We would rather hear about a problem than have you live with it. This procedure explains how to complain and what you can expect from us.
How to complain
You may complain in writing to info@ethiofidelity.com, by telephone on the general enquiries line, or in person at our offices. Please give us your name and account reference, a description of what went wrong, and what you would like us to do to put it right. Supporting documents help us investigate more quickly.
What happens next
We will acknowledge your complaint in writing and tell you who is handling it. The matter is investigated by someone independent of the person or team the complaint concerns.
We aim to provide a full written response promptly. If the matter is complex and we need longer, we will tell you why and keep you informed of progress until it is resolved.
Our response
Our final response will set out our conclusion, the reasons for it, and any remedy we are offering. If we have got something wrong, we will say so and explain how we will correct it.
If you are not satisfied
If you are not satisfied with our final response, you may refer the matter to the Ethiopian Capital Market Authority, which supervises licensed capital market service providers in Ethiopia. Contact details are published at ecma.gov.et. Referring a complaint to the Authority does not affect any other legal rights you may have.
Records
We keep a record of all complaints and the outcome of each, and we review them for patterns that indicate a problem needing a broader fix.