Complaints Management Policy
We treat every complaint as an opportunity to improve. This summary explains how to reach us, what we will do and the timelines we work to.
How to lodge a complaint
Email complaints@kedaricapital.com or write to Kedari House, 8A Ojora Close, off Idowu Martins Street, Victoria Island, Lagos, Nigeria.
Please include your name, account number (if applicable), a clear description of the complaint and any supporting documents.
Acknowledgement & investigation
We acknowledge complaints within two business days. A dedicated officer is assigned to investigate and will keep you informed of progress at agreed intervals.
Resolution timeline
We aim to resolve complaints within the timelines set by our primary regulators. Complex matters that require additional investigation will be communicated to you with a revised expected resolution date.
Escalation
If you are not satisfied with our response you may escalate the matter to the relevant regulator (e.g. the Securities and Exchange Commission of Nigeria, the Nigerian Exchange Limited or the Financial Markets Dealers Association, as applicable to the product).
Records
We maintain records of all complaints and their outcomes for the period required by law and use them to identify recurring issues and improve our service.
Need the full policy document?
Request the complete signed PDF from our compliance team.