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Rostrum Investments & Securities Limited

Complaints Management Policy

Our Commitment

At Rostrum Investment and Securities Limited (“Rostrum” or “RISL”), we are committed to providing professional, fair, and reliable services to our clients. We recognise that concerns may occasionally arise and encourage clients to bring them to our attention.

We are committed to handling complaints fairly, impartially, confidentially, and within applicable regulatory timelines. We also use complaints to identify service deficiencies and improve our operations.

Legal Basis

This Policy is issued under the SEC Rules on the Complaints Management Framework of the Nigerian Capital Market (2015), applicable to the Nigerian Exchange Group (NGX), National Association of Securities Dealers (NASD), and the Lagos Commodities and Futures Exchange (LCFE).

Scope

This Policy covers complaints from clients and other capital market operators (CMOs). Matters that are sub judice or in arbitration are excluded.

What is a complaint? Any expression of dissatisfaction about our products, services or staff conduct. Examples include unfair treatment, breach of instructions or mandate, regulatory violations, dishonest, negligent or unprofessional conduct, or loss caused by our misconduct.

Who can complain? Any client (individual or corporate, including prospective clients) or CMO. If you are acting for someone else, you must provide proof of authority.

How to Complain

Please include:

  1. Your name, address, phone number and email
  2. Your preferred method of contact
  3. A clear description of the complaint and the outcome you want
  4. Copies of supporting documents
  5. Your signature and the date (for written complaints)

What Happens Next

We acknowledge every complaint within 2 working days and aim to resolve SEC-related matters within 10 working days.

StageTimeline
AcknowledgementWithin 2 working days of receipt
Holding response (if more time is needed)Within 2 working days (email) or 5 working days (post)
Resolution (SEC-related matters)Within 10 working days of receipt, or as set by the relevant Competent Authority

We will keep you informed and explain the reasons if a resolution takes longer.

Escalation

If your complaint is not resolved to your satisfaction within the resolution period, you may refer it to the relevant Competent Authority (e.g. SEC, NGX, NASD, LCFE) within 2 working days. Include a summary of events and copies of supporting documents. We will explain the documents and timelines required, including when a complaint is resolved in your favour. We forward copies of complaints and acknowledgements to the relevant Competent Authority.

Confidentiality

All complaints are treated confidentially. We disclose details only where a third party is implicated and must be consulted, or where regulatory action requires it.

Competent Authorities

  • SEC: Securities and Exchange Commission
  • NGX: Nigerian Exchange Group
  • NASD: National Association of Securities Dealers
  • LCFE: Lagos Commodities and Futures Exchange
  • ASHON: Association of Stockbroking Houses of Nigeria

Approved by the Executive Management Committee of the Board on 12 October 2025.