Cowrywise Financial Technology Limited (“Cowrywise” or the “Company”) is committed to conducting business professionally, fairly and with integrity. At the core of the Company’s existence is client obsession and satisfaction, whilst also ensuring that its affairs are in accordance with all relevant laws, rules and regulations.
The Complaints Management Policy (“Policy”) sets out the principles and procedures for handling complaints from customers and seeks to ensure that the complaints are resolved effectively and promptly. Complaint, as used in this Policy, refers to an expression of dissatisfaction from a customer to the Company, with respect to the quality of products or services offered by the Company.
The purpose of this Policy is to manage potential conflict of interest likely to arise from undisclosed outside business interests or activities. This Policy shall apply to all employees, including senior Management staff of the Company.
The objectives of this Policy, amongst others, are:
This Policy shall be applicable to all employees and customers of Cowrywise.
The Compliance Team shall be responsible for this Policy. Where there are any questions with respect to the Policy, please contact:
Phone: +234 903 000 0857
Complaints can be reported verbally, via e-mail (email@example.com), correspondence and/or via social media
All complaint records and supporting documents shall be maintained for a period of five (5) years from the date of lodging the complaint, whether or not same has been resolved. All information regarding complaints shall be recorded in a format that is accessible to customers and the SEC, upon request.
In accordance with the SEC Complaints Management Framework, the Company shall maintain an electronic complaints register, which shall contain the following details:
The Company shall update the complaints register on a monthly basis and send a status report to the SEC on a quarterly basis.
Notwithstanding the above, the Company’s policy shall be to record every complaint in the complaints register within twenty-four (24) hours, with clear identification of the issues to ensure swift resolution.
This Policy shall be reviewed every two (2) years or on an as needed basis, whichever is earlier.