INTEGRATED CAPITAL MANAGEMENT LIMITED
(Member of Nigerian Stock Exchange)
Customerís Complaint Management Procedure
order to make the good intentions of the company apparent, Customers are
encouraged to voice their dissatisfaction, by inserting in all transaction
media; FICM's complaints telephone lines which are open 24 hours a day.
customersí complaints, which must be in writing, are to be addressed to Complaints
Processing Unit in Compliance Department, FICM Ltd., Head Office for
complaint is logged and time-stamped immediately on receipt by the relevant
officer. All complaints are sorted and categorized appropriately for
Officer acknowledges receipt of the complaint in writing through the same
medium in which the complaint was received. Complaint Unit Head talks to the
customer, by phone or in person (if possible) within 24hours of receipt to
inform him/her that his/her complaint is being investigated and that he/she
will get a feedback within a stipulated time.
Unit Head assigns each complaint to an officer who must resolve it within 24
hours of receipt. Any such complaint not resolved within the stipulated time
must be referred to Head of Compliance Department who must get the complaint
resolved within 24 hours from the moment he is made aware of it.
complaint not resolved within 48 hours of receipt must be referred to the
Managing Director for urgent resolution.
must be a weekly report of complaint data to top management for review.
data should be used to analyse complaint trends and develop corrective measures
for complaint prevention Render a monthly report to management to monitor the
efficiency and effectiveness of the complaint management system and enable
appropriate review of same.
a complaint has been resolved, follow up with the customer to find out if
he/she is satisfied with the resolution.
FIRST INTEGRATED CAPITAL MANAGEMENT LIMITED