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The Complaints Management Policy and Process for GRUENE CAPITAL LIMITED

At Gruene Capital Limited (GCL), we strive for excellence in serving our clients with market best practice. However, we provide avenues for complaint management process in line with regulatory requirements, should our clients have any complaint to lodge.

 Complaints

We see complaint as any expression of dissatisfaction by a client about our service delivery or expected regulatory or market obligations.

 Who can file a Complaint?

Any of our clients or Capital Market Operators (CMOs) may submit a complaint. If a complaint is being lodged on behalf of our client, a person or a group of persons, each should be identified and evidence of authority to represent such client(s) must be provided.

What types of complaints will GCL attend to?

 GCL will only attend to complaints within the confines of our market obligations to our clients and other market operators.

How to lodge a complaint or file an enquiry

  • Download and complete the online complaint form on our website - URL: www.gruenecapital.com
  • Attach the completed complaint form to your letter and either send via:
    1. Post to the address below GRUENE CAPITAL Ltd No 294, Murtala Mohammed Way, Yaba,  Lagos Nigeria, 
    2. Send by email to us at This email address is being protected from spambots. You need JavaScript enabled to view it. ,
    3. Walk-in to the GCL building to submit your letter with the attached complaint form.

 Kindly note that we shall acknowledge receipt of complaints received by email within two (2) working days.  Where complaints received by post, we shall respond in writing within five (5) working days of the receipt of the complaint. Copies of the complaint and the acknowledgement letter shall be forwarded to the relevant Competent Authority.

Things to include in a complaint or enquiry

GCL is poised to satisfy complaints with our first response and provide frank and honest response to any concerns raised. All complaints will be fully and fairly investigated. We will make reasonable endeavours to address all issues raised. However, should client and GCL be unable to come to joint resolution, the matter shall, in this case, be referred to Competent Authority.

Kindly note that complaint(s) to be addressed shall contain all material facts with supporting documents. It shall also contain the following:

Your:

  1. Name
  2. Full Address
  3. GSM number
  4. E-mail address
  5. Signature; and
  6. Date.

 

 What happens after a complaint is filed?

Gruene Capital Limited will review and evaluate each complaint in relation to regulation under the GCL’s purview. It is the GCL’s policy to treat all complaints received on a confidential basis. As such, GCL will not disclose any sensitive information relating to the complaint to anyone, unless the information has been made public and/or the disclosure is required for regulatory action

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