Afrinvest Complaint Management Policy

A complaint is an expression of dissatisfaction, made either orally or in writing, about the standard of service, actions or lack of action by Afrinvest (West Africa) Limited (“Afrinvest” or the “Company”) affecting an individual customer or group of customers.

Procedure

  • The Customer Service Centre is responsible for the coordination of the complaints policy and procedure, including the analysis of data.
  • The Legal and Compliance Unit is responsible for overseeing the process of monitoring the progress of the complaint and any response made thereto.
  • Managers and Directors are responsible for the investigation of complaints directly related to their areas of operation.

Process for Complaint Handling

Complaints should be in writing detailing the nature of the complaint, addressed to the Legal and Compliance Unit and signed by the complainant, complete with the complainant’s contact details, his/her signature and date. Complaints can also be sent to the Company by filling the Complaint Form attached to this document as schedule 1.

 

Get a detailed copy of the complaint policy and form here.