Customer complaint framework

We take complaints seriously and have established a structured framework to ensure that all complaints are handled promptly, fairly, and independently.

1. What Is a Complaint

A complaint is any expression of dissatisfaction by a client or investor relating to our products, services, investment decisions, disclosures, fees, conduct of staff, or Shariah compliance, whether made verbally or in writing.

2. How to Submit a Complaint

Clients may submit complaints through any of the following channels:

• Email: info@ethicacapitalltd.com
• Physical Address: Suite 413, NAWA Complex, Plot 106/107 Ahmadu Bello Way, Kado, Abuja
• Online: our contact form

To enable prompt investigation, complaints should include:

• Client’s full name and contact details
• Account or portfolio reference (if applicable)
• Clear description of the complaint
• Relevant supporting documents (if any)

3. Complaint Handling Process

All complaints are handled by the Compliance function to ensure independence and objectivity. Our process includes:

• Acknowledgment of receipt within 2–5 business days
• Review and investigation of the complaint
• Engagement with relevant internal teams where necessary
• Written communication of findings and resolution

Where a complaint requires additional time due to its complexity, the client will be informed accordingly.

4. Resolution Timelines

We aim to resolve complaints within 10–30 business days, depending on the nature and complexity of the issue. Clients will be kept informed throughout the process.

5. Escalation and Regulatory Recourse

If a client is dissatisfied with the outcome of a complaint, they may request an internal escalation. Where the complaint remains unresolved, the client has the right to refer the matter to the Securities and Exchange Commission (SEC) Nigeria through its complaints management channels.

SEC Nigeria
Website: www.sec.gov.ng

6. Shariah-Related Complaints

Complaints relating specifically to Shariah compliance are escalated to our Shariah governance process and reviewed in line with guidance from our Shariah Supervisory Board, where applicable.

7. Fairness and Non-Retaliation

Clients will not suffer any disadvantage, discrimination, or retaliation for submitting a complaint. All complaints are handled objectively, fairly, and in good faith.

8. Confidentiality and Data Protection

All complaints and related information are treated as confidential and handled in accordance with applicable data protection laws. Information is disclosed only where required by law or regulatory authorities.

9. Cost

There is no charge for submitting or investigating a complaint.

10. Continuous Improvement

Complaints are reviewed periodically to identify trends, strengthen internal controls, enhance service quality, and reinforce investor protection in line with regulatory and Shariah best practices.