DEFINITION OF TERMS
Complaint means in the context of this policy any written expression of grievance by or on behalf of a complainant concerning our service delivery in general or as it relates to the actions or negligence of any member of our staff, management, board members, that has not been resolved after the initial steps to resolve the complaint have been taken informally.
Complainant means any natural person or legal person who files a written complaint. There are also special procedures for complaints made by employees of Consolidated Hallmark Insurance Plc.
Complaint Coordinator (s)– Depending on the nature of the complaint, the Chairman, Board, Managing Director or a committee made up of the heads or assigned members of the following groups to wit, Finance Group, Corporate Services Group, Technical Group, Business Development Group, Audit and Risk Management and the Legal and Compliance Unit will critically analyse the complaint with a view to resolving any issue or complaint made by the complainant within a reasonable timeframe.
A complaint can be filed by either submitting a letter of complaint or via an email to the Managing Director/Chief Executive Officer of Consolidated Hallmark Insurance Plc at 266 Ikorodu Road, Obanikoro Lagos or to email@example.com
The letter of complaint must be signed by the complainant and should include the following information:Full name
- Full address
- GSM number
- e-mail address
- Signature of the complainant
- A description and reason for objecting to the act or issue complained about;
Where the complainant chooses to communicate his or her grievance via email, the afore-stated components of a complaint except the signature of the complainant, must be stated.
The Managing Director/Chief Executive Officer or any senior management staff directed by the CEO shall acknowledge the receipt of the letter of complaint within two to five working days either by email or by post for complaints received by email and by post respectively.
The Company will endeavour to resolve all complaints within ten working days of the receipt of the complaint. If any matter or compliant could not be resolved by the company within ten working days, the appropriate regulator depending on the nature of the complaint will be notified within two working days with reason(s) for the delay and/or inability to resolve the complaint and refer such complaints to the regulators in deserving cases that requires the regulators intervention.
The Company shall be guided by the twin pillars of natural justice, audi alteram partem (each party shall be given the opportunity to respond to the evidence against them) and nemo judex in causa sua (no one should be a judge in his own cause) in the resolution of all complaints received.
The Company shall also maintain a compliant register which shall contain the following information:
- Name of the complainant
- Date of the complaint
- Nature of the complaint
- Complaints details in brief
A quarterly status report of all complaints received by the Company shall be filed with the Securities and Exchange Commission (SEC) and the Nigerian Stock Exchange (NSE).