries@fcmb.com or fcmbamcustomercare@fcmb.com